PtP Team Lead

About the role

The PtP Team Lead is responsible for overseeing the end‑to‑end service delivery across multiple countries or clusters, ensuring that Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs) are defined, maintained and executed. This role acts as the primary escalation point for both local and outsourced activities while driving continuous improvement and integration initiatives within the DPWN group and Express division.

Key responsibilities

• Develop, agree and maintain annual SLAs and ensure their execution.
• Maintain and improve SOPs and related documentation.
• Build and sustain strong relationships with country or cluster representatives and ensure effective communication channels.
• Serve as the final escalation point for customer issues across local and outsourced teams.
• Coordinate contacts with internal and external service providers, including finance controllers, CFOs, suppliers, banks, tax authorities and auditors.
• Promote knowledge sharing to support the integration strategy of the DPWN group and Express division.
• Manage local training deliverables, technical environments (PC set‑up, test servers, training labs) and support activity transfers between countries.
• Identify and implement service quality and cost‑improvement opportunities.
• Oversee monthly accounting and reporting in line with DP DHL guidelines, IAS/IFRS and local GAAP.
• Implement ISO and best‑practice standards, and drive people development, succession planning and performance management.

Required profile

• University degree, preferably in accounting or finance.
• Proven experience managing people and departments in a multi‑functional, multicultural environment.
• Strong leadership, strategic thinking and change‑management capabilities.
• Excellent interpersonal and communication skills, fluent in English and French.
• Ability to work under pressure, manage expectations and deliver results.

Required skills