We are seeking a highly motivated Order to Cash Service Delivery Lead to manage and drive operations across the EU region. This role will be based in our Shared Service Centre in Manila, Philippines.
This role offers an excellent opportunity to lead a dynamic team and contribute to the strategic growth of our shared service operations in the EU markets.
Key Responsibilities:
- Lead a team responsible for managing billing processes across the EU markets.
- Monitor and ensure Service Level Agreements (SLAs) and OKRs are consistently met, both for internal teams and outsourced providers (where applicable).
- Champion operational excellence through standardization and automation initiatives, enhancing customer satisfaction.
- Oversee the onboarding and integration of new markets or processes into the Shared Service Centre.
- Drive functional governance, including SLA/KPI performance tracking, issue resolution, and project prioritization.
- Provide stakeholders with timely reports and analyses to facilitate strategic decision-making.
Additional Responsibilities:
Reporting to the EU Order to Cash Regional Process Owner (RPO), this position will work closely with commercial teams, support centers, and in-country teams. The Service Delivery Lead will be responsible for ensuring the efficient execution, monitoring, and reporting of billing processes across the EU region. A key focus will be identifying operational improvements and collaborating with the Transformation and IT teams to implement automation initiatives.
Core Deliverables:
- Ensure vendors and restaurants are paid accurately and on time, in line with SLAs or contractual terms.
- Maintain effective communication and coordination with all relevant stakeholders.
- Provide monthly reporting and insights to support in-country teams.
- Build and manage a high-performing service delivery team.
- Research, track, and resolve billing issues promptly.
- Ensure invoice accuracy by verifying master data and reviewing revenue recognition journals that impact regional financials and payments (if applicable).
- Continuously improve billing processes, ensuring SLAs are met, and escalate issues for timely prioritization.
- Manage the governance process with stakeholders through regular business reviews (weekly, monthly, quarterly).
- Support the onboarding of new countries into the regional office.
- Other duties as assigned by the RPO
