Head - Order To Cash - Shared Services - CA

Looking for qualified CA's for an Order to Cash Head/ O2C Head role with one of the renowned client in manufacturing industry based at Gurugram.

Designation : Order to Cash Head /O2C Head -Shared Services

Location : Gurugram Onsite WFO

Experience : CA Qualified with 12 to 15 years in Order to Cash processes such as Customer Master Data, Accounts Receivable incl cash application, reporting, credit risk etc., Sales Order (SO) Management - create & monitor SO, manage 3rd party order etc. within global shared services .

Remuneration : Best in Industry

Roles and Responsibilities:

Functional and operational tasks:

- Manage GSS O2C Activities according SLA. Ensuring SLAs are met in relation to transaction processing.

- Ensures Standard Operating Procedures (SOPs) are updated for OtC scope under the GSS India Scope, being updated on a regular basis at least once a year as process changes occur and are being sent to Regions, GPOs for review and approval as per GSS global guidelines on SOPs updates and process.

- Ensures team leads trainings and back-up matrix to secure smooth operations and de-risking in case of attrition.

- Drives governance and operational calls with OtC team leads proactively as per global governance design presenting transparently results, achievements, root causes and help needed to lift up operations to stabilization phase.

- Monitors OtC operations proactively including right timeliness and quality, addresses any issues occurring with right stakeholders.

- Prevents creation of backlogs and if occurs informs proactively impacted stakeholders incl. Head GSS India and regional stakeholders. Identify potential sensitive issues and escalate it to the appropriate level.

- Owns improvement plans related to OtC Operations and drive proactively updates, resolution with teams involved, impacted.

- Coordinate and supervise month end / year end closings with Sales, SCM and Finance Managers.

- Coordinate Year-end procedures, Internal and external audits coordination with finance team as per the GSS framework.

People Management:

- Responsible for managing OtC Team members development - incl talent and low performance management.

- Designs career development paths to retain key critical resources.

- Ensures an optimal organization & resourcing as per grade mix matrix to deliver robust organization yet cost effective.

- Monitors attrition levels and works directly with tower leads on understanding the root causes and finding solutions to reduce the attrition.

- Ensure realization of the annual appraisal interviews, succession planning, development of all directly reporting team members.

Process Improvements:

- Promotes Continuous Improvement mindset within Teams working closely with GSS Command Center Team on automations with right priority to deliver expected productivity gains.

- Cooperates closely with GPO community on process re-design, pain points from operational point of view with outside of box thinking which solution is orientated.

- Improve operational efficiency by exploring new ways of working through process improvements.

- Innovate ways to automate process by rolling out quality initiatives.

- Ensure adherence to the Key Performance Indicators (KPIs) agreed with the business in Accuracy,

Productivity and Customer Satisfaction:

- Implement better work practices to achieve high standards of work and maintain established work procedures.

- Provide quality service/ advice in accordance with agreed service standards

Escalation Management:

- Follows the escalation matrix and promotes implementation of escalation matrix with key stakeholders to ensure correct flow of information with fact-based outcomes.

- Informs Head of GSS India about critical escalations proactively with clear problem statement, solution, timelines and any help needed.

- Ensures structured tracking of all escalations as per global guidelines and ensures key stakeholders are aware of the outcomes and progress on the resolution of escalations incl details RCA's - Root Cause Analyses (All escalations should be driven until completion with right communication flow to stakeholder impacted).

Knowledge Management and Retention:

- Service delivery processes are documented and reviewed regularly to ensure its appropriateness

- Keeping up to date with changes to policies and procedures

Stakeholder engagement:

- Develop and manage regular engagement with the OtC stakeholders (internal and external) for predictable service delivery. Provide regular performance updates to appropriate stakeholders

- Builds a very strong and partnership transparent relationship with Regional Heads (Sales, SCM and their extended teams - promoting 'One Team' approach between both teams.

- Cooperates closely with Global Functions to make sure they are part of Shared Services Operations and have visibility on the OtC workstream deliverables and challenges proactively as required.

- Builds strong connections with GPO community (OtC) as a critical partner in process changes, improvements, scope increase or decrease.

- Cooperates very closely with GSS Team Members sharing best practices and contributing to global alignment of Global Shared Services as a function.

Leadership tasks:

- Strong leadership & able to provide guidance & mentorship to team members.

- Balancing of workload & assignment of tasks

- Internal and external conflict management

- Team player & excellent people management skills.

Management responsibility:

- Ability to deliver results, meet deadlines/SLAs and the ability to prioritize and manage time effectively.

- Directly responsible for OtC workstream Service Delivery and development of GSS OtC team.

- Functional, coordination and operational tasks, leadership and management tasks.