Service Delivery Head - Finance, and Controlling Tower Lead

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Service Delivery Head – Finance, and Controlling Tower Lead

Job Location: Mumbai

Strategically and operationally lead, develop and control the business and operations of the Finance Service Line for Mumbai location, to achieve short term and long-term objectives encompassing increasing the value provided, ensuring operational resiliency, and maximizing the effectiveness and efficiency of the services provided in accordance with the SLAs.

The role reports into the Center Head, with dotted line reporting to the Service line lead. It is a member of the Senior Management Team of GSC Mumbai.

Key Responsibilities:

• Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems, and schedules to drive service excellence, quality, productivity, and maximize value add opportunities for our Business Partners.
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries, overseeing a workforce of more than 100+ employees.
• Oversee service delivery for multiple Finance towers (Controlling, OTC, PTP, RTR) and be responsible for SLA commitments of Mumbai Center (as service delivery head).
• Lead and mentor a team of finance controlling professionals across centers, fostering a culture of excellence and continuous improvement.
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.
• Provide subject matter expertise to DGFF business partners and countries on opportunities for process improvements and best practices.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Responsible for coordination and flow of information with other departments/functions (interfaces).
• Collaborate with cross-functional teams to streamline end-to-end service delivery, to understand their financial needs and provide tailored controlling solutions.
• Manage productivity of the service line, leveraging automation capabilities of GSC.
• Evaluate, implement, and manage all operational systems provided by DGF Group companies to ensure they are implemented effectively and utilized correctly on an ongoing basis.
• Review SLAs with countries on a periodic basis.
• Ensure continued control over all operational functions through regular monitoring and frequent meetings with all staff and Managers.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.
• Organize appropriate shifts and manning levels to meet business requirements.

Stakeholder Management:

• Establish long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties, and the captive and non-captive BPO/Shared Service Industry.
• Build and develop a comprehensive understanding of Business Partner requirements, competitor activities, and market trends to influence the direction of major projects.
• Develop strong, trusting cross-functional relationships within GSC and DGFF senior business leaders.
• Champion cooperation and partnership to provide integrated solutions to problems.

Management Responsibility:

• Operational people manager of local team of 100+ FTEs (operational and disciplinary management).
• Accountable to lead local service delivery team and controlling tower across centers.

Required Qualification, Skills/Abilities:

• Bachelor’s degree from a recognized University in any discipline. CA/ICWA/CMA/Management Qualification (preferable).
• Minimum 7 years in leadership roles, service delivery, with experience in Finance & Logistics domain.
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Project Management skills. Strong record of delivering projects on time and within budget.
• Excellent communication skills to articulate thoughts to stakeholders.
• Strong analytical and critical thinking skills for effective decision-making.
• Build strong influential skills to identify, contribute, and deliver on synergies between the functions, products, and/or countries or service delivery centers.

DHL Global Forwarding, Freight (DGFF) GSC is a Great Place to Work certified organization and a proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, Top Employer Global, and is ranked in the top 20 GBS by Share Service Organization Network.

Why Join Our Leadership Team at DHL?

DHL is a purpose-driven organization, with presence in more than 220 countries and territories worldwide, and with business units like freight forwarding, courier, contract logistics, and ecommerce. Our scale and our people make DHL the world’s leading logistics company. The leadership at DHL is at the forefront solving problems for our business, our people, and our planet; the impact is immense.

DGFF shared service is a captive service center for our freight forwarding division and is a key partner in delivering value to our countries and our customers. Spread across the regions with 6 centers in Bogota, Budapest, Chengdu, Chennai, Manila, and Mumbai, the shared services unit is the backbone for our freight forwarding business. Leadership is the key enabler along with our people.