Monitor and govern end-to-end AR operations performed by GCC, ensuring timely completion, SLA adherence and compliance with agreed processes.
Manage escalations and exceptions from GCC and internal stakeholders, driving timely resolution of operational and customer-related issues.
Oversee customer and collection risks, including critical overdue accounts, disputes, D&D, refunds and other matters requiring QSC intervention.
Drive continuous improvement and management visibility through issue identification, process optimization, automation opportunities and regular reporting of key risks and performance.
AR Operations and monitoring:
Monitor the end-to-end execution of AR activities performed by GCC, including Customer Master Data, Collection, Clearing, Dunning, Dispute, Deposit/Refund and Credit Management.
Monitor daily task completion, backlog, aging and SLA adherence across all AR activities.
Review exceptions and identify recurring issues, delays or process gaps requiring intervention.
Ensure agreed processes and controls are consistently followed by GCC.
GCC Performance & Escalation Management
Act as the primary escalation point for issues raised by GCC that require QSC intervention, clarification or management decision.
Review unresolved and overdue items escalated by GCC and drive the relevant stakeholders towards timely resolution.
Challenge recurring operational issues and ensure appropriate corrective actions are implemented.
Escalate critical risks, persistent delays and SLA breaches to QSC management where required.
Internal Stakeholder Coordination
Coordinate with Customer Service, Sales, Credit, Finance, Treasury, M&R, Depot and other relevant internal departments on issues impacting AR collection and customer accounts
Drive cross-functional resolution for issues that cannot be resolved within GCC's scope.
Ensure ownership is clearly assigned and follow up until closure.
Customer Escalation Management
Take ownership of customer escalations that require QSC intervention beyond GCC's operational scope.
Review the customer's concerns, coordinate internally and ensure timely resolution.
Engage directly with customers, including making calls where required, particularly for critical, sensitive or long-outstanding matters.
Ensure appropriate communication and follow-up with customers until the issue is resolved.
Customer Escalation Management
Monitor overall collection performance, overdue development, aging and high-risk customer accounts.
Monitor significant outstanding balances, long-overdue items, disputes and collection risks requiring management attention.
Review collection risks relating to Demurrage & Detention, bad debt, insolvency and other high-risk accounts.
Provide management with visibility of key collection risks, root causes and required actions.
Process Governance & Continuous Improvement
Identify gaps and inefficiencies in the GCC operating model and drive process improvements.
Identify opportunities for automation, standardisation and simplification across AR activities.
Monitor the effectiveness of implemented automation and ensure processes remain sustainable following personnel changes.
Ensure SOPs, escalation paths and responsibilities remain clear and up to date.
Management Reporting & Control Tower Visibility
Consolidate and provide management visibility on key operational metrics, including backlog, aging, SLA performance, escalations, disputes and collection risks.
Highlight critical issues requiring management attention and provide clear action plans and ownership.
Track escalated items through to closure and maintain visibility of outstanding actions.
Any other projects/tasks assigned by the manager.
Diploma or bachelor's degree in accounting or finance
Minimum 4 years in finance/credit control related experience
Proficiency in MS Office
Knowledge in ERP system/Accounting software preferred
Fluent in both oral and written in English
Shipping/Transportation/logistic industry experience will be a plus
Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.