Senior Manager GBS Global Process O2C

Purpose & Overall Relevance for the Organization

The Process Excellence teams within GBS are responsible for driving the functional design of services and standard solutions and supporting their implementation. They will also improve skills, training, and GBS's overall continuous improvement capability, as well as that of in-market and functional teams. They will ensure the quality, compliance, and productivity of the services and processes provided by GBS, manage continuous improvement initiatives, and shape the digital solution agenda.

As a Senior Manager GBS Global Process O2C you will be responsible for Order-to-Invoice (O2I), Wholesale (B2B) processes. This area comprises Trade Term Management, Billing, Returns & Claims and Order Intake processes. In this role, you will manage relationships with key customers in the sub-process, understand customer needs and requirements, develop the solution and service strategy, define service KPIs, specify solution and system requirements, and manage and prioritize demand for the service.

You will also identify and initiate quality and continuous improvement activities for the Order-to-Invoice B2B processes.

Scope of Global Process Order to Invoice B2B

• Trade Term and Pricing Management (on-invoice discounts) *
• Condition Contract Management (off-invoice discounts, i.e., rebates)
• Returns & Claims Management*
• Customer Billing (electronic Invoicing) *
• Sales Order Intake*

Key Responsibilities

• Act as Global Process owner for Customer Billing (electronic Invoicing), Trade Term and Pricing Management (on-invoice discounts), and Order Intake, representing Order to Invoice (O2I) B2B for SAP AFS and the ERP rollout program (TRANS4RM).
• Analyze, develop, and enhance end-to-end processes, ensuring alignment with O2I, other streams, and markets.
• Drive process standardization, harmonization, and automation initiatives.
• Lead process improvement efforts and implement transformation initiatives, including GAP analysis and system enhancements.
• Contribute to GBS priorities, KPIs, OKRs, and overall strategic roadmap.
• Own O2I processes, providing subject matter expertise and ensuring compliance with policies, accounting standards, and IFRS guidelines.
• Drive the implementation of the Group Finance Manual within GBS operations and markets.
• Manage compliance, internal controls, and data governance initiatives.
• Act as a key business partner to operations centers, Corporate Finance, Senior Management, and market finance teams.
• Understand stakeholder needs, provide expert guidance, and support data-driven decision-making.
• Lead change management efforts, ensuring smooth adoption of new methodologies and tools.
• Lead medium-to-large projects, ensuring timely and cost-effective execution with a focus on customer expectations.
• Utilize project control solutions for planning, scheduling, and tracking initiatives.
• Support standardized reporting, KPI measurement, and performance analysis to ensure quality, timeliness, compliance, and productivity.
• Lead master data analysis, proposing improvements and ensuring successful implementation.
• Oversee standardized data management processes and drive data quality improvement initiatives.
• Deliver advanced data analysis, embedding insights into operational processes.
• Develop clear communication packages to present findings and recommendations.

Key Relationships

• Internal Customers of O2I B2B (i.e. functional teams in markets)
• Invoice to Cash B2B
• TRANS4RM Program team
• GBS Cross Functional Teams
• Operational Account & Sales Operations Teams in Operations Centers
• Corporate Finance, Corporate Accounting, Corporate Treasury & Taxes
• Tech Delivery Hubs

Knowledge, Skills and Abilities

• In-depth knowledge and experience with O2C B2B processes in Customer Billing Management, Trade Term and Pricing Management, and Order intake management.
• Strong experience in process design and mapping, ideally within Global Business Services environment.
• Good knowledge in project management and Lean Six Sigma methodologies, including tools and project lifecycle phases.
• Experience with RPA and digital transformation initiatives.
• Expertise in solution governance, including enterprise model development, functional process guidance, data management, and demand prioritization.
• Ability to define guidelines for solution build and delivery.
• Strong background in process quality improvement, review, and compliance.
• Proven ability to set performance frameworks for direct reports and project teams.
• Proactive, impact-driven mindset with a global, end-to-end perspective.
• Self-directed with the ability to meet tight deadlines.
• Adaptability to fast-paced, multicultural environments.
• Strong numerical, analytical, and problem-solving skills.
• Excellent communication and facilitation skills across various business levels.
• Willingness to travel domestically and internationally as needed.
• Business-level proficiency in English (written and verbal).
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Proficiency in SAP SD and FI modules; experience with SAP S/4HANA preferred.

Requisite Education and Experience / Minimum Qualifications

• Four-year college or university degree with focus on Business Administration, or an equivalent combination of education and relevant professional experience.
• 8+ years of progressive experience in process management or process improvement.
• Experience and part of large-scale SAP ERP roll outs preferred.