Process Manager - Customer Care

Job Summary

Associate Manager (E2.1) – Order to Cash (O2C)

Role Summary
Responsible for end-to-end Order to Cash operations including order management, customer service, billing, dispute management, cash application, collections, process governance, stakeholder management, people leadership, continuous improvement, and SLA compliance.

Key Responsibilities

Key Responsibilities

• Lead end-to-end O2C operations across Order Management, Billing, Collections, Cash Application, Dispute Management, and Customer Service processes.
• Manage daily operations to meet SLA, KPI, quality, productivity, and compliance requirements.
• Drive backlog reduction, cycle-time improvement, unbilled management, and revenue realization initiatives.
• Partner with Sales, Pricing, Finance, Credit, Supply Chain, and Customer stakeholders to resolve operational challenges.
• Monitor operational metrics and present performance reviews to leadership and clients.
• Own governance activities, audits, risk management, escalations, and business continuity plans.
• Lead RCA and corrective/preventive actions for service failures and customer complaints.
• Drive automation, Lean, Six Sigma, and digital transformation initiatives.
• Manage transitions, migrations, and process stabilization activities.
• Ensure adherence to SOX, compliance, data privacy, and internal control requirements.

People Management Responsibilities

• Lead supervisors, team leads, and analysts across O2C functions.
• Conduct performance management, coaching, mentoring, and succession planning.
• Manage workforce planning, hiring, onboarding, attrition management, and talent development.
• Drive employee engagement and capability-building programs.

Skill Requirements

Required Skills & Competencies

• Strong understanding of Order-to-Cash, OTC, and shared services operations.
• Expertise in Order Management, Billing, Cash Application, Collections, Credit, and Dispute Resolution.
• Excellent stakeholder management and client-facing communication skills.
• Strong analytical and problem-solving capabilities.
• Experience in SAP, Salesforce,, Zendesk, Tableau, Power BI, and advanced Excel.
• Ability to manage large teams and multiple geographies (APAC, EMEA, AMER).
• Knowledge of Lean Six Sigma and continuous improvement methodologies.

Other Requirements

Qualifications & Experience

• Graduate in Commerce, Business Administration, Finance, or related discipline; MBA preferred.
• 8–12+ years of experience in Order to Cash operations.
• Minimum 3–5 years of people management experience in a supervisory/managerial role.
• Experience handling global stakeholders and client governance forums.

Success Measures (KPIs)

• SLA Adherence
• Productivity & Utilization
• Billing Accuracy
• Dispute Resolution Turnaround Time
• DSO Improvement
• Cash Collection Performance
• Customer Satisfaction
• Quality Scores
• Employee Engagement & Retention
• Continuous Improvement Savings