Manager - Order to Cash - KPO

Job Purpose

The Manager - Order to Cash (O2C) will oversee and optimise the end-to-end O2C process within the organisation.

The role involves managing a team of O2C specialists, ensuring timely and accurate order processing, invoicing, collections, and cash application.

The Manager will collaborate closely with cross-functional teams to streamline operations, enhance efficiency, and maximise customer satisfaction.

This is a senior leadership role that offers the opportunity to drive transformational change.

Key Responsibilities

Strategic Leadership

- Develop and implement the O2C strategy in alignment with the organization's objectives.

- Define goals, metrics, and KPIs to measure the effectiveness and efficiency of the O2C process.

- Provide strategic guidance to the O2C team to ensure alignment with global standards.

Process Optimisation

- Lead initiatives to standardize and optimize O2C processes.

- Identify opportunities for automation and integration of O2C systems and tools.

- Implement best practices and continuous improvement methodologies.

Customer Relationship Management

- Collaborate with sales and customer service to ensure seamless order processing.

- Resolve customer inquiries, disputes, and escalations related to orders, invoices, and payments.

- Implement measures to enhance customer satisfaction and retention.

Financial Management

- Monitor and analyze O2C performance metrics.

- Develop strategies to optimize working capital and improve cash flow forecasting.

- Collaborate with finance teams to reconcile accounts receivable and ensure accurate financial reporting.

Team Management and Development

- Lead and mentor a team of O2C specialists.

- Set clear performance expectations and provide constructive feedback.

- Promote a culture of collaboration and continuous improvement.

Compliance and Risk Management

- Ensure compliance with internal policies and regulatory requirements.

- Implement controls to mitigate risks related to credit exposure and billing errors.

- Conduct regular audits to monitor compliance and identify areas for improvement.

Qualifications and Work Experience

- Bachelor's degree in Business Administration, Finance, Accounting, or a related field. Master's degree preferred.

- 10-12 years of experience in O2C, order management, credit management, or related roles.

- Strong understanding of O2C processes, systems, and best practices.

- Excellent analytical, problem-solving, and decision-making skills.

- Effective communication, negotiation, and stakeholder management skills.

- Proven leadership experience and proficiency in O2C systems and tools.