OTC Leader and Process Improvement Manager

General Summary: The Order to Cash Process Improvement Manager will ensure continuous improvement of the OTC processes. This may include standardizing or automating process steps, harmonizing data for consistent processing and reporting, identify and implementing new tools to improve accuracy and efficiency, customer master maintenance, client contract administration, client cancellations, credit administration, credit control, cash application, billing, client queries etc.

Requirements:

• Master’s Degree in Finance / Accounting / Business or other related discipline required
• 6-8 Years of Global Operations and team handling experience in OTC processes
• Working experience on Oracle, Microsoft Dynamics Navision will be preferred
• Must have experience, working in a Shared Services Centre (SSC) environment
• Experience managing audit firms through complex and technical situations
• Proven track record of successfully managing and developing teams
• Strong knowledge and experience with order to cash processes including invoicing, accounts receivable management, bad debt analysis, credit and collections and account reconciliations is required. Understanding of associated treasury and cash management processes and procedures is preferred
• Excellent written and spoken English
• French / German /Dutch – proficient level
• Time management skills
• Strong analytical ability and problem solving skills
• Good motivation skills and negotiation skills

Responsibilities:

• Act as primary point of contact for all business related escalations coming from internal customers
• 1st level of escalation for client issues, takes necessary actions to get the resolution, communicate with the customer about status and actions taken
• Build strong communication and close working relationship with the OTC key stakeholders at customer level, proactively ask for feedback, take full ownership of the process and operations managed
• Monitor teams quality of work performed day-to-day, ensuring customer satisfaction, accuracy and timely delivery of all elements of the Order to Cash Process.
• Establishing and adequate control environment and optimizing the efficiency of OTC process with focus to deliver improvement in working capital of the company
• Ensures work flow and processes are to maximum efficiencies for business necessity (agent breaks, work times, number of outbound collection calls, billing fulfillment, dispute fulfillment, cash application, order entry, quality assurance)
• Focus on more structural problem solving and quality improvement
• Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with order to cash procedures and policies
• Provides leadership and responsible for people management matters such as performance evaluations, employee recognition, employee development & training and employee relations
• Assist upper management with implementation of new procedures and policies
• Actively engages and lead the company’s business units and impacted functions to adopt and embrace globally standardized processes
• Develops and translate the overall transformation strategy into operational goals, objectives, and process roadmaps and identifies necessary resources (people and capital) to support the implementation of these strategies
• Publish weekly / monthly / quarterly key performance Indicators (KPIs) to stakeholders and executive management
• Coordinates the supervisor`s activities in collaboration with the top-management
• Participates in cross functional process and system improvement initiatives

• Understand business / strategies for order management and support automation of business process across order management
• Continuous Process and system improvement initiatives
• Managing customer relationships and dealing with queries and discrepancies in relation to the provided accounts receivable services
• Participates in the recruiting, interviewing and hiring process for the Order to Cash Department / Develop recruitment plan and ensure target hiring goals are met
• Track record of closely partnering and driving change in concert with corporate management, specifically related to global processes and systems
• Monitor attendance and ensure team members are following appropriate working schedules
• Prepare and Perform disciplinary actions in collaboration with the department leaders, other supervisors and the HR Department
• Provides confirmation of working hours, medical leave and vacation for the Order to Cash Team to HR department
• Approves or reject vacation requests depending on staffing needs in conjunction with department leader/supervisors
• Report all trends, issues and escalations to upper management
• Motivates the team to continuously improve and as act as a single team striving towards process goals and company objectives
• Performs other duties as assigned

Working Conditions and environment:

• Working in Shared Service Environment
• Working in International multi-cultural working environment in different time zones
• Support and coordinate remote activities performed in Regional Offices