Order To Cash Operations Senior Analyst

Skill required: Order to Cash - Collections Processing

Designation: Order to Cash Operations Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song- all powered by the world-s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

The Management Team Lead is responsible for leading a team of dispute analysts to ensure timely investigation, resolution, and closure of customer disputes and deductions. This role focuses on reducing aged receivables, improving cash flow, enhancing customer satisfaction, driving process improvements, and ensuring compliance with company policies and service level agreements (SLAs).

He is also responsible for leading rebate operations within the Order-to-Cash process, ensuring accurate rebate calculation, validation, processing, and payment. The role oversees a team of rebate analysts, drives process excellence, manages stakeholder relationships, and ensures compliance with contractual agreements while supporting revenue and customer satisfaction objectives.

What are we looking for?

Strong knowledge of Order-to-Cash (O2C), Accounts Receivable, Collections, Dispute Management processes & Rebates Management processes.

Proven leadership and team management experience.

Strong analytical and problem-solving skills.

Excellent stakeholder management and customer relationship skills.

Advanced Microsoft Excel and reporting capabilities.

Experience with SAP or SAP S,4 HANA

Strong communication, negotiation, and conflict resolution skills.

Ability to manage multiple priorities and work in a fast-paced environment.

Knowledge of internal controls


Roles and Responsibilities:

Team Leadership & People Management

Lead, mentor, and develop a team of Disputes Management Analysts.

Set and monitor team goals, KPIs, and productivity targets.

Conduct performance reviews, coaching sessions, and training programs.

Manage workload allocation and resource planning to ensure SLA adherence.

Foster a culture of accountability, collaboration, and continuous improvement.

Dispute Management Operations

Oversee the end-to-end dispute resolution process for customer deductions, invoice disputes, pricing discrepancies, billing errors, freight claims, and promotional claims.

Ensure disputes are investigated and resolved within agreed timelines.

Review complex or high-value dispute cases and provide resolution guidance.

Act as the escalation point for critical customer issues.

Ensure proper documentation and tracking of dispute cases.

Stakeholder Management

Partner with Sales, Customer Service, Finance, Pricing, Supply Chain, Credit & Collections teams to drive dispute resolution.

Build strong relationships with key customers and internal stakeholders.

Facilitate cross-functional meetings to address recurring dispute trends and root causes.

Communicate operational performance and key risks to management.

Cash Flow & Accounts Receivable Support

Drive reduction of open dispute balances and aged receivables.

Support collections teams by expediting dispute resolution to improve cash application and collections performance.

Monitor deduction recovery and financial impact of unresolved disputes.

Contribute to working capital improvement initiatives.

Reporting & Analytics

Analyze dispute trends, aging reports, root causes, and financial impact.

Track team performance against KPIs and SLAs.

Prepare weekly, monthly, and quarterly management reports.

Identify opportunities to improve process efficiency and customer experience.

Qualification
Any Graduation