\n\n\nDHL Express - a company that connects people!\nWhat makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal dedication – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today at our DHL Maastricht location which is DHL Express’ finance expertise center, from which high-quality and complex financial services are provided for the region and steered globally by the global process owners. This Shared Service Center offers employment to over 550 employees, with 40 nationalities, who speak 34 languages.\n

For the Global Duty Billing, DHL Express is looking for a motivated and results-oriented Senior Specialist Global Duty Process & Policies

\n\n\n\nAbout Global Duty Billing\n

The Global Duty Tower operates as a pivotal component within the Global Express Finance framework, dedicated to transforming duty billing through innovation and cross-functional collaboration. Our four key areas of focus—Global Duty Billing Processes, Product Management, Country Readiness and Change Management, and Deployment Strategy – are designed to deliver innovative processes and systems that create exceptional value for our customers and for DHL.

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The position sits within the process team that focuses on duty billing processes, policies, and compliance. The primary objective of the team is to optimize, standardize, and align processes across functions. The team identifies improvement opportunities through data insights and ensures compliance with both regulatory and organizational frameworks.

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The team also plays a pivotal role in bridging the gap between complex customs clearance procedures and high-quality financial outcomes—ensuring transparency, billing completeness, and regulatory compliance in every country where DHL operates.

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We are currently seeking a seasoned and accomplished Senior Process Expert to become an integral part of our Global Duty Tower team.

\n\n\nHow will you contribute to the success of DHL?\n

This senior-level position is crucial for shaping, implementing, and optimizing our duty billing processes.You will not only improve existing processes—you will redesign how customs clearance outcomes connect with finance, and help us build future-ready, legally compliant, and customer-centric duty billing solutions. We are looking for an individual who possesses a profound strategic mindset, a flair for innovation, and a commitment to performance measurement to ensure our processes remain efficient, effective, and aligned with our organizational objectives. The individual will take a leading role in alignment with the Duty Tower teams, SSCs, and other key stakeholders.

\nKey responsibilities:
\n\n\nProcess Review, Design, and Improvement:
Lead comprehensive assessments of our existing processes to identify inefficiencies and areas ripe for enhancement. You will be accountable for ensuring that identified gaps are meticulously documented and resolved in accordance with GSOP and strategic goals.\n\nDesign and implement duty billing processes that enhance both efficiency and accuracy. Be the senior owner of Business Requirements Statements (BRS) with active alignment with the Product managers.\nImplement a strategic plan for process improvements, ensuring alignment with organizational goals and industry best practices.\nBuild controls into process design to eliminate revenue leakage, ensure accurate data transfer from customs clearance to billing, and produce invoices that meet internal standards and customer expectations.\n\n\n\n

\n\nInnovation and Strategic Vision:
Collaborate with the Director of Processes to develop a strategic roadmap that delineates key initiatives, timelines, and resource allocations essential for the realization of long-term goals. Lead and facilitate innovative brainstorming sessions and workshops to cultivate creative solutions to contemporary challenges in duty billing. Continuously scan customs legislation, technology, and market trends to proactively shape future-fit billing processes—before regulatory changes create urgency.\n\n

\n\nCross-Functional & Stakeholder Collaboration:\n\nForge strong partnerships with workstream leads, country teams, and business units to ensure the consistent application of tools and processes that underlie our Global Duty Billing initiatives. Lead cross-departmental projects, ensuring seamless integration of process changes while adhering to organizational policies.\nWork closely with customs clearance teams, legal experts, and operational leads to understand upstream customs complexities and translate them into finance-aligned billing processes.\nUse your influence to bridge complex customs operations issues with financial clarity—designing processes that ensure finance receives clean, complete, and compliant data.\n\n\n\n

\n\nDocumentation, Compliance & Support Model:\n\nMaintain comprehensive documentation of all process reviews, improvements, and changes, including flows, policies, standards, SOW, and procedures.\nEnsure strict compliance with regulatory requirements and organizational policies, making necessary adjustments to uphold alignment.\nDevelop a robust support model that guides the user community, enhancing understanding and usage of processes.\n\n\n\n

\n\nData Analysis and Recommendations:\n\nEmploy your analytical expertise to scrutinize data related to duty billing processes, extracting trends and insights that inform high-impact decision-making. Prepare comprehensive recommendations for process improvements and innovations, prioritizing initiatives based on potential impact and alignment with Tower programs.\nLeverage data to not just improve but predict—build early warning indicators that signal potential billing gaps caused by customs or data quality issues.\n\n\n\n

