Job Description
Job purpose
This role leads the delivery of high-quality, accurate, and digitally enabled O2C services while guiding junior team members and ensuring strong compliance, client satisfaction, and operational stability. The position acts as a key driver of exception reduction, automation adoption, and continuous improvement, helping shape a future-ready, analytics-led delivery model across the O2C lifecycle.
Role Goals (Outcome Focused)
- Drive Quality, Accuracy & Timeliness
- Ensure first-time-right processing and proactive issue prevention across O2C workstream.
- Strengthen stability by reducing errors, delays, and rework through coaching and oversight.
- Elevate Client Experience
- Act as a primary contact for issue resolution, ensuring clear communication, faster turnaround, and improved client confidence.
- Monitor delivery performance and address risks early to maintain service continuity.
- Accelerate Digital & Automation Adoption
- Champion use of OCR, automated matching, dashboards, and AI tools to minimize manual work.
- Lead pilots, support digital onboarding, and contribute insights that advance touchless processing.
- Strengthen Controls, Governance & Compliance
- Ensure adherence to SOX, audit, and internal control requirements across transactions.
- Support documentation, transition workstreams, and standardization across multi-country environments.
- Build Capability & Drive Continuous Improvement
- Mentor and upskill analysts to create a more capable, future-ready workforce.
- Identify process gaps, propose improvements, and support initiatives that enhance efficiency, accuracy, and customer experience.
- Promote knowledge sharing and embed best practices across service lines.
Key Responsibilities
- Process Delivery & Governance
- Oversee day-to-day delivery of O2C activities, including:
- Customer Master Data Management
- Sales Order Entry & Fulfilment
- Billing & Invoicing
- AR Collections & Dispute Resolution
- Cash Application and Reconciliations
- AR Month-end & Reporting
- Validate completeness and accuracy of remittances, receipts, adjustments, and allocations across ERP systems (e.g., SAP, Business Central, D365).
- Monitor SLA adherence, control compliance, and ensure client satisfaction through initiative-taking communication and issue resolution.
- Prepare dashboards, variance reports, and KPI summaries for leadership review and client reporting.
- Lead month-end close activities related to AR subledger and bank reconciliations.
- Ensure documentation and SOPs are current, standardized, and align with transition and quality assurance frameworks.
Digital & Analytical Enablement
- Drive adoption of AI-assisted automation tools, RPA workflows, and Power BI analytics for reporting and reconciliation.
- Perform complex data analysis to identify root causes for exceptions, recommend automation use cases, and enhance process efficiency.
- Partner with transformation and GPO teams to support touchless O2C initiatives, including OCR remittance, automated matching, and exception prediction.
- Validate automation performance metrics and contribute to AI Agent testing and hyper care post-deployment.
- Leverage Power Platform (Power BI, Power Automate) for developing and maintaining operational dashboards and reports.
- Champion of data-driven culture, mentoring staff on analytical tools and process optimization.
Collaboration & Governance
- Consult with client finance, operations, and business teams for escalations, process clarifications, and performance discussions.
- Support transition and process harmonization across geographies and ERP platforms, ensuring alignment with standardized templates and governance models.
- Guide and mentor staff-level associates, monitor their progress, and provide feedback for skill development and performance improvement.
- Collaborate with automation COE and transformation teams to align O2C process priorities with digital strategy.
Functional & Technical Skills
- Strong end-to-end understanding of the Order to Cash lifecycle, with firsthand experience in at least two areas:
- Customer Master Data Management
- Sales Order Entry & Fulfilment
- Billing & Invoicing
- AR Collections & Dispute Resolution
- Cash Application and Reconciliations
- AR Month-end & Reporting
- Proficient in ERP systems such as Business Central, SAP, D365, or Ariba.
- Advanced Excel and analytics proficiency (pivot tables, lookups, macros, formula automation).
- Working knowledge of automation tools (Power Automate, UiPath) and BI tools (Power BI, Tableau).
- Sound understanding of SOX controls, revenue recognition, reconciliations, and audit compliance frameworks.
- Ability to document process flows, exceptions, and SOP updates effectively.
- Awareness of automation and AI tools (e.g., Power Automate, Power BI, Ai Agents, UiPath) preferred.
Future-Ready & Behavioural Competencies
- Digital Fluency: Operates confidently in technology-enabled environments with automation, visualization, and AI tools.
- Analytical Mindset: Uses data-driven insights for exception analysis, trend identification, and decision support.
- Agility: Adapts quickly to process, technology, and client requirements; supports transition and transformation projects.
- Leadership & Collaboration: Demonstrates team leadership, conflict management, and effective stakeholder communication.
- Continuous Improvement: Proactively identifies improvement areas and contributes to process innovation, automation, and standardization.
Performance Metrics / KPIs
- SLA adherence and quality compliance across O2C processes.
- Reduction in manual intervention and exception rate.
- Process accuracy, turnaround time, and client satisfaction.
- Automation and digital adoption KPIs (bot utilization, dashboard usage).
- Contribution to transition, transformation, and process improvement initiatives.
- Staff mentoring and knowledge-sharing effectiveness.
Qualifications & Experience
- Education: B. Com / M. Com / MBA (Finance) / Pursuing CA / ACCA Intermediate.
- Experience: 5–10 years of experience in O2C or Accounts Receivable process delivery and governance.
- Firsthand exposure to ERP platforms such as SAP, D365, or Business Central.
- Experience with digital transformation, RPA implementation, or process automation is highly desirable.
- Prior involvement in multi-country delivery or transition/migration projects is an advantage.
