O2C Tower Lead

1 month ago


Malaysia APAC Michael Page Full time

In this position, you will be the pioneer in the SSC to set up the O2C team and will be involved with transition activities and responsible for day-to-day operation-related matters. Lead manages the teams and end-to-end activities of OTC. Current scope would cover 10 countries in APAC.

Client Details

Global leading entertainment business with a new SSC set-up coming into place in Malaysia.

Description

  • Collaboratively guide the transition and establishment of the OTC operations within the SSC, ensuring a smooth transfer of financial processes, systems, and data from the Business Units in the region to the SSC
  • Work with SSC leadership, BU finance, Sales and Distribution Leads and outsourced party to establish service levels, performance metrics, and technology requirements, and adapt them as needed over time
  • Oversee the day-to-day operations of OTC and outsourced party deliverables, ensuring the prompt and precise delivery of financial services to stakeholders within the region
  • Manage and oversee physical sales related reporting and deliveries.
  • Manage service level agreements (SLAs) and key performance indicators (KPIs) to meet or surpass performance targets for all OTC processes, which include (but not limited to): Customer onboarding, Customer invoicing, Cash Application, Collection, Disputes and queries management, OTC Reports and Reconciliation
  • Review, coordinate and prioritize the work done by outsourced party and offer insights and feedback on areas of improvement or on areas of excellence
  • Monitor global process adherence and controls implementation across all employees involved in the OTC flow
  • Highlight all areas of concern, risks for non-compliance of corporate policy and procedures
  • Adhere to and improve the governance model between Local business units, SSC and outsourced party
  • Collaborate with global process owners regarding process standardization and optimization, improvements, automations or system upgrades
  • Support communication of change and trainings for all team members (local, SSC, outsourcing) with respect to OTC processes or automations
  • Escalate outsourcing party business continuity challenges (managerial KPIs) or performance challenges (SLAs) to Outsourcing contract manager
  • Ensure that the FTE capacity planning is reflective of accurate volumes and average handling time
  • Stay updated on tax regulations and statutory requirements applicable to OTC processes and help implement necessary adjustments to ensure compliance
  • Lead migrations and knowledge transfers for new business units, prepare relevant documentation and drive process consistency & standardization in order to optimize operational efficiency
  • Participate in the ongoing documentation and updating of company procedure manuals

Profile

  • Detailed understanding of the review process underlying all OTC activities and associated controls, which include Customer onboarding, Customer invoicing, Cash Application, Collection, Disputes and queries management, OTC reports and Reconciliation
  • At least 12 years' relevant experience in OTC, with at least 5 years as a Lead, preferable working with SSC or but will consider BPO structure
  • Experience of running Third Party Risk Management Programs/KYC/Sanctions checking
  • Familiarity with collection/customer insights and automation tools and technologies to enhance efficiency in accounts receivable processes
  • Experience in working with SLA's, KPI's and in determining the right resourcing loading model
  • Fluency in English (Must) and Mandarin (MUST), to support Greater China region.
  • Experience of working within a multicultural, international environment
  • Strong and proven people management / supervisory background

Education

  • Bachelors / Masters Degree in Finance & Accounting
  • Six Sigma/SAP/People management certifications are a plus

Job Offer

  • A comprehensive Total Rewards Program including performance based bonuses, flexible benefits, and competitive compensation.
  • Leaders who support your development through coaching and managing opportunities.
  • A world-class training program in financial services.
  • A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Laxmin Ganapathy on
Agensi Pekerjaan Michael Page International (Malaysia) Sdn Bhd | Registration No W.



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