Head of Order to Cash Kuala Lumpur Hub

Key Responsibilities

• Manage Captive End to End iO2C delivery of services.
• Drive and ensure accountability of iO2C operational activities for the following processes:
• Customer Master data: customer creation & maintenance, management of customer pricing, conditions & stock allocation, master data stewardship
• Credit Management – contribute to local credit policy definition, assess customer credit / portfolio risk, check credit availability and manage blocked order
• Order Management: order taking, backorder management, order acceptance & modification, invoice management, interface monitoring,
• Collections & AR Management: AR ageing management, perform collection & dunning, escalate & follow-up actions, review customer collection strategies
• Cash application: manage incoming payments, perform clearing of AR, analyze discrepancies, execute securitization programs
• Dispute Management: Reception of registering of claims, assigning & resolution, management of returns & credit notes
• AR Monthly closing and Reporting: monitor revenue postings & recognition, account reconciliations, bad debt reserve management, perform revenue & AR analysis & reports
• Effectively contribute to the foundation of the Captive center by partnering with the local legal, facilities, IS and HR under the local oversight of the Head of Shared Service Center.
• Accountable for teams’ recruitment and organizing the capability trainings to ensure the team is functional
• Lead the implementation of processes and policy harmonization (based on Global Core Model & policies, drive documentation and transfer of iO2C process knowledge at Level 6/7,
• Ensure compliance of processes, transactions and reports with global guidelines
• Build Budget, operational workforce planning, monitor headcount and deliver savings as planned
• Provide coaching, guidance and allocation of resources to the team members to get them set up for success.
• Lead the O2C teams:
• Perform & establish employee performance review cycles (evaluation & reward)
• Enhance individual and collective performance and employee satisfaction
• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication
• Focus on employee retention and engagement, advises actions to management in this relation
• Evaluate the training needs of organization and structure the professional trainings curriculum according to the procedures and work instructions
• Implement Core Model Solutions and ensure technology transformation activities been delivered on time and on budget, by ensuring propre program staffing & SME resources allocation.
• Participate to delivery reviews and other leadership and governance boards
• Partner with the local / global stakeholders, process owners, neighboring functions to establish the end-to-end process efficiencies and quality of service through effective communication.
• Enhance the organization professional knowledge, through professional publications, personal contact, performance benchmarks, participation in professional community & external events, networking & competitive intelligence with 3rd party partners, vendors & business process outsourcers
• Foster a continuous improvement culture by promoting identification of process improvement opportunities through process simplification & elimination of low value-added activities
• Champion process automation initiatives and ensure seamless adoption and transition
• Drive cost reduction initiatives while maintaining quality of service
• Participate in global projects as required
• Influence the iO2C leadership team on Core Model evolution, scope changes, & disruptive technologies adoption through experience, best practice sharing, best practices, & external feedback
• Plan and manage further transitions opportunities by insourcing or outsourcing activities
• Defining scope and operating model for each transition through SBS methodology
• Maintaining and driving transition plans, including governance, resourcing, and partners alignment

Identifying key risks and planning/executing mitigation as required

Qualification & Requirements

• Graduate degree with finance, accounting or business administration specialization (essential)
• Extensive proven hands-on experience in Order to Cash processes in an international, multicultural, complex environment (essential) with 10-15 years operational and team leadership experience
• 10+ years’ working experience establishing shared services across Finance with proven understanding of shared services operations, including performance management
• 8+ years’ hands-on process redesign experience, in an end-to-end process context including process automation
• Must have supervised teams consisting of 50-100 employees (essential)
• Fluent in English (essential)
• Knowledge of other languages (advantageous)

Expected Skills
Functional

• Strong understanding of the end-to-end Order to Cash (iO2C) processes (essential)
• Expert level knowledge of Order to Cash processes at transaction level (advantageous):
  • Customer Master Data
  • Credit Management
  • Order management
  • Collections & Receivables management
  • Cash Application
  • Dispute Management
  • AR Monthly closing and Reporting
• Sound experience in running accounting & customer services within a Business Services organization (essential)
• Ability to drive a compliance culture and rigor (essential)
• Good deductive, analytical and trouble shooting skills (essential)
• Capability to provide summarized overview of iO2C end to end outcomes to key stakeholders
• Ability to get into transactional details but also understand the broader business context and root cause
• Flexible and adaptable with strong agility move in changing business environments and requirements

Technical

• Strong organizational project, program, and resource management skills
• Results – and service-oriented self-starter with strong networking, influencing and change management skills
• Able to understand and translate business processes into technical perspectives, functional and technical specifications
• Hands-on experience of SAP SD/ FI and other accounts receivable related IT tools (e.g. High Radius, Sales Force) (advantageous)
• Digital acumen to leverage IT to drive process simplification and automation (advantageous)

Interpersonal

• Strong interpersonal, influencing and negotiation skills (essential)
• Strong customer orientation with ability to understand and meet their requirements
• Great at building relationships and stakeholder management and comfortable at operating in a matrix organization
• Ability to interact with internal and external clients in a professional manner (essential)
• Team player, cooperating with direct and remote teams with an end-to-end service delivery mindset (essential)
• Expresses ideas in a clear, concise and effective manner.

Leadership

• Ability to work independently and take ownership of tasks and processes (essential)
• Ability to motivate the team to deliver high quality service and customer satisfaction (essential)
• Strong communication skills and ability to drive change
• Committed and focused on results delivery
• Resilient, able to juggle multiple demands and make things happen to drive towards an outcome
• Able to motivate and deliver through others: e.g. team colleagues, senior stakeholders and business partners.

Benefits