Alcon, a renowned global leader in eye care, is currently seeking a dynamic and experienced professional for the position of Global I2C Service Delivery Leader. This pivotal role will be responsible for overseeing Service Delivery and Process Optimization at Alcon’s Global Service Centers (AGS), spanning across various time zones.

Leadership and Management:

– Set clear vision and objectives for in-scope processes aligned with the overall Alcon Group and Finance strategy.

– Coordinate with key stakeholders, including Customer Operations, to ensure integrated and efficient service delivery.

– Support Head FRA Process Excellence in establishing ways of working between the new service delivery organization and the Regional Heads of FRA and key stakeholders to support quality of reporting.

– Collaborate with Global Credit Management team to review and update Alcon’s Credit Management Policy.

– Understand established service level agreements for baseline business.

– Develop an external network of process experts to gain benchmarking and best practices insights.

Service Delivery Management:

– Oversee and manage FRA Service Delivery for in-scope processes, enabling Regional Controllership to prioritize accounting and compliance functions effectively.

– Ensure timely and accurate delivery of services for Global Processes within the defined scope.

– Define, measure, and achieve Key Performance Indicators (KPIs) for in-scope processes, conducting root-cause analysis and implementing corrective action plans when necessary.

– Monitor, track, and enhance Key Performance Indicators (KPIs) to continually improve process performance for the designated processes.

– Take ownership of task assignment, reviews, turnaround time (TAT), and service levels (SLAs) for in-scope Invoice to Cash processes.

– Provide comprehensive operational and management support for credit management, collection management, month-end reporting, and reconciliation processes.

– Maintain a strong focus on reducing past due receivables while driving positive impacts on working capital.

– In addition to delivering operational excellence, establish and maintain Governance and stewardship over processes, systems, and data for the in-scope processes.

Process Optimization:

– Define standard compliant processes and drive optimization initiatives for collections, cash application, and credit management.

– Identify areas for improvement and implement corrective action plans.

– Develop a comprehensive strategy for process optimization, focusing on standardization and automation for in-scope processes moving from regional to global approach.

– Collaborate with cross-functional teams to identify cost-saving opportunities and continuous improvement initiatives.

– Drive process stability and consistency across all global centers, ensuring adherence to best practices and standardized procedures.

Risk Management and Compliance:

– Manage risks for in-scope processes and ensure adherence to relevant compliance standards and internal SOX controls.

– Support internal and external audits, maintaining a strong control framework.

Project Management:

– Lead global projects to improve process efficiency and service delivery, ensuring alignment with the global model.

– Collaborate with key stakeholders, including FRA Leadership, to implement operational changes successfully.

People Management:

– Role model an inclusive, initiative-taking, and results-driven leadership style with a strong customer service focus.

– Build and develop talent, fostering a continuous improvement mindset and providing relevant training in the areas of process excellence, Financial IT systems, internal controls, and fraud awareness.

– Actively support AGS working style in alignment with Alcon Values and Behaviors.

– Cultivate a customer service-focused culture and drive improvement through standard solutions.

Education: (minimum/desirable)

– University Degree, MBA desirable

– Lean/ Six Sigma Certified preferred

Languages:

– Fluent English + other languages a plus

Experience:

– 10 to 15+ years of progressive experience in credit analysis, collections, cash management, or financial operations.

– 5+ years of successful leadership experience managing global teams within a shared service environment.

– Proven track record in managing large teams across multiple shared services centers and driving significant process improvements.

– Strong technical expertise in I2C processes, including credit management, collection strategies, and cash application.

– Extensive project and change management experience, with a focus on driving performance through standardization and optimization of processes.

– Demonstrated ability to excel in talent development, team building, and change management.

– Experience working effectively in a multinational, matrix organization with exposure to global processes.

– Proficiency in SAP and other ERP systems, along with relevant applications.

– Excellent interpersonal and communication skills, fostering productive collaboration and effective leadership.

Skills and Competencies:

Strategy and Policy:

– Business Acumen

– Drives for results

Process design:

– Process relevant functional knowledge

– Analytical thinker

– Continuous improvement mind-set

Service delivery:

– Business Process re-engineering experience a must

– Process performance management

– Profound Project / Change Mgmt. Experience

– Issue resolution / Problem solving

Customer relationship management:

– Excellent customer management skills

– Ability to communicate and influence effectively across organizations

– Ability to resolve conflicts

Talent management:

– Proven leadership skills

– Open collaborator