Job Title

Role OverviewThe Senior Manager Order to Cash Transformation & Continuous Improvement (Client Financial Services) is responsible for leading endtoend transformation and ongoing optimization of Order to Cash (O2C) capabilities to drive operational excellence, financial performance, scalability, and enhanced customer experience.This role leads strategic initiatives spanning process standardization, consolidation, and centralization, Target Operating Model (TOM) design, digital enablement, advanced analytics, and enterprise change management. A core mandate of the role is to embed continuous improvement as a sustained operating discipline, ensuring O2C processes, controls, and technologies evolve in line with business growth and performance expectations.The ideal candidate is a transformation leader with deep O2C expertise, strong business and financial acumen, and a proven ability to deliver recurring P&L improvement, working capital optimization, and productivity gains through people, process-, and technologyenabled change.Key ResponsibilitiesOrder to Cash Transformation, Strategy & Continuous ImprovementAssess, design, implement, and continuously optimize Order to Cash (Client Financial Services) processes to improve efficiency, accuracy, cycle time, cash flow, and customer experience.Lead enterprisescale O2C transformation initiatives, including process standardization, consolidation, centralization, and automation across complex, multientity environments.Define and implement Target Operating Models (TOMs) for O2C, encompassing governance, controls, performance metrics, technology enablement, and scalable service delivery structures.Establish and sustain a structured continuous improvement framework, embedding Lean, Six Sigma, and datadriven improvement practices into daytoday O2C operations.Partner with Finance, IT, Sales, Operations, and other business leaders to align O2C transformation and continuous improvement priorities with enterprise strategy and customer requirements.Process Standardization, Consolidation & CentralizationLead initiatives to standardize, consolidate, and centralize Order to Cash activities, driving consistency, scalability, compliance, and improved control across the organization.Design and implement centralized service delivery models, including operating structures, roles and accountabilities, governance forums, and decisionrights.Establish enterprisewide policies, procedures, and control standards to support consistent execution of O2C processes across regions, business units, and client segments.Define and manage SLAs, KPIs, and benefit realization frameworks that enable ongoing performance management and continuous optimization of centralized O2C operations.Drive a rigorous performance review and continuous improvement cadence through rootcause analysis, trend analysis, and prioritized improvement roadmaps.Process Improvement, Analytics & Business OutcomesLead endtoend continuous improvement initiatives across O2C value streams using rootcause analysis, valuestream mapping, and performance diagnostics.Build and maintain a prioritized improvement pipeline, ensuring initiatives are tightly aligned to business outcomes such as cash acceleration, dispute reduction, billing accuracy, cost optimization, and productivity gains.Develop robust business cases for transformation, automation, and optimization initiatives, clearly linking investments to P&L impact, working capital improvement, and return on investment.Standardize O2C performance metrics and reporting, integrating billing, collections, cash application, and dispute data into actionable insights.Lead data extraction, modeling, and analytics initiatives, including data requirements definition, business rules, data quality controls, and dashboard development.Track and communication benefit realization and sustainability, ensuring gains from transformation and improvement initiatives are embedded and maintained. Technology & Digital EnablementSupport technologyenabled transformation initiatives across Order to Cash, including SAP S/4HANA implementations or migrations.Drive the deployment and continuous refinement of RPA, intelligent automation, and digital workflow solutions to streamline highvolume and manual O2C activities.Identify, assess, and scale Agentic AI and Generative AI use cases within O2C, including intelligent dispute management, predictive collections, billing accuracy, and AIenabled customer interactions.Act as a businessfacing technology leader, ensuring digital solutions deliver measurable, sustainable business value.Change Management & Stakeholder EngagementLead enterpriselevel change management efforts associated with O2C transformation and continuous improvement initiatives.Apply structured change methodologies (e.g., ADKAR, Kotter, or equivalent) to drive adoption, engagement, and longterm sustainability of new ways of working.Develop and execute communication, training, and stakeholder engagement strategies to support organizational readiness and capability uplift.Leadership & People DevelopmentServe as program leader and catalyst for crossfunctional, enterprisewide O2C transformation and continuous improvement initiatives.Support O2C process owners in strategic planning, including the development of goals, roadmaps, budgets, and performance measures.Lead, coach, and develop a highperforming O2C transformation and analytics team, strengthening capabilities in problemsolving, analytics, and continuous improvement.Foster a culture of accountability, innovation, and continuous improvement, ensuring ownership of outcomes beyond formal transformation programs.Perform other related duties as assigned and adhere to established policies and procedures.Required Qualifications & Experience8 to10 years of experience in Order to Cash/Finance Transformation, Process Excellence, or Operations Transformation roles.Proven experience leading largescale O2C transformation initiatives in complex, multientity, or global environments.Demonstrated success designing and implementing process standardization, consolidation, and centralized service delivery models.Strong expertise in Target Operating Model (TOM) design, governance, and scalable operating structures.Track record of delivering measurable P&L improvement, productivity gains, and working capital optimization.Experience with SAP S/4HANA O2C processes and integrations.Experience implementing RPA and intelligent automation; strong understanding of AI, Agentic AI, and Generative AI use cases in O2C.Advanced analytical, problemsolving, and decisionmaking capabilities.Extensive experience leading change using structured methodologies (ADKAR, Kotter, or equivalent).Excellent executive communication, facilitation, and stakeholder management skills.