Senior Manager-O2C(E-Commerce Domain)

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Role Summary:

The Senior Manager – O2C will be responsible for owning and driving the end-to-end Order to Cash (O2C) value chain for the e-commerce business, ensuring accuracy, compliance, and efficiency across billing, collections, credit management, dispute resolution, and cash application. This role will focus on strategic leadership, process transformation, customer experience enhancement, and risk management, while building and leading a high-performing team. The position demands strong cross-functional collaboration with commercial, customer experience, product, and IT teams to deliver business outcomes and optimize working capital.

Key Responsibilities:

1. Strategic Leadership

• Own the entire O2C value chain from order capture to cash realization.
• Design and implement best-in-class processes to enhance customer experience and reduce revenue leakage.
• Align O2C strategy with overall business goals in close coordination with commercial and customer experience leaders.

2. Customer Engagement & Relationship Management

• Act as the primary liaison for key clients and stakeholders on all O2C-related matters.
• Resolve escalated customer issues related to invoicing, returns, disputes, or collections.
• Monitor customer satisfaction metrics and drive improvements in responsiveness and query resolution.
• Manage relationships with multiple internal and external stakeholders.

3. Process & Operations Management

• Oversee timely and accurate billing, cash application, credit approvals, and dispute resolution.
• Optimize credit management policies tailored to e-commerce business models (COD, pre-pay, B2B, D2C).
• Implement automation, dashboards, and exception management frameworks for proactive issue identification.
• Cross-train O2C resources to other towers to build flexibility.
• Collaborate with automation teams to identify efficiency opportunities and quantify FTE hours saved.

4. Receivables, Compliance & Risk

• Monitor receivables aging, DSO, bad debt provisioning, and recovery plans.
• Ensure compliance with internal controls, GST/TCS/TDS regulations, and e-invoicing mandates.
• Lead internal audits and ensure SOX/ICFR readiness for O2C processes.

5. Transformation & Innovation

• Drive digitization and AI/RPA interventions across billing, collections, and customer onboarding.
• Champion continuous improvement initiatives, lean process redesign, and root cause analysis for recurring issues.
• Partner with IT and product teams to integrate O2C systems with order management, CRM, and payment platforms.
• Develop reconciliation templates and SOPs for new processes.

6. Team Leadership

• Lead, coach, and mentor managers and associates across O2C sub-processes.
• Foster a high-performance culture focused on agility, customer centricity, and data-driven decisions.
• Drive workforce planning, structured training, and succession planning for critical roles.

Qualifications & Experience:

• MBA (Finance), CA Inter, or equivalent qualification.
• 12–18 years of relevant experience, with at least 4–5 years in a leadership role managing O2C operations in a shared services or e-commerce environment.
• Strong understanding of e-commerce business models, customer payment flows, and receivables dynamics.
• Proven experience in credit management, collections strategy, dispute resolution, and process automation.
• Familiarity with ERP platforms (SAP, Oracle, Microsoft Dynamics, or equivalent) and automation tools (RPA, workflow management).

• Key Competencies:

• Strategic thinking and process excellence mindset.
• Strong customer relationship management and negotiation skills.
• Analytical capability with data-driven decision-making.
• Expertise in O2C governance, compliance, and audit readiness.
• People leadership with proven ability to develop and retain high-performing teams.
• Strong cross-functional collaboration and influencing skills.

Career Path:

Progression to O2C Tower Lead, Cross-Tower Finance Operations Leader, or Business Process Excellence Leadership roles.