The Order to Cash (O2C) Senior Manager will 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 related as well as tools implementation ones. The O2C Manager will act as escalation point for the process related issues both from the customer and the colleagues and be responsible for managing the Global Business Services (GBS) O2C staff and balancing work flow of the function.

• Responsible for the service delivery of Several O2C teams serving the customers, delivering performance that meets or exceeds service level agreement targets
• Responsible for the credit, customer billing, claims, collections & dispute management processes
• Significantly contribute to the GBS priorities, KPI’s, OKR and overall GBS roadmap
• Build and establish a trustful relationship with the Business Partners and local markets
• Develop and coach the leadership team to build and strengthen the deliveries of the area
• Acts as an effective support to the Stream Lead in establishing and implementing the stream strategy
• Drive continuous improvement in the O2C team by introducing Lean principles and developing team members
• Project manage 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
• Take responsibility for understanding stakeholder requirements, collecting data, delivering analysis, problem resolution and recommending options
• Provide comprehensive expertise for operational processes under 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 her is his managers, 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 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:

• Finance Team
• Process Owners
• IT & Corporate Solutions
• Sales Team
• Cash Application, Customer Lifecycle and Customer Service
• Portfolio of Customers
• Delivery Excellence

Knowledge, Skills and Abilities:

• Excellent written and spoken English and Spanish 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 Invoice to Cash activities
• Experience in leading teams though Transitions in Invoice to Cash, remote transitions preferred
• Experience with process improvement and root cause analysis
• Experience in an O2C Manager role, specifically Cash Application and Credit and Collections (Customer Lifecycle experience a plus)
• Proven work experience in people management/ demonstrated ability to manage a medium-sized team
• Experience in project management
• Experience in Shared Service environment