\n\nPerformance Measurement:\n\nTrack and analyze key performance indicators (KPIs) associated with the Duty Billing process to evaluate the success and effectiveness of process changes. Utilize data-driven insights to make informed recommendations that foster continuous improvement.\nDefine and monitor metrics that capture the financial impact of customs-related issues—such as missed billing opportunities, dispute volumes, and invoice quality.\n\n\n\n

\n\nTraining, Development and Communication: Craft and roll out training programs to equip team members, SSC billing and stakeholders with the necessary knowledge of new processes and tools, ensuring clear communication of changes and expectations.\n\n

\n\nRegulatory Compliance:\n\nUphold compliance with all relevant regulations and company policies within duty billing processes. Stay abreast of industry trends and regulatory changes to continually inform and enhance process improvements.\nMonitor changes in customs clearance regulations globally and ensure their timely reflection in duty billing policies and systems.\nDesign compliance into process architecture to protect revenue and reduce legal risk—not as an afterthought, but as a core feature.\n\n\n\n

\n\nRisk Management:Identify, assess, and mitigate risks associated with process changes, devising proactive strategies to tackle potential challenges.\n\n

\n\nProject Management:Manage projects related to process improvements with a focus on timelines, resources, and deliverables using agile methodologies.\n\n\n\n\n

\nDo you have what it takes?\n\n

We are looking for a Senior Specialist who brings a wealth of experience and expertise in process design and improvement, particularly within global, regulated, or cross-functional environments. The ideal candidate will hold a Bachelor's degree or equivalent in Finance, Business Management, IT, or Supply Chain Management, with a strong preference for degrees in International Trade, Customs Law, or Global Logistics. With a minimum of 5 years of experience, You have a deep understanding of customs clearance, trade compliance, and duty-related finance processes, along with proficiency in process mapping and project management methodologies such as LEAN, Six Sigma, PMP, or ScrumMaster. You possess exceptional analytical skills, innovative problem-solving abilities, and outstanding communication skills, enabling effective collaboration with diverse teams and stakeholders. You thrive in dynamic environments, demonstrating a solution-driven mindset and the ability to challenge legacy thinking to drive lasting change.

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Education & Experience:

\n\nBachelor's degree or equivalent, ideally in Finance, Business Management, IT, or Supply Chain Management.\nMinimum of 5+ years’ experience in process design and improvement, particularly in global, regulated, or cross-functional environments.\nExperience in customs clearance, trade compliance, or duty-related finance processes is essential.\n\n

Skills & Knowledge:

\n\nProficiency in process mapping and project management tools (e.g., LEAN, Six Sigma, PMP, ScrumMaster).\nKnowledge of customs & duty billing processes and regulations is strongly preferred.\nFormal training or certification in customs or trade compliance is a strong plus.\n\n

Personal Attributes:

\n\nStrong analytical skills with a history of measuring and reporting on KPI performance.\nExceptional problem-solving abilities and experience in continuous improvement initiatives.\nSelf-motivated, highly organized, and meticulous, with a strong focus on results.\nOutstanding communication and interpersonal skills for effective collaboration and stakeholder engagement.\nAdaptable and flexible, thriving in dynamic environments while working with virtual and diverse global teams.\n\n\n\n

What's in it for you?\n

You will work in a great place, as DHL Express is a certified Great Place To Work. This means you will work in an environment where trust and safety are core values! Next to this, we also offer:

\n\nA competitive salary, bonus incentives and a strong pension scheme;\nGreat onboarding and an intensive 100 days induction program;\nA wide range of employee benefits that support your wellbeing; \nAvailability of a wide range of training and development packages;\nSocial events;\nA job within a company that pays attention to our environment and future;\nRCS Grade I\n\n

For this position you can either be based in Kuala Lumpur or Maastricht.

\nDHL 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\n\n\n\n☸ DHL Finance Services B.V. Pierre de Coubertinweg 5, 6225 XT\n\n\n\n\n\nBob Stijnen\nTalent Acquisition and Development Expert\n\n\n\n\n\nDHL Finance Services B.V.
Pierre de Coubertinweg 5
6225 XT Maastricht\n\n\n\n\n\n\n\n