Key Responsibilities:

Customer Master Data & Onboarding Governance:

- Strategic Oversight: Develop and implement robust policies and procedures for new customer onboarding, ensuring a thorough customer credit assessment process is conducted in collaboration with relevant finance and sales teams.

- Data Integrity & Maintenance: Oversee the maintenance of accurate, complete, and timely customer and vendor master data within SAP S/4HANA, ensuring adherence to data governance standards and minimizing discrepancies.

- Cross-Functional Coordination: Act as the primary liaison with Sales, Customer Service, IT, and other relevant departments to facilitate seamless customer and vendor master updates and resolve any data-related issues.

- System Enhancement: Identify opportunities for automation and process improvements in master data management to enhance efficiency and accuracy.

Claims & Deductions Management Excellence:

- Process Ownership: Lead the end-to-end process of customer claims validation, processing, and resolution, including trade promotions, damages, and pricing discrepancies.

- Stakeholder Collaboration: Drive effective collaboration with Sales, Marketing, Logistics, and other cross-functional stakeholders to ensure timely processing of claims and secure necessary No Objection Certificates (NOCs) for accurate settlement.

- Performance Optimization: Drive continuous improvement in Claims Turnaround Time (TAT) to enhance distributor satisfaction and minimize financial leakage.

- Reporting & Analysis: Generate regular reports on claims volume, value, and resolution status, providing insights to senior management for strategic decision-making.

Credit Management, Collection and Cash Application:

- Policy Adherence: Monitor and enforce strict adherence to credit policies, including oversight of credit limits, payment terms, and customer risk categorization for all customers.

- Strategic Collections: Oversee and manage all aspects of cash collections, including Cheque/ACH payments, channel financing, and leveraging automated communication mechanisms (e.g., auto-mailers) to ensure timely receipts.

- Dispute Resolution: Lead the resolution of payment failures, short payments, and overdue accounts by collaborating with customers and internal teams.

- Reconciliation Accuracy: Ensure timely and accurate reconciliation of customer accounts, investigating and resolving discrepancies to maintain clean ledgers.

- Process Efficiency: Identify and implement best practices for cash application to maximize efficiency and reduce manual intervention.

Sales Order Governance & Control

- Compliance & Audit: Ensure strict compliance with internal audit requirements and credit policy before processing sales order block/unblock requests.

- Process Controls: Design, implement, and monitor robust process controls to minimize sales disruptions caused by overdue accounts or credit limit breaches.

- Risk Management: Proactively identify potential risks related to sales order processing and implement corrective actions to maintain operational fluidity.

KPI Ownership, Reporting & Analytics:

Key Performance Indicators (KPIs): Be the owner for critical O2C KPIs, including:

- Claims TAT (Turnaround Time): Drive continuous improvement and report on performance.

- DSO (Days Sales Outstanding) vs. LE (Latest Estimate): Analyze trends, identify deviations, and propose corrective actions.

- Accuracy of Customer Master Data: Monitor and report on data quality metrics.

- Volume of Blocked Orders Released within SLA: Ensure timely resolution of blocked orders and minimize business impact.

- Quarterly Customer Reconciliation: Ensure timely and accurate reconciliation with customers.

- Performance Reporting: Prepare and present comprehensive reports on O2C performance, insights, and recommendations to senior management.

- Data-Driven Decision Making: Utilize data analytics to identify trends, pinpoint areas for improvement, and support strategic decision-making related to commercial operations.

Key Competencies: Competency Description:

Process Orientation

Strong understanding and proven experience in optimizing the end-to-end Order to Cash (O2C) cycle, with a focus on efficiency, control, and compliance.

Analytical Thinking

Exceptional ability to analyze complex data related to claims, credit exposure, payment trends, and operational metrics, translating insights into actionable recommendations. Proficient in identifying root causes and developing data-driven solutions.

Communication & Influence

Superior stakeholder management skills with the ability to effectively communicate, influence, and negotiate with diverse internal (Sales, Customer Service, Finance, IT) and external stakeholders.

Risk & Control

Mindset Demonstrated ability to design, implement, and monitor robust financial controls across all commercial operations processes, ensuring compliance and mitigating financial risks.

People Management

Proven experience in leading, and developing a team, fostering a high-performance culture within operational or cross-functional teams. Ability to delegate effectively and empower team members.

Execution Excellence

Proven ability to drive operational efficiency, ensure data accuracy, and consistently meet or exceed Service Level Agreements (SLAs) in a fast-paced environment. Strong attention to detail and commitment to quality.

Problem-Solving Proactive and resourceful in identifying operational challenges, developing creative solutions, and implementing them effectively to achieve desired outcomes.

Preferred Qualifications:

- Educational Background: Chartered Accountant (CA) or MBA (Finance) from a reputed institution.

- Experience: 8-10 years of progressive experience in Commercial Finance or Commercial Operations within the FMCG / Consumer Goods / Distribution sector.

- Domain Expertise: Prior hands-on experience in managing credit and collections operations is a significant plus.

- Technical Proficiency: Strong proficiency in SAP S/4HANA and advanced MS Excel skills. Experience with business intelligence tools (e.g., Power BI,) is desirable