Service Performance and Issue Resolution
- Coordinate daily Order-2-Cash operational tasks for Billing Management including Service Charging and Accounts Receivable Sub-Ledger Management, ensuring timely and accurate execution according to work instructions and service level agreements
- Monitor team-level KPIs and SLAs for Billing Management, Service Charging and Accounts Receivable Sub-Ledger Management, implementing corrective actions for deviations
- Act as the primary escalation point for operational issues and exceptions, ensuring prompt resolution
- Escalate structural issues, risks, and recurring defects to the appropriate management
- Lead resolution of first-level escalations related to Billing Management (e.g., cancelling invoices, correcting invoices, managing open items, performing manual reconciliations)
Implementation of Changes and Improvements
- Collaborate with the process management team to drive continuous improvement of underlying processes in Billing Management (e.g., invoice creation posting receivable entries and revenue, invoice cancellation, invoice reconciliation), Service Charging (e.g., service mark-up calculation, service and intercompany invoice creation) and Accounts Receivable Sub-Ledger Management (e.g., ledger closing, performance and monitoring of Accounts Receivable aging, management reporting, cash flow forecasting, invoice status monitoring)
- Support the implementation of new or updated work instructions, tools, and systems within the process
- Gather improvement ideas from the team and contribute to the operational improvement backlog
- Participate in pilot activities, testing, and training related to changes impacting the operational line
- Drive standardization and continuous improvement within the Order-2-Cash team
Team Leadership and People Development
- Lead and develop a team of Billing Management professionals within the Order-2-Cash operational line
- Monitor team workload and support capacity planning; identify skill gaps and training needs; facilitate onboarding and knowledge transfer ensuring training and professional advancement opportunities for their team, e.g., certifications in financial accounting, process excellence programs and knowledge enhancement programs
- Actively contribute to and promote the organization's culture and values among team members
- Monitor team performance and provide training on Order-2-Cash systems and workflows (e.g., SAP)
Stakeholder Management and Communication
- Collaborate closely with the Head of Billing Management, Head of the operational line Order-2-Cash, the Global Process Owner, the Head of Process Management Order-2-Cash, and process management teams to ensure alignment between team execution and operational targets
- Engage with other Team Leads within Order-2-Cash and adjacent processes to ensure coordinated service delivery
- Ensure timely execution of Order-2-Cash transactions according to service levels
Data Accuracy and Risk Management
- Oversee the accuracy of customer master data, contract terms, billing documents, and credit information
- Oversee period-end closing activities related to accounts receivable, including reconciliations, accruals, and provisions
Education
- Bachelor's degree in business administration, Economics, Operations Management, Finance, Supply Chain, Engineering or related field
- Relevant vocational education with significant experience may be considered
Experience
- 4–6 years of experience in a process‑ or function‑related operational role
- First leadership or coordination experience (e.g., acting as senior, subject matter expert or deputy team lead)
Knowledge And Skills
- O2C data administration including billing, receivables, and customer master data
- Strong attention to detail for financial and contractual documents
- Ability to handle sensitive financial and customer information securely
- Comfortable coordinating with Sales, Credit Management, and Finance teams
Other Requirements
- Excellent command of both oral and written English
- Knowledge of internal controls and compliance for invoicing, credit, and collections
- Solid understanding of O2C systems and transaction workflows
POSITION SCOPE
Reporting Line(s)
Solid line(s) to: Head of Billing Management
Number of direct reports: 7-19
Performance Measures
Performance measures will be defined on team specific service obligations
Working Relationships
Internal contacts
Head of Billing Management
Other Team Leads within Order-2-Cash and adjacent processes
Head of Process Management Order-2-Cash
Process management teams Order-2-Cash
OS&S Transform layer
OS&S Engage layer
External contacts
Service providers or external business partners as required for daily operations
End customers
Tax authorities
