We are seeking a dynamic and experienced Order to Cash (OTC) Process Lead/Manager to take full ownership of our end-to-end OTC operations. This role requires an individual with strong business acumen and exceptional client relationship management skills, capable of independently managing processes and client interactions. The successful candidate will be responsible for driving continuous improvement, leveraging data for strategic insights, and fostering a high-performing team.

Key Responsibilities

1. End-to-End OTC Process Ownership & Management:

- Manage and own the complete Order to Cash lifecycle, including order management and fulfillment, credit management, claims processing, and collections, with minimal supervision.
- Ensure adherence to established accounting process controls and internal policies.
- Perform daily quality checks on team matching activities and update the FLM Cockpit daily.
- Actively manage Business Continuity Plans (BCP) for the process to ensure uninterrupted operations.

2. Client & Stakeholder Engagement:

- Maintain strong customer relations and develop deep business acumen to effectively serve clients.
- Engage directly with US and EMEA-based clients to discuss inputs, resolve queries, and address disputes effectively.
- Participate in governance meetings at country/region levels, representing the OTC function.
- Collaborate closely with internal teams and ensure seamless teamwork to meet deliverables.
- Provide continuous coaching and development to Managers and Assistant Managers, including hiring, performance assessment, and documentation.
- Support team priorities and initiatives, ensuring effective workload management and resource allocation.
- Cultivate a problem-solving attitude within the team and leverage strong negotiation skills.
- Partner with Human Resources on client engagement staffing levels, employee development, performance management, succession planning, and retention strategies.

4. Process Improvement & Analytical Insights:





- Develop and articulate a vision for process improvement, transforming current state operations to an optimized future state, guided by industry best practices and benchmarking.
- Leverage advanced analytical methods to synthesize, clean, visualize, and investigate data to deliver actionable recommendations aligned with business needs.
- Identify risks and opportunities impacting business performance, translating them into analytical solutions and providing appropriate, actionable insights.
- Actively seek out and implement automation opportunities to enhance efficiency across the OTC process.
- Drive continuous improvement in key operational metrics, identifying QPA/RPA opportunities and collaborating with the LDT team for implementation. Exposure to Six Sigma training is preferred.

5. Compliance & Reporting:

- Ensure understanding and accurate reporting of Service Level Agreements (SLAs).
- Deliver all required data promptly and accurately for audit purposes.
- Confirm that proper escalation procedures are followed according to established business practices.
- Communicate effectively with team and management, proactively identifying and escalating issues or concerns that may affect job performance to leadership.

Qualifications

- Proven experience managing end-to-end Order to Cash processes.
- Demonstrated ability to manage clients and processes independently with minimal supervision.
- Excellent communication skills, both verbal and written, with the ability to interact confidently with US and EMEA-based clients and internal stakeholders.
- Strong analytical mindset with proficiency in data synthesis, visualization, and investigation to drive business decisions.
- Prior experience in coaching, developing, and managing teams (Managers & Assistant Managers).
- Sound understanding of industry best practices and process benchmarking.
- A proactive problem-solving attitude and strong negotiation skills.
- Ability to meet high standards of timeliness and accuracy through effective prioritization.

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📌 OTC Process Manager (San Pedro Garza García)
🏢 Confidential
📍 San Pedro Garza García