Global Business Services – Order to Cash (OTC) Governance Lead

Key Responsibilities

OTC Governance & Escalation Management

• Act as the first escalation point for operational issues across all AR sub‑processes (Billing, Cash Application, Collections, Deductions, Credit).
• Triage issues, assess financial and customer impact, and determine the appropriate resolution path.
• Ensure escalations are resolved within defined SLAs and governance standards, escalating further only when required.
• Maintain visibility to recurring issues, systemic gaps, and operational risks, and surface insights to OTC leadership.Deductions Expertise & Oversight
• Provide subject‑matter expertise on OTC&C functions
• Support complex or high-risk deduction cases and guide analysts and managers on resolution strategies.
• Partner closely with Deductions leads to identify root causes, control gaps, and prevention opportunities.
• Inform governance discussions with data-driven insights on deduction trends, aging, and financial exposure.

Cross-Functional Coordination

• Serve as the single coordination point between AR functions to resolve cross-process issues.
• Partner with upstream and downstream teams (Customer Operations, Sales, Logistics, Trade, IT) as needed to remove blockers.
• Translate business and governance expectations into clear operational direction for delivery teams.

Offshore Enablement & Governance Presence

• Provide on-site governance coverage in Manila, enabling faster decision-making and issue resolution.
• Act as a bridge between global OTC leadership and offshore delivery teams.
• Reinforce standard work, escalation protocols, and governance discipline across teams.

Continuous Improvement & Risk Management

• Identify recurring issues and systemic breakdowns impacting cash, customer experience, or compliance.
• Contribute to process improvement initiatives and governance enhancements.
• Support documentation of standard operating procedures and escalation playbooks.

Qualification & Requirements

What we look for:

• 5+ years of experience in Order to Cash / Accounts Receivable.
• Strong hands-on experience in deductions management (required).
• Working knowledge of Billing, Cash Application, and Collections processes.
• Experience operating in a governance, escalation, or oversight role.
• Ability to operate independently, make sound judgment calls, and influence without direct authority.
• Strong analytical, problem-solving, and communication skills.
• Experience working with offshore or managed service delivery models.
• Proficiency in ERP systems (SAP preferred) and reporting tools.

Preferred Qualifications

• Consumer packaged goods (CPG) or high-volume transactional environment experience.
• Prior experience supporting global or multi-region OTC operations.
• Exposure to OTC transformation or stabilization initiatives.
• Strong stakeholder management skills across multiple functions and levels.

Role Characteristics

• Individual contributor (no direct people management).
• Governance and escalation‑focused (not transactional processing).
• High visibility and high-impact role.

Based in Manila as the primary OTC governance contact for offshore operations.

Benefits

• Competitive compensation
• Generous 401(k) program in the US and similar programs in international
• Health benefits and programs that support both your physical and mental well-being
• Flexible work environment, depending on your role
• Meaningful opportunities to keep learning and growing
• Half-day Fridays, depending on your location