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)

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.