Purpose & Overall Relevance for the Organization:

The Order to Cash (O2C) Manager will lead an O2C team and be responsible for maintaining adherence to Global Policies, drive strategic topics throughout the team, manage O2C topics and provide ongoing support to the O2C Director. In this position he or she will be managing projects, including process standardization as well as tools implementation. The O2C Manager will act as escalation point for process related issues both from the customer and colleagues, manage the Global Business Services (GBS) O2C staff and balancing workflow of the function.

Key Responsibilities:

• Responsible for the service delivery of an O2C team serving the customers, delivering performance that meets or exceeds service level agreement targets
• Responsible for the credit, customer billing, cash applications, collections & dispute management processes, customer & Price Data Management
• Drive continuous improvement in the O2C team by introducing Lean principles and developing team members
• Project management for the implementation of technology solutions
• Manage customer relationships, which includes problem resolution and root cause analysis
• Manage the relationship and support requests from partner Finance departments and other stakeholders in the business
• Facilitate review of the accounts receivable position of the customer to sales and finance teams
• Act as escalation point for process related issues
• Work with relevant stakeholders and provide the O2C GPO with recommendations pertaining to O2C technology and process improvements
• Manage the process and improvement focused projects for O2C
• Establish and maintain strong financial controls over the work performed

Key Relationships:

• Finance Team
• Process Owners
• IT & Corporate Solutions
• Sales Team
• Customer Service
• Portfolio of Customers

Knowledge, Skills and Abilities:

• Excellent written and spoken English skills
• Good communication and people management skills
• Customer orientation and empathy
• Attention to detail
• Experienced user of SAP
• Complete familiarity with Excel
• Knowledge of LEAN methodology is a benefit

 
Requisite Education and Experience / Minimum Qualifications:

• BA degree in Accounting, Finance or Economics
• Minimum of 5 years of relevant experience in End-to-End processes specifically for O2C activities
• Experience with process improvement and root cause analysis
• Previous experience in an O2C Manager role
• Proven work experience in people management/ demonstrated ability to manage a medium-sized team
• Experience in project management
• Experience in Shared Service environment is considered a plus