RESPONSIBILITIES & TASKS:
Process optimization:
- Develop and implement a comprehensive strategy to drive standardization of Order to Cash processes across different departments and regions in conjunction with regional ERP system upgrade.
- Develop and maintain process documentation, including standard operating procedures (SOPs), process flowcharts, and training materials.
- Conduct regular process audits to assess compliance with standardized procedures and identify opportunities for optimization.
- Conduct training and workshop with OpCo operation managers and BPO team members to share best practices and knowledge of O2C process improvement initiatives.
Team leadership:
- Be the subject matter expert in all O2C process areas and able to communicate expectation confidently and clearly with OpCo CFOs, operational managers, business process outsourcing management and service delivery team.
- Lead cross-functional teams in implementing process changes and ensure successful adoption of new processes.
- Lead process mapping and documentation efforts to ensure clear understanding and alignment among teams.
Cross functional collaboration:
- Collaborate with OpCos and key stakeholders to understand current processes, identify areas for improvement, and establish standardized Order to Cash processes across the region.
- Collaborate with Information Technology team to develop standardized system processes through ERP upgrade project and change request management for regional system. Collaborate with IT teams to leverage technology solutions for process automation and optimization.
- Collaborate with OpCos, Sales, Finance, Customer Service, and other relevant departments to ensure seamless integration and communication within the O2C process.
- Collaborate with business process outsourcing vendor to standardize and improve end to end Order to Cash processes and manage escalation from OpCos pertaining to service delivery quality.
Performance metrics:
- Develop strategy and plan to improve process performance KPI and measure effectiveness of O2C standardization efforts and drive continuous improvement across the region.
- Analyse and monitor process performance metrics across OpCos to provide drive data driven insight to help management’s decision making for O2C process improvement.
- Perform problem solving and root cause analysis to resolve OpCo’s operational challenges and provide recommendation of counter measures for order management, billing, and cash collection process.
- Manage communication to all stakeholders on process performance improvement progress and update to management and key stakeholders.
Compliance and Risk Management:
- Ensure compliance with regulatory requirements and company policies, while identifying and mitigating potential risks in the O2C process.
- Work closely with OpCos, Finance team and other relevant departments to establish policies for process compliance management.
- Manage end to end change management process to implement and drive adoption of policies and work with OpCo’s operation managers to audit process compliance and implement counter measures.
Technology Integration:
- Drive implementation of Order to Cash system processes for standardisation and improvement through innovation by adopting new technology to support automation and improve overall process efficiency.
- Drive digital transformation in the organization by through implementation of technology for process automation to reduce operational cost and productivity improvement.
- Support business transformation initiatives within Finance department and help OpCos to implement automation solution by utilizing Power Platform.
- Work closely with ICT to ensure security compliance of cloud solution adoption and review proposed solution implemented by OpCos to mitigate security risk.
- Stay updated on industry best practices and emerging trends in business process standardization to drive innovation and efficiency.
Customer Satisfaction:
- Focus on enhancing customer satisfaction by ensuring timely and accurate order fulfilment, billing, and collection processes
Reporting and Analysis:
- Utilize business intelligent tool to drive data driven decision making and provide insights into O2C process performance across OpCos.
- Communicate timely update of process standardization and improvement project status to management and key stakeholders and contribute to strategic decision-making at the executive level.
- Oversee all aspects of performance metrics management for order to cash processes.
- Communicate response timely and effectively to enquiry from OpCo CFOs, operational managers, BPO service delivery team and other stakeholders within the organization.
REQUIREMENTS
- Min 10 years working experience in business process management, standardization, and change implementation in a regional or multi-site environment.
- Have good understanding of Order to Cash and Contract to Bill processes.
- Strong knowledge of finance, billing and accounting is required. Knowledge of leasing business is a plus
- Have experience in implementing ERP system Finance module such as Oracle
- Strong knowledge of process improvement methodologies such as Lean Six Sigma. Certification in Lean Six Sigma or other relevant certifications is a plus.
- Excellent project management skills with the ability to lead cross-functional teams and drive results. Certification in Scrum Agile is a plus.
- Excellent analytical and problem-solving abilities.
- Experience in process mapping and business process reengineering is required.
- Experience in digital transformation process management.
- Experience in developing and delivering training programs.
- Have knowledge and experience in implementing process automation using Power Platform (Power BI, Power Automate, Power Apps, Power Virtual Agent) is plus
- Have knowledge and experience in process performance analytic using tool such as Power BI
- Effective communication and interpersonal skills to collaborate with stakeholders at all levels and ability to work in multicultural workplace
- Experience in managing stakeholder expectation with good influencing & negotiating skills
