Assistant Vice President, OTC lead

Responsibilities

Lead and manage the Order to Cash team, providing clear direction, guidance, and support to achieve departmental goals and objectives.

Ensure client and corporate service, quality, and contribution goals, other metric and associate satisfaction goals within the site are met.

Develop and implement strategies to drive efficiency and accuracy in the order to cash process, focusing on reducing order cycle time, improving collections, and optimizing cash flow.

Coach and mentor team supervisors.

Collaborate with cross-functional teams, including Sales, Customer Service, Finance, and Supply Chain, to ensure seamless order processing, timely invoicing, and accurate shipment of products/services.

Establish and maintain key performance indicators (KPIs) for the Order to Cash process, tracking and reporting on metrics regularly to monitor performance and identify areas for improvement. (KPIs, FCR, Net Promoter Score, Service Levels).

Analyze order and payment trends, identify areas of improvement, and implement process enhancements to minimize errors, reduce disputes, and enhance customer satisfaction.

Communicate with the customer on a regular basis to discuss operational issues and Critical Quality delivery, raise issues proactively & build relationships, understand customer issues proactively.

Stay up to date with industry best practices and emerging trends in Order to Cash processes, recommending and implementing relevant technological solutions to improve efficiency and effectiveness.

Collaborate with IT and other stakeholders to drive system enhancements and automation initiatives to streamline the order to cash process.

Preparation of dashboards and ability to understand current Business processes and suggest improvements.

Manage Day to Day Operations & service delivery for a Team of 130+ employees, who will be in charge for Client Order to Cash process and assess them in accordance Policies & Compliance guidelines and take an action to apply the appropriate policy with high quality, speed, empathy, and accuracy.

Driving Insights to add/update (Policies, CRM Interface, Widgets, IT/Infra tools, Application optimization) to drive effectiveness & efficiencies.

Responsible for E2E contractual (SLAs, KPIs) & internal metrics, including billing & financials.

Ensure smooth & surprise-free operations and service delivery.

Create a detailed succession plan for all Key/Critical roles.

Drive employee engagement, agent growth, retention with low attrition; timely documented one on ones, updated time keeping system (My time), Compliance. Drive monthly (AES, VIC, EWS (Timely Updating & Accuracy), PIP & CAP closers in timely manner, Etc.)

Drive Rewards and Recognitions & Appraisals.

Accurate & timely MSS Alignments, Cost Code, Band mix & Aspect/SRT updating process.

Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion.

Ensure compliance with all applicable laws, regulations, and internal policies governing the order to cash process, including data privacy and security.

Good Written and Verbal English communication.

Problem solving and analytical skills and Proficiency in MS office (mainly Excel).

Accountable for Operational Service delivery the team members under direct and indirect supervision, ensure critical activities and outcomes are performed as per deadlines agreed with the customer.

Analytical thinking and ability to adapt to job requirements and business context needs.

Relevant work experience in balance sheet account reconciliation, Intercompany process, fixed assets, and/or month end closing activities.

Relevant experience in coordinating teams.

Previous exposure to transformation and productivity initiatives.

Minimum Qualifications