SUMMARY
Executes Order-2-Cash (O2C) operational activities within Credit Management, ensuring timely and accurate delivery according to SLAs, KPIs, work instructions, and controls. Performs day-to-day credit management tasks – including credit limit maintenance, credit assessments, order release, and blocked order handling – resolves operational exceptions and contributes to continuous improvement. Works with internal O2C stakeholders and customers to ensure credit risk requirements are met.
KEY ACCOUNTABILITIES
Service Performance and Issue Resolution
- Execute daily O2C credit management tasks (credit limit calculation and maintenance, credit assessments, credit limit reviews, prepayment management, order release, blocked order management, and customer account unblocking)
- Ensure execution meets work instructions, KPIs and service level agreements
- Handle operational exceptions related to credit limit breaches, overdue payments, and blocked orders
- Identify and monitor (recurring) issues, perform root cause analysis and work with the process management team on the remediation or improvement to prevent recurrence
- Escalate structural issues, risks, and recurring defects to the Head of Credit Management / appropriate channels
Implementation of Changes and Improvements
- Contribute to continuous improvement of underlying processes in Credit Management
- Support the implementation of new or updated work instructions, tools, and systems along the process (e.g., SAP, Salesforce) including system testing and change management (e.g., end user training)
- Document and align with the process management team on the updates required to the standard operating procedures and control matrices to reflect process changes and lessons learned
- Collect improvement ideas, contribute to the operational improvement backlog and work with the Head of Credit Management and the process management team on the prioritization
- Participate in pilot activities, testing, and training related to changes impacting the operational line
Process Accuracy and Reconciliation
- Ensure credit assessments and credit limit decisions are accurate and in line with company policies and credit risk frameworks
- Perform reconciliations and resolve variances related to credit and customer accounts
- Maintain credit management controls and ensure adherence to credit risk policies, financial control requirements, and internal audit standards
- Ensure accuracy of customer master data and credit-relevant terms
- Handle sensitive information securely
Stakeholder Management and Communication
- Coordinate with Sales, Finance, Customer Service, and Billing Management teams to resolve complex issues
- Provide clear communication on operational status and credit decisions
- Support internal/external audits and ad-hoc queries
JOB REQUIREMENT
Education
- University degree in Finance, Accounting, Business Administration, Economics, or related field
- Relevant vocational education with significant experience may be considered
Experience
- 5–7 years of experience in a process- or function-related operational role, ideally in Credit Management or O2C operations, preferably in a global shared services organization
- Experience working with O2C systems (e.g., SAP, Salesforce)
- Experience performing root-cause analysis and supporting system/process improvement initiatives, including change management (i.e., end user training)
Knowledge and skills
- Solid understanding of O2C systems and transaction workflows – SAP S4/HANA experience is an advantage
- Knowledge of credit risk policies, internal controls and compliance for credit management
- Strong attention to detail for financial and contractual documents
- Ability to handle sensitive financial and customer information securely
- Comfortable coordinating with Sales, Finance, Customer Service, and Billing Management teams
Other requirements
- Excellent command of both oral and written English
- Additional language(s) beneficial depending on team location and scope
- High level of confidentiality when handling sensitive financial and customer information
POSITION SCOPE
Reporting Line(s)
Solid line(s) to: Head of Credit Management
Working Relationships
Internal contacts
Head of Credit Management
Other Specialists and Team Leads within Order-2-Cash and adjacent processes
Process management teams Order-2-Cash
Sales, Billing Management and Finance teams
Group Treasury / OS&S Treasury
Project team (e.g., for any implementation projects)
External contacts
Service providers or external business partners as required for daily operations
External credit rating agencies
End customers
Tax authorities
