Collections & debt recovery team lead (iata)
job summary: the collections & debt recovery team lead is responsible for completing specific collection goals through coaching, counseling, monitoring, and motivating a team of collectors and analysts while maintaining compliance with order‑to‑cash policies and defined local collection strategies. The role also monitors, controls, and provides feedback to the third‑party agency handling canceled accounts and serves as the point of contact for the attorney managing accounts sent to legal status. The position oversees the highest volume of customers (telesales) with a value of € 5.3m per month.
key responsibilities
* maintain and execute collection strategies in line with set standards and policies.
* guarantee timely and effective execution of internal control framework.
* actively manage cross‑functional dependencies.
* review daily progression to cash targets; adjust and yield collection activities accordingly.
* ensure delivery of daily and monthly collection reports.
* set up, review, and maintain service line agreements with 3rd‑party collection agency.
* control costs related to 3rd‑party collection agency.
* control bad debt provision and expenses.
* recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.
* provide efficient leadership, people management and guidance of staff, respecting cultural environment and history.
team supervision & leadership
* lead, mentor, and coach the team.
* organize and delegate responsibilities among collection assistants to ensure efficient workload distribution and accountability.
* conduct regular performance reviews, 1:1 meetings, and training sessions to drive development and motivation.
* ensure that team members follow instructions and comply with company policies and procedures.
* promote a high‑performance culture with accountability, inclusion, and collaboration.
collections management
* manage the full collections portfolio for all credit customers.
* oversee daily collection efforts, including follow‑ups on past‑due freight invoices, demurrage/detention charges, and other open invoices.
* schedule and send account statements weekly, utilizing available technology and tracking tools.
* proactively identify and mitigate collection risks, initiating escalation processes with commercial and management teams when needed.
* monitor and analyze customer behavior and payment performance, sharing findings and action plans with management and leadership teams.
customer & key stakeholder relationship
* act as the escalation point for complex or sensitive customer collection issues.
* act as a communication channel between customers and internal departments to resolve invoice discrepancies or payment concerns.
* provide customers with personalized service focused on resolving collection‑related issues.
* build and maintain cooperative relationships externally with customers and internally with key stakeholders, including sales, customer service, and trade.
reporting, controls & process analytics
* monitor and report on kpis by preparing and presenting monthly performance reports for management.
* ensure consistent application of credit and collections policies.
* identify gaps and propose enhancements to existing workflows, leveraging technology where possible.
* analyze data from team activities and customer portfolios to identify areas of opportunity.
* partner with the credit risk team to evaluate customer exposure and keep process documentation up to date and audit‑ready.
education & experience
* bachelor's degree in finance, business administration, international trade, logistics, or a related field.
* postgraduate diploma or certification in credit management, financial operations, or supply chain is a plus.
* 4–6 years of progressive experience in accounts receivable positions, preferably in the logistics, shipping, or freight forwarding industry.
* at least 2 years of proven experience in a supervisory or team leadership role, managing collection activities and driving results through a team.
* fluency in english (written and spoken) required.
* c1 level of english proficiency.
additional experience
* experience working with b2b customers in complex account structures, particularly large cargo volume or global clients.
* strong background in managing freight‑related receivables, including demurrage, detention, accessorial charges, and container deposit recovery.
* familiarity with international trade terms (incoterms), ocean freight documentation, and port/terminal billing practices.
competencies
* leadership
* prioritization
* teamwork
* high analytical capacity
* resilience
* effective communication
* influence
dhl is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
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