Order to Cash Manager

Order to Cash Manager is responsible for setting the strategy, governing, and continuously improving the end-to-end process. The role is accountable to lead and drive transformation through standardization, simplification and automation across the entire process while ensuring operational excellence, cost efficiency, and process compliance. This role is a key member the Global Business Services Leadership Teams, and leads a cross-functional governance team with key Commercial Leaders that align on priorities, resolves process issues, limit customizations while ensuring appropriate risk and compliance. The O2C Manager is embedded into key business decisions and is accountable for translating the cross-functional strategy into a consistent, executable plan for the organization.
Strategy

- Define and drive the long-term vision for the Order to Cash process, ensuring alignment with enterprise goals and cross-functional stakeholders including Commercial Excellence, Country Group Leaders, Finance, IT, Supply Chain, Procurement and Legal.

- Develop and maintain a global transformation roadmap focused on digital enablement, process standardization, and innovation, while influencing company priorities and investment decisions.

- Establish and monitor KPIs to measure end-to-end performance, ensuring alignment with business strategy and continuous improvement goals.

- Own global Order to Cash policies and controls, ensuring clarity, consistency, and compliance with governance, regulatory standards, and industry best practices.

- Promote policy adoption and compliance through effective governance, communication, training, and change management.

- Utilize robust reporting, analytics, and governance practices to provide actionable insights that enhance visibility, support decisions, and ensure compliance throughout the O2C process.

Continuous Improvement

- Lead global initiatives to eliminate inefficiencies and optimize the Order to Cash process through innovation, stakeholder collaboration, and agile execution.

- Use data analytics, process tools, and performance benchmarks to identify opportunities and drive measurable process improvements.

- Implement improvement efforts across regions and functions, embedding a culture of continuous learning and adaptability as solutions are deployed.

- Benchmark internal performance against industry standards and best practices to identify gaps and improvement areas.

Operational Excellence

- Ensure consistent, high-quality execution of the Order to Cash process across geographies and delivery locations through standardized policies, processes, and systems.

- Oversee third-party managed service providers Order to Cash execution including but not limited to Customer Service Operations, Credit, Cash, & Collections Management, managing SLAs, KPIs, and governance to ensure accountability, performance, and alignment with internal standards.

- Collaborate with Treasury to deliver clear, timely insights into cash performance, implementing process and policy improvements to accelerate cash flow and improve DSO.

- Drive optimization of CRM capabilities and ensure seamless, high‑performing integration across CRM, ERP, workflow automation, and telephony platforms to enable an efficient, data‑driven Opportunity‑to‑Cash process.

- Lead continuous improvement in banking platform connectivity and cash application automation, ensuring strong internal controls, data accuracy, and visibility into incoming payments and customer accounts.

- Ensure aggressive but realistic productivity targets are set and achieved annually.

- Implement automation and digital solutions to enhance efficiency, accuracy, and enable standardization.

- Support change management initiatives to embed operational excellence principles across the organization.

People Leadership & Development

- Lead and develop a global team of process and subject matter experts and change agents, fostering a collaborative, inclusive, and hig