Director, IT – Business Relationship Manager, GBS Order-to-Cash

Key Responsibilities

Lead Value Realization for O2C

• Own the O2C value case alongside GBS leaders, Finance, Commercial, Supply Chain, and Engineering—translating business objectives into product/capability roadmaps and GPS aligned outcomes that move free cash flow, DSO, invoice accuracy, and touchless order rates.
• Shape, prioritize, and govern demand through a consistent BRM engagement model (intake → triage → demand shaping → portfolio prioritization → release planning → value tracking) that engineering can absorb without firefighting.

Architect a Consistent BRM Engagement Model

• Stand up a “one door” intake and engagement model (e.g., ServiceNow workflows) with clear decision rights, SLAs, and red/green status discipline—no yellow—so ideas become funded initiatives or parked hypotheses with transparent rationale.
• Facilitate an annual client partnership plan with O2C business owners: goals, current state analysis, joint initiatives, KPI targets, and quarterly value checkpoints.

Drive GPS Cadence and Kaizen

• Run monthly O2C value reviews (green/red), removing obstacles and converting reds to green; embed Kaizen cycles that simplify processes, improve cycle times, and strengthen on time to promise performance.
• Partner with People Leaders to build BRM capability and behaviors in line with Baxter’s inclusive culture and GPS expectations.

Align End-to-end Capabilities & Tech Stack

• Orchestrate cross functional delivery across ERP (SAP/Oracle), CRM/CPQ (Salesforce/Microsoft), EDI/Order Capture, Billing/Collections/Credit, Service Management (ServiceNow), Integration (MuleSoft/Boomi), Data & Analytics (Power BI/Tableau), RPA/Workflow, and Master Data—always focusing on outcomes over activities.
• Champion data quality and master data governance to reduce order holds, invoice rework, and deduction leakage.

Represent Baxter to Stakeholders

• Serve as the strategic interface between Technology and O2C business partners; co‑create strategy, share ownership for results, and communicate progress with clarity and courage.
• Engage GBS hubs (Heredia, Gurugram, Kuala Lumpur, Warsaw) for global adoption and continuous improvement; travel as needed to build relationships and accelerate value.

Stakeholders You’ll Partner With:

• GBS O2C Leadership (tower leads and process owners)
• Commercial/Customer Operations (order entry, pricing, contracts)
• Supply Chain/Logistics (fulfillment, delivery)
• Finance (credit, collections, cash application, disputes)
• Engineering & Product (platform owners, data, automation)
• Regional GBS Hubs (Heredia, Gurugram, Kuala Lumpur, Warsaw)

Qualification & Requirements

• BRM Mastery: Proven experience as a BRM/strategy interface leader across global, complex organizations—able to evolve culture, build partnerships, drive value, and satisfy purpose.
• O2C Domain Expertise: Deep understanding of order capture, fulfillment, invoicing, cash application, credit/collections, and disputes; knows how technology, data, and process design move cash.
• Operating Cadence Builder: Track record establishing portfolio governance and value realization frameworks that engineering teams can absorb.
• Tech Fluency: Comfort across ERP/CRM/EDI/Billing/Service Management/Integration/Data/RPA/MDM; able to align platforms to outcomes, not the other way around.
• Influence & Communication: Executive presence, crisp storytelling, and a high say/do ratio—you build trust by delivering what you promise.
• Continuous Improvement Mindset: Experience with Lean/Kaizen and ITIL‑aligned relationship management practices; you turn friction into flow.

Education and Qualifications:

• Bachelor’s degree in Computer Science, Information Systems or a related field required
• 10-15+ years of experience in IT with direct experience delivering large scale programs

Benefits

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter.