Global Tower Leader OTC

Director, Order to Cash

Job Summary

The OTC Director will be responsible for overseeing and optimizing the end-to-end Order to Cash process within the organization. This role will involve managing a team of professionals, implementing best practices, and driving efficiencies to ensure timely and accurate order processing, invoicing, and collection of payments. The ideal candidate will have a strong background in order management, credit & collections, billing, and accounts receivable, along with exceptional leadership and communication skills.

Key Responsibilities:

Develop and implement strategies to optimize the Order to Cash process, ensuring efficiency, accuracy, and compliance with company policies and procedures. Lead and mentor a team of OTC professionals, providing guidance, coaching, and performance feedback to drive individual and team success. Collaborate cross-functionally with Sales, Customer Service, Finance, and other departments to streamline processes and resolve issues related to order processing, billing, and collections. Establish and monitor key performance indicators (KPIs) to track the effectiveness of the Order to Cash process and identify areas for improvement. Oversee credit risk assessment and management activities, including the review of customer creditworthiness and the establishment of credit limits and terms. Manage the invoicing process, ensuring accurate and timely generation of invoices and resolution of invoicing discrepancies. Drive collections activities to minimize DSO (Days Sales Outstanding) and reduce past due accounts receivable balances. Develop and maintain relationships with key customers to address billing inquiries, resolve disputes, and facilitate prompt payment. Partner with IT and system administrators to enhance and optimize the use of OTC-related technology platforms (e.g., ERP system, billing software). Stay abreast of industry trends, regulatory requirements, and best practices related to Order to Cash processes, and proactively recommend improvements or adjustments as needed.

Qualifications

• 5+ years’ experience as Associate Director/Director
• Strong understanding of order management, credit & collections, billing, and accounts receivable processes and best practices.
• Experience working with ERP systems (e.g., SAP, Oracle) and proficiency in Microsoft Excel; knowledge of OTC-related software applications is a plus.
• Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Outstanding leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
• Proven ability to drive process improvements, optimize workflows, and achieve measurable results in a fast-paced, dynamic environment.
• Detail-oriented with a focus on accuracy and quality; ability to prioritize tasks and meet deadlines in a deadline-driven environment.
• Strong customer focus and commitment to delivering exceptional service; experience in a customer-facing role is desirable.

Principal Duties and Responsibilities

Strategic Planning: Develop and align OTC strategies with the broader goals and objectives of the GBS organization and the company as a whole. Service Delivery Management: Oversee the delivery of OTC services within the GBS framework, ensuring adherence to service level agreements (SLAs), quality standards, and regulatory requirements. Operational Excellence: Drive continuous improvement initiatives to optimize OTC processes, streamline workflows, and enhance efficiency and effectiveness in service delivery. Client Relationship Management: Serve as the primary point of contact for internal stakeholders or business units requiring OTC services, understanding their needs, expectations, and priorities, and ensuring the delivery of high-quality solutions. Vendor Management: Manage relationships with external vendors and service providers involved in supporting OTC operations, ensuring alignment with contractual agreements, performance standards, and service delivery requirements. Change Management: Lead change management efforts related to OTC processes, systems, or organizational structures within the GBS environment, ensuring smooth transitions and minimal disruption to business operations. Cross-Functional Collaboration: Collaborate with other functions within GBS, such as finance, procurement, human resources, and IT, to ensure alignment and integration of OTC processes with broader business processes and systems. Data Analysis and Reporting: Analyze OTC-related data, metrics, and performance indicators to monitor service delivery, identify trends, and provide insights for decision-making and process improvement. Compliance and Risk Management: Ensure compliance with regulatory requirements, industry standards, and company policies related to OTC operations, and identify and mitigate risks that may impact service delivery or business objectives. Talent Development: Build and develop a high-performing team within the OTC function, providing leadership, coaching, and mentoring to team members, and fostering a culture of collaboration, innovation, and continuous learning. Financial Management: Manage OTC budgets, resources, and expenditures within allocated constraints, ensuring cost-effectiveness and value generation in service delivery. Quality Assurance: Implement quality assurance processes and controls to ensure the accuracy, completeness, and compliance of OTC services and deliverables. Stakeholder Engagement: Engage with key stakeholders, including senior management, business unit leaders, and external partners, to communicate OTC strategies, initiatives, and outcomes, and solicit feedback to inform decision-making and continuous improvement efforts.