About The Role
We are a leading shared services center based in Kuala Lumpur, providing world-class finance and customer service support across the Asia-Pacific region. Our mission is to be a benchmark for excellence, driven by innovation and an unwavering commitment to our internal customers and partners.
We are seeking an experienced and strategic Order-to-Cash (O2C) Lead to establish and manage regional service delivery. This pivotal role is responsible for building a high-performing team, ensuring alignment with global process standards and Service Level Agreements (SLAs), and driving continuous improvement to enhance service quality and operational efficiency.
Key Responsibilities
Service Delivery & Process Excellence
Establish and manage the regional O2C service delivery team and operating model.
Ensure successful setup and performance of the team to deliver services in line with the defined service framework and customer satisfaction metrics.
Own the application of global standards and champion the implementation of best practices for all O2C processes.
Drive process standardization, harmonization, and automation initiatives across the region.
Monitor process performance and ensure compliance, working closely with Risk, Compliance, and Internal Audit functions.
Regional Leadership & Management
Lead, mentor, and develop the regional O2C team, fostering a culture of excellence and continuous improvement.
Plan and implement processes, technology, and operating principles for the region.
Influence and partner with key regional stakeholders to adopt world-class operating standards.
Stakeholder Engagement
Act as the primary point of contact for the region on all O2C service levels and activities.
Report on performance and escalate critical issues through the established governance model.
Partner closely with Business Unit Finance and Relationship Management teams to ensure high customer satisfaction aligned with operational goals.
Identify, prioritize, and gain approval for service enhancements and process improvements.
Qualifications and Experience
Bachelor’s Degree in Business Administration, Finance, Accounting, or a related field.
A minimum of 15 years of relevant working experience in Finance, Customer Service, or a Center of Excellence environment.
At least 5 years of proven experience in people management and leading teams.
Essential Expertise: Deep, end-to-end knowledge of Order-to-Cash processes, related systems, and data management.
Strong understanding of accounts receivable accounting principles.
Proven track record in business partnering with a strong service-oriented mindset.
Excellent analytical, problem-solving, and continuous improvement skills (e.g., Lean, Six Sigma).
A collaborative leader with exceptional teamwork and communication skills, capable of fostering a shared and supportive environment.
