Senior Manager-OTC-Kochi(IGAAP/IFRS + Indian Taxation)

Job Title:

Function:

Domain:

Location:

Reports to:

Role Summary:

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.

- 1218 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:

-