In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Key Responsibilities:
1) Works on rule-based decision making and leads transaction processing in the area of (depending on the scope of the contract) credit management, orders processing, document validation, cash collection and dispute management according to agreed process maps and Desk Top Procedures or other guidelines agreed with client.
4) Lead, set and achieve operational objectives, track and report service performance
5) Makes timely decisions by balancing the need for action with the need of an objective, fact-based perspective that optimizes data, intuition, and expertise.
7) Actively participates and manages the transition and stabilization phase.
Per Process:
- Order Management:
Oversee the order processing cycle, ensuring timely and accurate order entry and fulfillment. Collaborate with sales, logistics, and supply chain teams to resolve order discrepancies and improve efficiency.
- Invoicing and Billing:
Ensure accurate and timely invoicing in compliance with company policies and legal regulations. Monitor invoice generation, distribution, and follow-ups to address customer queries or disputes.
- Credit and Collections:
Manage credit assessments, approvals, and limit reviews for customers. Supervise collection activities to minimize overdue balances and bad debt risk. Build and maintain relationships with customers to resolve payment issues effectively.
- Dispute and Deduction Management:
Lead the resolution of disputes and claims by coordinating with internal stakeholders and customers. Analyze trends in disputes and implement corrective measures to prevent recurrence.
- Cash Application:
Process Improvements:
1.) Identify inefficiencies in the OTC process and implement solutions to enhance productivity and reduce costs and drive automation initiatives to streamline OTC processes and improve accuracy.
2.) Continually strives to simplify, standardize and improve processes. Seeks and exchanges information, ideas and concepts to actively support any CI initiatives and/or tools improvements.
3.) Engages in and drives all innovation and continuous improvement initiatives to help to achieve Continuous Improvement targets.
4.) Provide insights and recommendations to management for process improvements by using data analytics to drive decision-making and enhance OTC effectiveness.
Compliance and Governance:
1.) Ensures adherence to internal controls, company policies, and legal regulations and assists in audits both internal and external and cooperates with auditors to make sure that the audit is completed on time.
2.) Ensures valid escalation matrices on both internal and client side are up to date.
3.) Ensures timely Desk Top Procedures update. Ensures that operating procedures are communicated to the team, understood and followed by them.
4.) Track and report OTC performance metrics (e.g., aging reports, cash flow trends, dispute resolution rates).
Reporting and Analysis:
OTC Operations Manager is responsible for providing regular reports and analysis on key OTC metrics such as but not limited to DSO (Days Sales Outstanding), overdue accounts, and cash flow. Monitors and communicates performance indicators to management, identifying risks and opportunities.
3.) Ensures that cross training of backups/shadows is in place and knowledge is retained within the team. Special attention to be put on new joiners training (on the job training, proper support, documents walkthrough etc) and feedback providing to them on their work progression and development plans.
5.) Set goals, monitor performance, and provide coaching and feedback.
6.) Act as a mentor for junior team members, be responsible for training of new joiners
Qualification and Skills:
1.) Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
2.) With Atleast 6 years of experience in Order to Cash (O2C), with at least 3 years in a managerial/team leader capacity.
3.) Strong understanding of OTC processes, ERP systems (e.g., SAP, Oracle), and automation tools.
4.) Excellent analytical, problem-solving, and organizational skills.
5.) Strong leadership and interpersonal skills with the ability to manage cross-functional teams.
6.) Excellent understanding in financial reporting and data analysis.
7.) Knowledge of relevant regulatory requirements and best practices in credit, collections, and invoicing.
Key Competencies:
