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Head of OTC

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

We are looking for a highly skilled Head of Order-to-Cash (OTC) to lead the OTC operations in our newly established Shared Services Center (SSC).
This role will oversee the entire OTC process, drive operational excellence, lead the migration of processes, and ensure continuous improvement initiatives. The ideal candidate will have strong leadership abilities, a deep understanding of OTC operations, and a proven track record in managing successful process migrations and optimizations.

Key Responsibilities:


•OTC Operations Management:


•Lead and manage the end-to-end Order-to-Cash process, including order management, billing, credit control, collections, cash application, and dispute resolution.


•Ensure accuracy and timeliness in invoice generation, cash collection, and customer dispute handling.


•Establish and monitor service level agreements (SLAs) to ensure smooth OTC operations and high-quality service delivery.


•Migration and Transition:


•Lead the migration of OTC processes from existing locations to the newly set up SSC.


•Develop and implement detailed migration and transition plans to ensure seamless process integration with minimal disruption to ongoing operations.


•Work closely with cross-functional teams, including finance, IT, and customer service, to ensure successful migration and knowledge transfer.


•Process Improvement and Optimization:


•Identify opportunities for process automation, standardization, and optimization to enhance operational efficiency and reduce cycle times.


•Drive continuous improvement initiatives by leveraging best practices, industry benchmarks, and cutting-edge technologies.


•Implement tools and systems to monitor OTC performance, generating insights to improve process effectiveness and customer satisfaction.


•Team Leadership and Development:


•Build, mentor, and lead a high-performing OTC team, ensuring clarity in roles, responsibilities, and performance expectations.


•Provide ongoing training and development opportunities to enhance team capabilities and support career growth.


•Foster a culture of collaboration, accountability, and operational excellence within the OTC team.


•Stakeholder Management:


•Act as the primary liaison between the OTC team and internal stakeholders, including sales, finance, and IT, ensuring alignment on goals and priorities.


•Manage relationships with key external customers and vendors to ensure the highest level of service and dispute resolution.


•Report regularly to senior leadership on OTC performance, migration progress, and areas for improvement.

Key Requirements:


•Bachelor's degree in Finance, Accounting, Business, or a related field.


•8+ years of experience in Order-to-Cash (OTC) operations, with at least 3 years in a leadership role, preferably in a Shared Services or Global Business Services (GBS) environment.


•Strong expertise in managing end-to-end OTC processes, including credit control, collections, and dispute management.


•Demonstrated experience in leading process migration and transition projects in an SSC environment.


•Proficient in ERP systems (e.g., SAP, Oracle) and process automation tools.


•Strong leadership, problem-solving, and communication skills.


•Ability to manage multiple stakeholders and foster cross-functional collaboration.

Preferred Qualifications:


•Experience in setting up or migrating OTC processes to a newly established SSC.


•Lean Six Sigma or other continuous improvement certification.


•Familiarity with customer service and credit risk management practices.

skills

Account Receivables

qualifications

AR / OTC

education

Associate Degree/Diploma