Job Details

Supervisor, Query Handling Backline

We are seeking an experienced Supervisor, Query Handling Backline to lead complex dispute operations. This role oversees high-impact dispute categories, manages escalations within tight SLAs, and ensures accurate, timely execution of dispute processes to support collections activities. The Supervisor will lead and develop a team of employees, driving performance through coaching, feedback, and engagement.

Responsible for monitoring key metrics, optimizing processes, and implementing continuous improvement initiatives, this role partners closely with different departments across DHL (Sales, Collections, Billing, etc.). The incumbent will use data and financial analysis using their intermediate Excel skills. The ideal candidate is a hands-on people leader with strong analytical abilities, operational discipline, and a passion for delivering results in a fast-paced environment.

• Maintain and execute query handling strategies in line with set standards and policies
• Actively manage cross functional dependencies
• Review daily progression of query handling tasks to meet the KPI's
• Act as a subject matter expert, propose, implement, and maintain continuous improvement
• Act as a point of escalation to business partners and end customers
• Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives
• Ensure proper staffing of daily activities and projects to include right level of resources based on skills, experience, and formal training/education to manage change processes
• Motivation of and role model for all direct and indirect staff
• Efficient leadership, people management and guidance of staff, respecting cultural environment and history