Position Summary
The Supervisor, PtP Payment, Vendor Master Data (VMD) & CALMS is responsible for leading the end-to-end operational delivery of payment processing, vendor master data management, reconciliation activities, and related business support functions. The role ensures compliance with internal controls, achievement of service level agreements (SLAs), operational excellence, stakeholder satisfaction, and continuous process improvement.
The Supervisor provides leadership to a team of analysts and associates, manages operational risks and escalations, drives productivity and quality performance, and supports digitalization and transformation initiatives across the Procure-to-Pay function. Current operational scope includes Payment Processing, Vendor Master Data Creation & Maintenance, Vendor Screening, Query Handling, CALMS Reconciliation, SOA Reconciliation, Reporting, Data Clean-up Activities, and AP Aging Monitoring.
Key Responsibilities
1. Operational Management
- Manage daily operations across Payment, VMD, and CALMS processes.
- Ensure accurate and timely execution of supplier and employee payments.
- Oversee vendor creation, maintenance, validation, and screening activities.
- Monitor completion of CALMS and SOA reconciliation activities within agreed timelines.
- Ensure compliance with DHL policies, standard operating procedures, and control requirements.
- Manage operational escalations and drive timely resolution of exceptions and issues.
- Review productivity, workload distribution, and resource allocation to achieve service targets.
2. People Leadership & Talent Development
- Lead, coach, and develop team members to achieve operational and professional goals.
- Conduct performance reviews, coaching sessions, and career development discussions.
- Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Support succession planning, capability development, and knowledge transfer initiatives.
- Drive employee engagement and team well-being activities.
3. Service Delivery & Stakeholder Management
- Act as primary escalation point for countries, business units, Finance, Procurement, Treasury, and other stakeholders.
- Build strong partnerships with internal and external customers to enhance service delivery.
- Lead operational review meetings and provide updates on performance, risks, and improvement initiatives.
- Collaborate with regional and global teams on process enhancements and projects.
4. Compliance, Controls & Risk Management
- Ensure adherence to financial controls, compliance requirements, and audit standards.
- Monitor segregation of duties, approval controls, data governance, and payment compliance.
- Support internal and external audits by providing required documentation and evidence.
- Identify operational risks and implement corrective and preventive actions.
5. Reporting & Performance Management
- Monitor and analyze operational KPIs, SLAs, productivity, quality, and customer satisfaction metrics.
- Prepare management reports, dashboards, and business insights.
- Conduct trend analysis and root-cause investigations to improve operational performance.
- Ensure accurate reporting of volumes, aging items, reconciliation status, and team performance.
6. Process Improvement & Digitalization
- Identify opportunities for automation, standardization, and process optimization.
- Lead continuous improvement initiatives utilizing Lean, automation, and digital solutions.
- Support implementation of system enhancements, process migrations, and transformation projects.
- Drive operational excellence initiatives to improve efficiency, compliance, and customer experience.
Scope of Responsibilities
Payment
- Supplier and employee payment processing
- Payment exception management
- Payment query handling
- Payment reporting and controls
- Banking platform and EBP related support
Vendor Master Data (VMD)
- Vendor creation and maintenance
- Vendor screening and compliance checks
- Data governance and quality reviews
- Vendor master clean-up initiatives
- Stakeholder support and query management
CALMS
- CALMS reconciliation and reporting
- SOA reconciliation activities
- Outstanding item resolution
- AP Aging monitoring and analysis
- Financial controls and reporting support
Key Performance Indicators (KPIs)
- SLA achievement
- Payment accuracy and timeliness
- Vendor data accuracy
- Reconciliation completion rate
- Productivity and utilization
- Quality and compliance performance
- Customer satisfaction
- Audit findings closure
- Employee engagement
- Continuous improvement and automation delivery
Qualifications & Experience
Education
- Bachelor's Degree in Accounting, Finance, Business Administration, or related discipline.
Experience
- Minimum 5 years of Procure-to-Pay, Accounts Payable, Shared Services, or Finance Operations experience.
- Minimum 2 years in a leadership or supervisory role.
- Strong knowledge of Payment, Vendor Master Data, and Reconciliation processes.
- Experience working in a Shared Service Centre environment.
- Knowledge of SAP and related finance systems preferred.
Required Competencies
Technical Competencies
- Procure-to-Pay Operations
- Financial Controls & Compliance
- Reconciliation & Reporting
- Data Analytics
- SAP Knowledge
- Continuous Improvement
- Process Automation