Delivery Operations Associate Manager

Skill required: Cross support - Finance Strategy
Designation: Delivery Operations Associate Manager
Qualifications:MCom/Master of Business Administration/Master of Financial Management
Years of Experience:10 to 14 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 699,000 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? JOB TITLE: Associate Manager, Specialist & Team Lead Group: Industry Specific BPO LEVEL: CL8 Business Unit/Deal: F& A / Order to Cash – Cross Support & Billing Work Location: Jaipur/Work from Office Objectives of Role The Order to Cash Associate Manager/Specialist/Team Lead will be responsible for end-to-end O2C operations — includes Primary experience in Billing and Reporting — ensuring process excellence, accuracy, compliance, and timely delivery of SLAs.This role requires strong leadership, stakeholder management, analytical capability, and process improvement mindset to drive operational efficiency and client satisfaction Associate Manager • Own the O2C tower performance across all sub-processes (Billing, Deductions, Cash App, Customer Service, Customer Master Data Management). • Analyze KPIs (DSO, unapplied cash %, deduction aging) and implement process impro improvements. • Manage a team of 15–30+ FTEs and ensure training, motivation, and development. • Support audit and compliance reviews and maintain strong internal controls. Specialist • Lead daily O2C operations and ensure SLA/KPI achievement across assigned processes. • Support transition and stabilization of new processes or markets. • Perform detailed root cause analysis and recommend corrective actions. • Create productivity trackers, dashboards, and standard operating procedures (SOPs). Team Lead • Supervise daily task allocation, queue monitoring, and quality checks. • Ensure accurate processing of invoices, cash applications, or deductions as per SLA. • Review and validate reports, trackers, and reconciliations prepared by team members. Requirement For CL8: 12+ years of experience Proficiency in MS Office (Excel, Outlook, Word), CRM platforms and Power BI reporting. • Ability to multitask and manage time efficiently and analytical thinking and attention to detail. • Experience working on ERP systems (SAP, Oracle, Workday, or similar). Training and Documentation • Ensure availability of updated documentation for all processes • Work with the Team leaders in identifying training requirements and develop a training plan • Lead OTC and Process improvement initiatives
What are we looking for? •JOB REQUIREMENTS Functional competencies (Includes Knowledge and Skills) Eg. Accounts receivables; MS Office; SAP; High radius Competency Name Proficiency Level (Refer Defn. below) Comments Accounts Receivable Experienced Project Management Skilled Professional Competencies (Includes Skills) (E.g.: Takes initiative i.e. is proactive; Analytical ability; Team player; Communication skills; Multi tasking Relationship Management – Ability to develop and maintain an effective relationship with client; Customer orientation; Leadership; Innovative) •Team Leadership & Management: Supervise daily operations: Oversee the day-to-day activities of the O2C team, ensuring a smooth workflow and adherence to process timelines. • Performance management: Set goals, monitor team performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and provide regular coaching and feedback. • Training and development: Identify training needs, mentor team members, and ensure the team has the necessary skills and resources to perform effectively. • Workload allocation: Effectively manage and distribute workloads among team members to meet deadlines and performance targets. Competency Name Proficiency Level (Refer Defn. below) Comments Communication/ Presentation Skill 6 Analytical Thinking 6 Customer Orientation 6 Decision Making 6 Teaming and collaboration 6 Team leadership 6 Proficiency Level Definition Level 1 Exhibits basic competency indicators occasionally. Level 2 Exhibits basic competency indicators consistently and effectively. Level 3 Exhibits competency indicators of medium complexity occasionally. Level 4 Exhibits competency indicators of medium complexity consistently and effectively. Level 5 Exhibits advanced competency indicators occasionally. Level 6 Exhibits advanced competency indicators consistently and effectively.
Roles and Responsibilities: Team Leadership & Management: Supervise daily operations: Oversee the day-to-day activities of the O2C team, ensuring a smooth workflow and adherence to process timelines.• Performance management: Set goals, monitor team performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and provide regular coaching and feedback.• Training and development: Identify training needs, mentor team members, and ensure the team has the necessary skills and resources to perform effectively.• Workload allocation: Effectively manage and distribute workloads among team members to meet deadlines and performance targets. Process Management & Execution: Order and contract management: Ensure accurate and timely processing of sales orders and contracts, coordinating with sales, logistics, and supply chain teams to resolve discrepancies.• Billing and Invoicing: Oversee the accurate and timely generation and distribution of customer invoices in compliance with company policies and regulations.• Credit and Collections: Manage credit assessments, set credit limits, and supervise collection activities to minimize overdue balances and bad debt risk. This includes managing the dunning process and bad debt provisioning.• Cash Application: Ensure the accurate and timely application and posting of incoming customer payments, investigating and resolving unapplied cash or short payments.• Dispute Resolution: Act as the first point of contact for operational escalations and coordinate with relevant stakeholders (e.g., sales, customer service, legal) to resolve customer disputes and deductions in a timely manner. Reporting, Analysis & Compliance: Reporting and analysis: Prepare and analyze reports on key metrics such as Accounts Receivable (AR) aging, Days Sales Outstanding (DSO), collection efficiency, and cash flow performance