Order To Cash Delivery Manager

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role And Responsibilities

The OTC Operations Manager is responsible for overseeing and optimizing the end-to-end order-to-cash process. This includes order management, invoicing, credit and collections, dispute resolution, and cash application. The role ensures smooth, efficient, and compliant operations to enhance cash flow, reduce risks, and maintain excellent customer satisfaction.

Key Responsibilities

Business related:

• Works on rule-based decision making and leads transaction processing in the area of (depending on the scope of the contract) credit management, orders processing, document validation, cash collection and dispute management according to agreed process maps and Desk Top Procedures or other guidelines agreed with client.
• Leads all process related activities including interaction with customers, client (manage meetings in effective way, prepare agenda, issue logs and presentations according to Governance model) or third-party providers.
• Delivery high quality, customer focused service to clients and provide timely and accurate processing of complex F&A transactions and all related tasks within agreed Service Level Agreements (SLAs) and control frameworks.
• Lead strategy development, set and achieve operational objectives, track and report service performance
• Makes timely decisions by balancing the need for action with the need of an objective, fact-based perspective that optimizes data, intuition, and expertise.
• Anticipates (highlights in advance any potential slippage) and takes action to create an opportunity and/or to avoid future crisis (provides potential solutions and works jointly with internal and external clients to corrects existing problems promptly).
• Actively participates and manages the transition and stabilization phase.
  
  

Per Process

• Order Management:
  
  

Oversee the order processing cycle, ensuring timely and accurate order entry and fulfillment. Collaborate with sales, logistics, and supply chain teams to resolve order discrepancies and improve efficiency.

• Invoicing and Billing:
  
  

Ensure accurate and timely invoicing in compliance with company policies and legal regulations. Monitor invoice generation, distribution, and follow-ups to address customer queries or disputes.

• Credit and Collections:
  
  

Manage credit assessments, approvals, and limit reviews for customers. Supervise collection activities to minimize overdue balances and bad debt risk. Build and maintain relationships with customers to resolve payment issues effectively.

• Dispute and Deduction Management:
  
  

Lead the resolution of disputes and claims by coordinating with internal stakeholders and customers. Analyze trends in disputes and implement corrective measures to prevent recurrence.

• Cash Application:
  
  

Oversee accurate allocation of payments to customer accounts. Address unallocated payments or mismatches promptly to ensure account reconciliation.

Process Improvements

• Identify inefficiencies in the OTC process and implement solutions to enhance productivity and reduce costs and drive automation initiatives to streamline OTC processes and improve accuracy.
• Continually strives to simplify, standardize and improve processes. Seeks and exchanges information, ideas and concepts to actively support any CI initiatives and/or tools improvements.
• Engages in and drives all innovation and continuous improvement initiatives to help to achieve Continuous Improvement targets.
  
  

Compliance And Governance

• Ensures adherence to internal controls, company policies, and legal regulations and assists in audits both internal and external and cooperates with auditors to make sure that the audit is completed on time.
• Ensures valid escalation matrices on both internal and client side are up to date.
• Ensures timely Desk Top Procedures update. Ensures that operating procedures are communicated to the team, understood and followed by them.
  
  

Reporting And Analysis

OTC Operations Manager is responsible for providing regular reports and analysis on key OTC metrics such as but not limited to DSO (Days Sales Outstanding), overdue accounts, and cash flow. Monitors and communicates performance indicators to management, identifying risks and opportunities.

Leadership And Team Management

Manage and mentor the OTC team, fostering a collaborative and performance-driven environment. Conducts regular training to enhance team skills in OTC processes and tools.

• Motivates and manages his/her team of F&A professionals. Organizes and prioritizes team’s work and executes it based on importance and impact. Commits significant time and effort to develop talents and capabilities of his employees through coaching and mentoring.
• Ensures that the team is cross-trained/multi-skilled and proactive customer focused. In addition, OTC Operations manager continually strives to improve the F&A processes and motivate his/her team members to do the same also by encouraging people to run Six Sigma projects.
• Ensures that cross training of backups/shadows is in place and knowledge is retained within the team. Special attention to be put on new joiners training (on the job training, proper support, documents walkthrough etc) and feedback providing to them on their work progression and development plans.
• Ensures that the daily activities, both individual and team ones, are fulfilled according to the timetable, procedures and business goals as agreed with the client based on Statement of Work (SOW).
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field (MBA preferred).
• 7+ years of experience in OTC or similar roles, with at least 5 years in a managerial capacity.
• Strong understanding of OTC processes, ERP systems (e.g., SAP, Oracle), and automation tools.
• Excellent analytical, problem-solving, and organizational skills.
• Strong leadership and interpersonal skills with the ability to manage cross-functional teams.
• Proficiency in financial reporting and data analysis.
• Knowledge of relevant regulatory requirements and best practices in credit, collections, and invoicing.
  
  

Key Competencies

Customer-centric approach with strong communication and negotiation skills. Ability to handle complex processes and adapt to changing business needs. Focus on continuous improvement and innovation in OTC operations. This role plays a pivotal part in ensuring financial health and customer satisfaction, requiring a dynamic and results-oriented leader to drive OTC excellence.