Tax ACR - OTC - Senior Manager

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Job title Senior Manager / GPO (Global Process Owner)

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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