Manager Invoice-to-Cash

PURPOSE & OVERALL RELEVANCE FOR THE ORGANISATION:

KEY RESPONSIBILITIES:

• Oversee daily, weekly, and monthly reconciliation of DTC payments and ensure resolution of discrepancies across channels.
• Lead refund and chargeback management processes, ensuring accurate and timely execution.
• Drive robust cash application processes specific to DTC revenue streams ensuring accurate application of consumer payments.
• Establish a close partnership with e-commerce, retail, finance, and technology teams to ensure seamless payment processing, reporting, and system integrations.
• Act as a business partner to global and regional DTC finance teams to align on process improvements, performance metrics, and compliance.
• Monitor and enhance the Unapplied Cash reporting specific to DTC transactions and drive solutions in partnership with customer experience teams.
• Implement controls to minimize financial risks related to customer payments, refunds, fraud detection, and settlement discrepancies.
• Drive end-to-end process standardization, automation, and optimization aligned with GBS and DTC strategies.
• Collaborate with Global Process Owners (GPO) to deploy technology solutions enhancing payment and reconciliation capabilities (e.g., SAP, CFIN, digital wallets).
• Provide expertise in digital payment landscapes, fintech solutions, and emerging technologies to enhance operational workflows.
• Own performance updates and operational health metrics (KPIs/OKRs) for DTC finance operations, with data-driven action plans.
• Lead process and system testing to ensure robust DTC transaction handling during new feature launches or payment provider integrations.
• Ensure audit readiness, internal controls, and compliance with local and international finance regulations.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong financial and operational acumen in the DTC space (e-commerce, retail).
• Deep understanding of payment gateways, digital wallets, and transaction ecosystems.
• Experience in managing teams of 25+ FTEs in a shared service or operational setup.
• Expertise in SAP and related digital finance tools.
• Strong cross-functional collaboration skills with digital, finance, technology, and customer support teams.
• Solid experience in continuous improvement methodologies (Lean, Six Sigma).
• Analytical mindset with the ability to interpret data to drive decisions.
• Strong problem-solving skills with a consumer-first approach.
• Proficient in English with excellent communication skills suitable for global stakeholder interactions.

REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS:

• University degree in Finance, Commerce, Business Administration, or relevant fields.
• 12+ years of work experience in finance operations with a strong focus on DTC processes.
• At least 5+ years of specific experience in digital payments, cash application, and reconciliations in a DTC context.
• Demonstrated experience in leading operations within a digitally enabled, high-volume transaction environment.