Lead/Senior Manager - Global BPO Governance & Order To Cash Transformation

About the Role:

We are seeking a high-performing leader to oversee our global Order-to-Cash (O2C) operational framework and govern our third-party Business Process Outsourcing (BPO) partnerships. In this role, you will act as the key strategic bridge between internal Finance & Commercial leadership and our external service providers, ensuring seamless execution across Accounts Receivable (AR), Collections, Deductions, Credit Management, and Cash Application.

You will drive SLA/KPI adherence, establish robust governance models, lead continuous improvement initiatives, and champion digital transformation across our global finance operations.

Key Responsibilities:

BPO Governance & Vendor Management:

- Establish, monitor, and enforce global governance frameworks across all outsourced O2C and Finance shared services.

- Drive vendor accountability against key metrics including SLAs, OLAs, KPIs, resolution rates, and processing accuracy.

- Conduct regular Operational Performance Reviews (MBRs/QBRs) and lead issue resolution for contractual, operational, or service-delivery gaps.

- Collaborate with BPO partners to build scalable staffing models, cross-training frameworks, and business continuity plans.

Order-to-Cash (O2C) Operations & Financial Oversight:

- Provide functional leadership across end-to-end O2C processes (Credit Risk, Billing, Cash Application, Collections, Dispute & Deduction Management).

- Partner with Commercial, Sales, and Supply Chain teams to resolve systemic payment delays, disputed invoices, and high-risk receivables.

- Monitor global Days Sales Outstanding (DSO), overdue exposure, and bad debt reserves, driving strategies to optimize working capital.

Process Transformation & Digital Enablement:

- Identify, prioritize, and champion process optimization initiatives using Lean/Six Sigma and root-cause analysis methodologies.

- Partner with Global IT and Digital Transformation teams to drive automation (RPA, AI/ML tools, automated cash match, workflow tools) within the O2C ecosystem.

- Standardize global operating procedures (SOPs), target operating models (TOMs), and controls to maintain alignment with internal audit and SOX compliance standards.

Strategic Stakeholder Management:

- Serve as the primary internal contact for regional business leaders, finance controllers, and global commercial executives regarding outsourced finance performance.

- Design and deliver high-impact executive dashboards, operational scorecards, and business cases for senior leadership.

Qualifications & Candidate Profile:

- Education: MBA from a Tier-1 or Tier-2 business school (e.g., IIMs, XLRI, ISB, FMS, SPJIMR) or qualified CA / CFA.

- Experience: 10 to 18 years of progressive experience in Order-to-Cash (O2C), Shared Services / GBS, or BPO Governance.

- Vendor Management: Proven track record of managing global Tier-1 BPO partners (e.g., Genpact, Accenture, Wipro, Infosys, Cognizant) under strict commercial SLAs and SOWs.

- ERP & Technology Expertise: Hands-on experience with enterprise ERP systems (SAP S/4HANA or SAP ECC) and specialized O2C software (e.g., HighRadius, GetPaid, Blackline, ESker).

- Continuous Improvement: Certification or demonstrated experience in Lean Six Sigma, Kaizen, or Agile methodologies is strongly preferred.

- Communication: Exceptional executive communication, negotiation, and change management skills in a matrixed global environment.