Associate Director Global Service Delivery Lead-O2C

Job Description:

Job description

Position Title: Global Service Delivery Lead Order to Cash

Location: Bangalore
Reports to: Functional Head – O2C and Project Accounting
Job Level: Director
Business Line: Global Business Services

Role Purpose

Lead the global delivery of Order to Cash (O2C) services, ensuring operational excellence, compliance, and continuous improvement across all O2C functions. This role is accountable for performance against SLAs, process standardization, automation, and stakeholder satisfaction across a global shared services model.

Key Responsibilities

1. Global O2C Service Delivery

• Own end-to-end O2C operations: order initiation, credit management, invoicing, cash application, collections, and dispute resolution.
• Monitor and improve KPIs: DSO, CEI, billing accuracy, unapplied cash, dispute cycle time.
• Resolve escalations and ensure minimal impact on cash flow.

2. Process Optimization & Automation

• Drive standardization and automation across O2C processes.
• Collaborate with GPOs to implement best-in-class practices and digital tools (e.g., RPA, AI).
• Maintain global O2C policies and ensure compliance.

3. Stakeholder & Customer Management

• Partner with Sales, Legal, Treasury, and regional finance teams.
• Act as the primary interface for O2C service delivery.
• Manage third-party vendors and ensure alignment with service expectations.

4. Team Leadership & Talent Development

• Lead global O2C teams across regions.
• Drive training, cross-skilling, and career development.
• Manage transitions between delivery centers (onshore, nearshore, offshore).

5. Compliance & Reporting

• Ensure SOX compliance and adherence to financial regulations.
• Own O2C reporting and analytics for working capital and cash flow.
• Lead improvements in reporting capabilities and data quality.

6. Digital Transformation Leadership

• Drive the digital evolution of O2C through AI, machine learning, and predictive analytics to enhance forecasting, risk scoring, and customer segmentation.

7. Change Management & Transformation

• Leads change management efforts across global regions to embed new ways of working, ensuring adoption of standardized processes and technologies.

8. Customer Experience (CX) Focus

• Champions a customer-centric approach to O2C, ensuring frictionless billing, transparent communication, and high satisfaction scores.

9. Sustainability & ESG Alignment

• Align O2C practices with ESG goals by promoting paperless invoicing, ethical collections, and sustainable vendor engagement.

10. Governance & Risk Management

• Establish governance models for O2C operations, including risk registers, control self-assessments, and periodic compliance audits.

11. Innovation & Benchmarking

• Continuously benchmark O2C performance against industry leaders and foster a culture of innovation through pilot programs and proof-of-concepts.

Required Qualifications

• Bachelors in finance, Accounting, or related field (MBA preferred).
• 10+ years in finance/O2C, with 6+ years in global leadership roles.
• Expertise in end-to-end O2C processes and shared services environments.
• Strong knowledge of revenue recognition (ASC 606 / IFRS 15), financial controls, and risk management.
• Proven ability to lead global teams and influence senior stakeholders.

Preferred Qualifications

• CPA, CMA, or equivalent certification.
• Experience with ERP systems (SAP, Oracle, Dynamics).
• Background in M&A integration and global compliance.
• Lean/Six Sigma certification.
• Experience managing BPO/outsourced O2C operations.