Order to Cash (O2C) Senior EY GDS

Job purpose

This role leads the delivery of high-quality accurate and digitally enabled O2C services while guiding junior team members and ensuring strong compliance client satisfaction and operational stability. The position acts as a key driver of exception reduction automation adoption and continuous improvement helping shape a future-ready analytics-led delivery model across the O2C lifecycle.

Role Goals (Outcome Focused)

1. Drive Quality Accuracy & Timeliness

• Ensure first-time-right processing and proactive issue prevention across O2C workstream.
• Strengthen stability by reducing errors delays and rework through coaching and oversight.

1. Elevate Client Experience

• Act as a primary contact for issue resolution ensuring clear communication faster turnaround and improved client confidence.
• Monitor delivery performance and address risks early to maintain service continuity.

1. Accelerate Digital & Automation Adoption

• Champion use of OCR automated matching dashboards and AI tools to minimize manual work.
• Lead pilots support digital onboarding and contribute insights that advance touchless processing.

1. Strengthen Controls Governance & Compliance

• Ensure adherence to SOX audit and internal control requirements across transactions.
• Support documentation transition workstreams and standardization across multi-country environments.

1. Build Capability & Drive Continuous Improvement

• Mentor and upskill analysts to create a more capable future-ready workforce.
• Identify process gaps propose improvements and support initiatives that enhance efficiency accuracy and customer experience.
• Promote knowledge sharing and embed best practices across service lines.

Key Responsibilities

• Process Delivery & Governance
• Oversee day-to-day delivery of O2C activities including:
  • Customer Master Data Management
  • Sales Order Entry & Fulfilment
  • Billing & Invoicing
  • AR Collections & Dispute Resolution
  • Cash Application and Reconciliations
  • AR Month-end & Reporting
• Validate completeness and accuracy of remittances receipts adjustments and allocations across ERP systems (e.g. SAP Business Central D365).
• Monitor SLA adherence control compliance and ensure client satisfaction through initiative-taking communication and issue resolution.
• Prepare dashboards variance reports and KPI summaries for leadership review and client reporting.
• Lead month-end close activities related to AR subledger and bank reconciliations.
• Ensure documentation and SOPs are current standardized and align with transition and quality assurance frameworks.

Digital & Analytical Enablement

• Drive adoption of AI-assisted automation tools RPA workflows and Power BI analytics for reporting and reconciliation.
• Perform complex data analysis to identify root causes for exceptions recommend automation use cases and enhance process efficiency.
• Partner with transformation and GPO teams to support touchless O2C initiatives including OCR remittance automated matching and exception prediction.
• Validate automation performance metrics and contribute to AI Agent testing and hyper care post-deployment.
• Leverage Power Platform (Power BI Power Automate) for developing and maintaining operational dashboards and reports.
• Champion of data-driven culture mentoring staff on analytical tools and process optimization.

Collaboration & Governance

• Consult with client finance operations and business teams for escalations process clarifications and performance discussions.
• Support transition and process harmonization across geographies and ERP platforms ensuring alignment with standardized templates and governance models.
• Guide and mentor staff-level associates monitor their progress and provide feedback for skill development and performance improvement.
• Collaborate with automation COE and transformation teams to align O2C process priorities with digital strategy.

Functional & Technical Skills

• Strong end-to-end understanding of the Order to Cash lifecycle with firsthand experience in at least two areas:
  • Customer Master Data Management
  • Sales Order Entry & Fulfilment
  • Billing & Invoicing
  • AR Collections & Dispute Resolution
  • Cash Application and Reconciliations
  • AR Month-end & Reporting
• Proficient in ERP systems such as Business Central SAP D365 or Ariba.
• Advanced Excel and analytics proficiency (pivot tables lookups macros formula automation).
• Working knowledge of automation tools (Power Automate UiPath) and BI tools (Power BI Tableau).
• Sound understanding of SOX controls revenue recognition reconciliations and audit compliance frameworks.
• Ability to document process flows exceptions and SOP updates effectively.
• Awareness of automation and AI tools (e.g. Power Automate Power BI Ai Agents UiPath) preferred.

Future-Ready & Behavioural Competencies

• Digital Fluency: Operates confidently in technology-enabled environments with automation visualization and AI tools.
• Analytical Mindset: Uses data-driven insights for exception analysis trend identification and decision support.
• Agility: Adapts quickly to process technology and client requirements; supports transition and transformation projects.
• Leadership & Collaboration: Demonstrates team leadership conflict management and effective stakeholder communication.
• Continuous Improvement: Proactively identifies improvement areas and contributes to process innovation automation and standardization.

Performance Metrics / KPIs

• SLA adherence and quality compliance across O2C processes.
• Reduction in manual intervention and exception rate.
• Process accuracy turnaround time and client satisfaction.
• Automation and digital adoption KPIs (bot utilization dashboard usage).
• Contribution to transition transformation and process improvement initiatives.
• Staff mentoring and knowledge-sharing effectiveness.

Qualifications & Experience

• Education: B. Com / M. Com / MBA (Finance) / Pursuing CA / ACCA Intermediate.
• Experience: 510 years of experience in O2C or Accounts Receivable process delivery and governance.
• Firsthand exposure to ERP platforms such as SAP D365 or Business Central.
• Experience with digital transformation RPA implementation or process automation is highly desirable.
• Prior involvement in multi-country delivery or transition/migration projects is an advantage.