Job Description

Job purpose

This role is accountable for delivering consistent, accurate, and digitally enabled O2C operations across multiple workstreams and clients. The O2C Manager drives service quality, automation adoption, workforce capability, and client partnership to achieve high performance and predictable outcomes. The role is critical in shaping a future-ready, analytics-driven O2C function that reduces rework, strengthens control integrity, and improves customer experience at scale.

The Manager acts as a process and people leader, driving operational excellence, automation adoption, and performance governance. The position emphasizes strategic oversight of transactional execution, analytical decision-making, and process transformation in alignment with organizational digital and AI-enabled finance initiatives.

Role Goals (Outcome Focused & Leadership Aligned)

1. Ensure High-Quality, Predictable Service Delivery

• Achieve stable, accurate, and timely O2C outcomes across countries and processes.

• Reduce escalations, errors, and rework through strong governance and proactive risk management.

• Maintain SLA compliance and quality benchmarks across teams.

2. Strengthen Client Relationships & Service Confidence

• Serve as a strategic point of contact for clients, ensuring transparent communication and fast issue closure.

• Anticipate client needs, identify risks early, and build confidence through reliable, data-backed performance.

• Drive measurable improvements in customer satisfaction.

3. Lead Digital, Automation & Analytics Enablement

• Champion adoption of OCR, automated matching, workflow tools, AI agents, Power BI, and process automation.

• Drive touchless processing targets, exception reduction, and digital maturity across teams.

• Translate insights from analytics into operational decisions and continuous improvement actions.

4. Strengthen Governance, Controls & Compliance

• Ensure adherence to internal controls, SOX, audit standards, and statutory requirements.

• Standardize processes across countries and accounts to reduce variability and simplify delivery.

• Lead transition, migration, and documentation efforts ensuring operational readiness.

5. Build, Develop & Lead a Future-Ready Workforce

• Develop team capability through coaching, skill uplift, and digital fluency.

• Drive a performance culture focused on accountability, quality, and innovation.

• Ensure optimal workforce planning, role clarity, and stabilization of new or scaled engagements.

6. Deliver Continuous Improvement & Operational Efficiency

• Identify improvement opportunities that enhance accuracy, turnaround time, efficiency, and customer experience.

• Implement best practices and lead initiatives that create sustainable operational value.

• Use data and insights to target root causes and achieve measurable improvements

Key Responsibilities

• Process Leadership & Governance

• Lead the overall O2C delivery across all sub-processes:

• Customer Master Data and Credit Management

• Order Processing and Billing & Invoicing

• Collections and Dispute Resolution

• Cash Application and Reconciliations

• AR Month-end & Reporting

• Ensure accuracy, timeliness, and compliance with SLAs, KPIs, SOX controls, and statutory guidelines.

• Oversee performance dashboards, variance analysis, and trend reporting for leadership and client governance meetings.

• Manage month-end and quarter-end close activities ensuring subledger integrity and reconciliation sign-off.

• Drive root cause analysis for recurring exceptions and implement corrective and preventive actions.

• Maintain and review SOPs, RACI matrices, and control documentation ensuring alignment to global process standards.

Digital & Analytical & Transformation Enablement

• Champion automation and digital initiatives across O2C, promoting adoption of AI, OCR, and RPA solutions for touchless transaction processing. 

• Partner with GPO and transformation teams to identify process simplification and digital enablement opportunities (e.g., Power Platform, Ai Agents, UiPath).

• Review automation performance metrics and oversee the validation of exceptions post-deployment.

• Use analytics and visualization tools (Power BI, Excel dashboards) to interpret operational trends, capacity utilization, and exception analytics.

• Lead data-driven decision making to improve DSO, cash flow accuracy, and working capital performance.

• Contribute to future-ready capability development of the team through digital tool training, process simulations, and certification drives.

People Leadership & Collaboration

• Manage, coach, and develop staff and senior analysts across regions to achieve excellence in performance, accuracy, and client engagement.

• Foster a culture of accountability, innovation, and continuous improvement within the team.

• Collaborate cross-functionally with Finance, Operations, and Technology teams for seamless O2C integration.

• Act as the primary escalation point for clients on process delivery, controls, and service performance.

• Support hiring, workforce planning, and skill development based on process maturity and digital roadmap needs.

Client & Stakeholder Management

• Act as the strategic advisor and process SME for client organizations, guiding on O2C optimization, transformation, and automation adoption.

• Participate in contract governance, transformation steering committees, and quarterly business reviews (QBRs).

• Support solution design, transition planning, and process benchmarking during new client onboarding and transformation projects.

• Partner with cross-tower Managers and GPOs (P2P, R2R) to ensure end-to-end finance process integrity and unified digital architecture.

Functional & Technical Skills

• Deep understanding of end-to-end O2C lifecycle including billing, dispute handling, credit control, collections strategy, and reconciliation governance. 

• Strong command of ERP systems (Business Central, D365, SAP, Ariba) and related workflow or ticketing tools.

• Advanced data and reporting proficiency: pivot tables, automation scripts, dashboards, and analytics models.

• Proven knowledge of accounting standards, revenue recognition, reconciliations, and intercompany postings.

• Familiarity with RPA, Power Automate, Ai Agents, or Power Apps for workflow efficiency.

• Understanding audit readiness, SOX compliance, and risk control frameworks.

Future-Ready & Behavioural Competencies

• Digital Fluency: Leads adoption of automation, analytics, and AI-driven finance tools within delivery.

• Analytical Leadership: Uses insights to challenge process inefficiencies and drive data-based actions.

• Agility: Balances delivery excellence with transition, transformation, and scalability objectives.

• Strategic Collaboration: Builds relationships with client stakeholders and global virtual teams for high-impact delivery.

• Continuous Improvement: Sponsors process optimization projects and innovation councils for future-ready capability enhancement.

Performance Metrics / KPIs

• Achievement of SLA and KPI targets across all O2C towers.

• Year-on-year automation adoption rate and exception reduction.

• DSO improvement and working capital optimization.

• Process audit compliance and zero-defect control adherence.

• Client satisfaction (CSAT/NPS) and service governance outcomes.

• Team performance, retention, and capability uplift metrics.

Qualifications & Experience

• Education: B. Com / M. Com / MBA (Finance) / CA / ACCA / CMA preferred.

• Experience: 10 – 15 years of experience in Finance Operations or Shared Services, with 3+ years in an O2C leadership or supervisory role.

• Proven exposure to ERP transformation, automation enablement, or process transitions.

• Experience managing multi-country or multi-client delivery environments.