Tax ACR OTC Senior Manager

Job purpose

This role serves as the strategic owner and capability leader for the Order to Cash (O2C) function across global Finance Managed Services engagements.

The O2C Senior Manager / Global Process Owner is accountable for delivering measurable business outcomes for the Order-to-Cash function across global engagements. The role drives best-in-class O2C performance by translating process excellence digital enablement and talent capability into tangible results improved cash flow higher client satisfaction scalable profitability and a resilient high-performing team.

The position drives the future-ready transformation agenda integrating process maturity talent capability and AI-powered process optimization to create a seamless touchless finance experience for clients.

Job Goals

• Deliver Best-in-Class O2C Performance
  • Achieve upper-quartile performance vs APQC/industry benchmarks across DSO billing accuracy auto-application % dispute cycle time and close timeliness.
  • Ensure O2C outcomes directly improve client working capital and cash predictability.
• Drive Client Satisfaction & Value Realization
  • Maintain client satisfaction rating target (e.g. 4.5/5 or NPS benchmark) across O2C engagements.
  • Demonstrate clear value realization for clients (e.g. DSO reduction cost-to-serve reduction productivity uplift).
• Enable Profitable & Scalable Delivery
  • Improve engagement profitability through standardization automation and optimal pyramid leverage.
  • Build scalable O2C operating models that support growth without linear cost increase.
• Lead Digital & Touchless Outcomes
  • Increase touchless processing across billing cash application disputes and AR closing through AI/automation.
  • Deliver measurable impact such as:
    • Auto-cash application target %
    • Reduction in manual effort and error rates
    • Faster cycle times across O2C sub-towers
• Strengthen Governance & Risk Outcomes
  • Ensure zero critical control failures and sustained audit readiness across O2C.
  • Improve data quality compliance and process reliability that clients can trust for decision-making.
• Build & Retain a High-Performing Team
  • Achieve team retention target and team satisfaction target year-on-year.
  • Develop future-ready talent with strong digital analytical and domain capabilities in O2C.
• Position EY as the O2C Thought Leader
  • Establish EY as a go-to advisor for O2C transformation by delivering repeatable success stories assets and benchmarks.
  • Enable cross-sell and expansion through proven O2C outcomes.

Key Responsibilities

• Process Leadership & Governance
• Define maintain and continuously evolve the global O2C process framework covering all sub-towers:
• Customer Master Data & Credit Management
• Order Processing & Billing
• Collections Dunning & Disputes
• Cash Application & Reconciliation
• Reporting & Analytics
• Own and govern process standards KPIs and SLA definitions across delivery regions.
• Ensure compliance with SOX audit and internal control frameworks embedding proactive risk management and remediation plans.
• Lead process harmonization initiatives across ERP platforms (e.g. SAP Business Central D365) and regions ensuring standardization and scalability.
• Provide thought leadership on working capital optimization DSO reduction and cash flow efficiency.
• Act as the final escalation authority for process issues service performance or client escalations related to O2C.

Digital & Analytical & Transformation Enablement

• Develop and execute the O2C Digital Transformation Roadmap incorporating AI RPA OCR and analytics-driven automation.
• Sponsor and oversee implementation of end-to-end touchless O2C workflows including e-invoicing remittance OCR automated cash allocation and predictive collection analytics.
• Partner with digital transformation teams to validate automation use cases ROI projections and scaling strategy across clients.
• Drive adoption of Power Platform (Power BI Power Automate Power Apps) Ai Agents and UiPath tools for analytics process mining and automation control.
• Lead design and review of performance dashboards for leadership enabling transparency and data-driven decision-making.
• Govern performance metrics on automation success exception management and operational efficiency.

Capability Building & People Leadership

• Establish and drive competency-based career frameworks for O2C professionals across Staff Senior and Manager levels.
• Mentor and develop process leaders on digital fluency analytical thinking and strategic communication.
• Partner with HR and L&D to integrate certification pathways (Power BI Celonis Ai Agents GenAI) into talent development plans.
• Foster a culture of innovation and ownership encouraging teams to identify automation analytics and process enhancement opportunities.
• Manage global O2C talent capacity planning and succession pipelines in alignment with future delivery strategy.

Client & Stakeholder Management

• Act as the strategic advisor and process SME for client CFO organizations guiding on O2C optimization transformation and automation adoption.
• Participate in contract governance transformation steering committees and quarterly business reviews (QBRs).
• Support solution design transition planning and process benchmarking during new client onboarding and transformation projects.
• Partner with cross-tower GPOs (P2P R2R) to ensure end-to-end finance process integrity and unified digital architecture.

Functional & Technical Skills

• Deep domain expertise in the end-to-end O2C process including order fulfillment process credit risk collections dispute handling and cash management.
• Strong working knowledge of ERP ecosystems (SAP Business Central D365 Oracle) and workflow tools.
• Expertise in finance automation AI/ML integration and process mining tools (Celonis Power BI UiPath).
• Proficiency in data governance master data control and reconciliation management.
• Strong acumen in financial metrics (DSO aging trends bad debt provisioning) and performance analytics.
• Familiarity with compliance SOX and internal audit standards.

Future-Ready & Behavioural Competencies

• Digital Leadership: Champions digital-first transformation process mining and AI-based decision support.
• Strategic Agility: Balances long-term transformation vision with near-term delivery excellence.
• Analytical Foresight: Uses predictive insights for exception prevention forecasting and working capital optimization.
• Collaboration & Influence: Builds executive relationships with client leadership internal delivery heads and global transformation teams.
• Change Enablement: Leads organizational adoption of digital tools automation and new operating models.
• Continuous Improvement: Sponsors innovation councils proof-of-concept pilots and automation idea pipelines.

Performance Metrics / KPIs

• Achievement of global SLA/KPI compliance across O2C delivery centers.
• Automation maturity and adoption rate across client engagements.
• Reduction in manual effort DSO and exception backlog.
• Client satisfaction (CSAT/NPS) and value realization from digital initiatives.
• Talent development and digital certification progress across O2C teams.
• Governance effectiveness and audit/control compliance rating.

Qualifications & Experience

• Education: Chartered Accountant (CA) CPA ACCA MBA (Finance) or equivalent professional qualification.
• Experience: 1520 years of progressive experience in Finance Operations / Shared Services / Transformation with at least 45 years in an O2C leadership or GPO role.
• Proven experience in automation-led process transformation process design and capability development.
• Hands-on experience with digital platforms ERP migrations and analytics implementations.
• Prior exposure to multi-country delivery client governance and transition projects is highly preferred.