Purpose & Overall Relevance for the Organization:

The Order to Cash (O2C) Senior Manager will be responsible for maintaining adherence to Global Policies, drive O2C strategy topics and provide ongoing support to the O2C Director. In this position, he or she will be managing the North America Credit and Claims portfolio, ensuring performance and process standardizations are achieved. The O2C Senior Manager will act as escalation point for the process related issues both from the customer, NAM colleagues and will be responsible for managing the Global Business Services (GBS) staff and balancing the workflow of the function.

Key Responsibilities:

• Responsible for the service delivery of Several O2C (Credit & Claims) teams serving the customers, delivering performance that meets or exceeds service level agreement targets.
• Responsible for the credit and collection, plus claims and disputes management processes.
• Significantly contribute to the GBS priorities, KPI’s, OKR and overall GBS roadmap.
• Build and establish a trustful relationship with the NAM and GBS Business Partners.
• Develop and coach the team to build and strengthen the deliveries of the area.
• Acts as an effective support & backup of the O2C Director, helping to establish and roll-out the team strategy.
• Drive continuous improvement in the O2C team by introducing Lean principles and developing team members.
• Lead the implementation of technology solutions.
• Support the design, develop and implementation process standardization, harmonization, automation, RPA in partnership with the GPO and Delivery Excellence.
• Analyze, develop new and adjust existing end to end processes/services, standards or operational plans, and deliver results with direct impact on O2C, other streams and markets.
• Support the internal controls process and advice on improvement areas to have successful controls.
• Take responsibility for understanding stakeholder requirements, collecting data, delivering analysis, problem resolution and proposing solutions.
• Provide comprehensive expertise for operational processes under their area of responsibility.
• Develop and implement adequate communication packages to present derived results, recommendations and solutions.
• Manage compliance and global process guidance.
• Manage customer related issues with their direct reports, which includes problem resolution and root cause analysis.
• Manage the relationship and support requests from the NAM Finance departments and other stakeholders in the business.
• Facilitate review of the accounts receivable position of the sales and finance teams
• Act as escalation point for the operational related issues, collaborate process related issues with the GPO.
• Work with relevant stakeholders and provide the O2C GPO with recommendations pertaining to O2C technology and process improvements.
• Partner with the GPO in managing process and improvement focused projects for O2C.
• Establish and maintain strong financial controls over the work performed.

Key Relationships:

• Field Accounts in USA and Canada (Specialty, Golf and adidas Team Sports).
• NAM Commercial Finance Team.
• NAM Sales Team.
• Global Process Owners.

• GBS Operational Teams (Cash Application and Account Operations).
• GBS Functional Teams (Comms, Delivery Excellence, Continuous Improvement).
• HR Business Partners.

Knowledge, Skills and Abilities:

• Enthusiastic and Results Driven.
• Self-motivated and Team Player.
• Strong Customer Focus.
• High Adaptability.
• Great in Communications and Presentation Skills.
• Ability to make data-driven decisions with limited time.
• Great at Decision Making and conflict resolution.
• High attention to detail.

 

Requisite Education and Experience / Minimum Qualifications:

• Bachelor’s degree in business administration, Accounting, Finance or Economics.
  A Master’s degree is a plus.
• 7+ years of relevant experience in an O2C Manager role, such as Customer Lifecycle, Cash Application, Credit and Collections, and/or Claims.
• Proven experience in leading, mentoring and developing high performance teams.
• Ability to think strategically and make decisions with a long-term vision.
• Experience with continuous improvement methodologies and root cause analysis.
• Experience leading and driving projects aimed at improving O2C processes. 
• Advanced capabilities in English and Spanish (written and spoken).
• Advanced knowledge in MS Office and SAP ERP systems.