Tax ACR – OTC – Senior Manager Full Time NEW

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Job Purpose

This role serves as the strategic owner and capability leader for the Order to Cash (O2C) function across global Finance Managed Services engagements.

The O2C Senior Manager / Global Process Owner is accountable for delivering measurable business outcomes for the Order-to-Cash function across global engagements. The role drives best-in-class O2C performance by translating process excellence, digital enablement, and talent capability into tangible results improved cash flow, higher client satisfaction, scalable profitability, and a resilient, high-performing team.

The position drives the future-ready transformation agenda, integrating process maturity, talent capability, and AI-powered process optimization to create a seamless, touchless finance experience for clients.

Job Goals

• Deliver Best-in-Class O2C Performance
• Achieve upper-quartile performance vs APQC/industry benchmarks across DSO, billing accuracy, auto-application %, dispute cycle time, and close timeliness.
• Ensure O2C outcomes directly improve client working capital and cash predictability.
• Drive Client Satisfaction & Value Realization
• Maintain client satisfaction rating ≥ target (e.g., 4.5/5 or NPS benchmark) across O2C engagements.
• Demonstrate clear value realization for clients (e.g., DSO reduction, cost-to-serve reduction, productivity uplift).
• Enable Profitable & Scalable Delivery
• Improve engagement profitability through standardization, automation, and optimal pyramid leverage.
• Build scalable O2C operating models that support growth without linear cost increase.
• Lead Digital & Touchless Outcomes
• Increase touchless processing across billing, cash application, disputes, and AR closing through AI/automation.
• Deliver measurable impact such as:
• Auto-cash application ≥ target %
• Reduction in manual effort and error rates
• Faster cycle times across O2C sub-towers
• Strengthen Governance & Risk Outcomes
• Ensure zero critical control failures and sustained audit readiness across O2C.
• Improve data quality, compliance, and process reliability that clients can trust for decision-making.
• Build & Retain a High-Performing Team
• Achieve team retention ≥ target and team satisfaction ≥ target year-on-year.
• Develop future-ready talent with strong digital, analytical, and domain capabilities in O2C.
• Position EY as the O2C Thought Leader
• Establish EY as a go-to advisor for O2C transformation by delivering repeatable success stories, assets, and benchmarks.
• Enable cross-sell and expansion through proven O2C outcomes.

Key Responsibilities

• Process Leadership & Governance
• Define, maintain, and continuously evolve the global O2C process framework, covering all sub-towers:
• Customer Master Data & Credit Management
• Order Processing & Billing
• Collections, Dunning & Disputes
• Cash Application & Reconciliation
• Reporting & Analytics
• Own and govern process standards, KPIs, and SLA definitions across delivery regions.
• Ensure compliance with SOX, audit, and internal control frameworks, embedding proactive risk management and remediation plans.
• Lead process harmonization initiatives across ERP platforms (e.g., SAP, Business Central, D365) and regions, ensuring standardization and scalability.
• Provide thought leadership on working capital optimization, DSO reduction, and cash flow efficiency.
• Act as the final escalation authority for process issues, service performance, or client escalations related to O2C.

Digital & Analytical & Transformation Enablement

• Develop and execute the O2C Digital Transformation Roadmap, incorporating AI, RPA, OCR, and analytics-driven automation.
• Sponsor and oversee implementation of end-to-end touchless O2C workflows, including e-invoicing, remittance OCR, automated cash allocation, and predictive collection analytics.
• Partner with digital transformation teams to validate automation use cases, ROI projections, and scaling strategy across clients.
• Drive adoption of Power Platform (Power BI, Power Automate, Power Apps), Ai Agents, and UiPath tools for analytics, process mining, and automation control.
• Lead design and review of performance dashboards for leadership, enabling transparency and data-driven decision-making.
• Govern performance metrics on automation success, exception management, and operational efficiency.

Capability Building & People Leadership

• Establish and drive competency-based career frameworks for O2C professionals across Staff, Senior, and Manager levels.
• Mentor and develop process leaders on digital fluency, analytical thinking, and strategic communication.
• Partner with HR and L&D to integrate certification pathways (Power BI, Celonis, Ai Agents, GenAI) into talent development plans.
• Foster a culture of innovation and ownership, encouraging teams to identify automation, analytics, and process enhancement opportunities.
• Manage global O2C talent capacity planning and succession pipelines in alignment with future delivery strategy.

Client & Stakeholder Management

• Act as the strategic advisor and process SME for client CFO organizations, guiding on O2C optimization, transformation, and automation adoption.
• Participate in contract governance, transformation steering committees, and quarterly business reviews (QBRs).
• Support solution design, transition planning, and process benchmarking during new client onboarding and transformation projects.
• Partner with cross-tower GPOs (P2P, R2R) to ensure end-to-end finance process integrity and unified digital architecture.

Functional & Technical Skills

• Deep domain expertise in the end-to-end O2C process, including order fulfillment process, credit risk, collections, dispute handling, and cash management.
• Strong working knowledge of ERP ecosystems (SAP, Business Central, D365, Oracle) and workflow tools.
• Expertise in finance automation, AI/ML integration, and process mining tools (Celonis, Power BI, UiPath).
• Proficiency in data governance, master data control, and reconciliation management.
• Strong acumen in financial metrics (DSO, aging trends, bad debt provisioning) and performance analytics.
• Familiarity with compliance, SOX, and internal audit standards.

Future-Ready & Behavioural Competencies

• Digital Leadership: Champions digital-first transformation, process mining, and AI-based decision support.
• Strategic Agility: Balances long-term transformation vision with near-term delivery excellence.
• Analytical Foresight: Uses predictive insights for exception prevention, forecasting, and working capital optimization.
• Collaboration & Influence: Builds executive relationships with client leadership, internal delivery heads, and global transformation teams.
• Change Enablement: Leads organizational adoption of digital tools, automation, and new operating models.
• Continuous Improvement: Sponsors innovation councils, proof-of-concept pilots, and automation idea pipelines.

Performance Metrics / KPIs

• Achievement of global SLA/KPI compliance across O2C delivery centers.
• Automation maturity and adoption rate across client engagements.
• Reduction in manual effort, DSO, and exception backlog.
• Client satisfaction (CSAT/NPS) and value realization from digital initiatives.
• Talent development and digital certification progress across O2C teams.
• Governance effectiveness and audit/control compliance rating.

Qualifications & Experience

• Education: Chartered Accountant (CA), CPA, ACCA, MBA (Finance), or equivalent professional qualification.
• Experience: 15–20 years of progressive experience in Finance Operations / Shared Services / Transformation, with at least 4–5 years in an O2C leadership or GPO role.
• Proven experience in automation-led process transformation, process design, and capability development.
• Hands-on experience with digital platforms, ERP migrations, and analytics implementations.
• Prior exposure to multi-country delivery, client governance, and transition projects is highly preferred.

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