OTC Lead, Seak

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

The core values that comprise Universal Music Group are Authenticity, Boldness, Creativity, Connection, Drive and Insight. These values are the essence of our people which makes UMG the most renowned company in the music industry.

Job Summary:
In this position, you will be the pioneer in the SSC to set up the OTC team and will be involved with transition activities and responsible for day-to-day OTC operation-related matters. This role will report into the Site Lead for the Shared Service Center.

The OTC Lead manages the teams and end-to-end activities of OTC. The role its crucial through its interaction with key stakeholders in finance, sales, distribution, outsourcing partner and global process owners. Current scope would cover 10 countries in APAC.

Overall, the responsibilities span the comprehensive management of financial transactions and personnel within the Accounts Receivable stream.

Job Responsibilities/Objectives:

- 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 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

Required Skills / Experience
- 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
- High integrity, independent and analytical and communications skills together with a strong sense of responsibility
- 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
- Proactive, fast learner, self-motivated and performance-driven with the ability to multitask
- Proficiency in MS Office tools and SAP ECC
- Experience of running Third Party Risk Management Programs/KYC/Sanctions checking
- Experience in utilizing data insights to identify trends, efficiencies, and areas for improvement
- 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 any 3rd SEAK language (preferred), clear and concise communication style
- Experience of working within a multicultural, international environment
- Strong and proven people management / supervisory background

Education
- Bachelors / M