Jobs / India / Glaxosmithkline LLC
Senior Manager - Order to Cash Service Delivery Lead APAC
Glaxosmithkline LLC · 🌍 Bengaluru Luxor North Tower
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About the role
About the role The Order to Cash Regional Service Delivery Lead will oversee the delivery of operational activities, services, customer management of the Order to Cash activities including stakeholder’s management as well as being part / managing performance of a team and overseeing a BPO provider. Key Responsibilities • Lead the day-to-day delivery and performance of the end-to-end Order to Cash (O2C) operations for assigned region/markets, covering Credit Management, Collections, Disputes and Cash Application, within agreed global standards, SOPs/LSOPs, SLAs and Business Continuity Plans (BCPs). • Ensure a stable level of service and delivery of operational KPIs (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness, productivity, control adherence) by leading hub teams / GSK Ops centres, partnering with LOC Finance and implementing process, system and control changes defined by the O2C Global Process Owner (GPO) and Financial Risk & Controls Management (FRMC). • Monitor and drive performance against agreed operational KPIs and metrics (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness, productivity, control adherence) and implement corrective and preventive actions as needed. • Lead, coach and develop the O2C operations team / GSK Ops centres, ensuring clear objectives, effective workload management, appropriate skills and backup coverage, and promoting a culture of accountability, continuous improvement, collaboration and wellbeing. • Ensure strict adherence to O2C GSOPs, LSOPs, global standards and internal control frameworks in daily operations, including timely completion of Management Monitoring, control execution and documentation/evidence in line with ICFW and audit requirements. • Operationalise and embed process, system and control changes defined and owned by O2C GPO and FRMC (e.g. new SAP O2C functionalities, updated SOP/LSOP wording, changed control steps, new exception rules) and provide structured feedback on practicality and effectiveness. • Lead operational issue management across O2C towers (e.g. large unapplied balances, dispute backlog, credit hold issues, system defects, data quality problems), coordinating with Tech, LOC Finance, Customer Services, Treasury, Close and Control (C&C) and other stakeholders to ensure timely resolution. • Use data and analytics to identify recurrent process, system and data issues impacting cash flow, customer experience and risk; perform root cause analysis and implement short- and medium-term remediation actions within operations, supporting GPO-led. • Act as primary operations contact for assigned markets/region with LOC Finance, Customer Services, Treasury, Close and Control (C&C) and other stakeholders; provide proactive communication on service performance, risks, issues and agreed actions, and support internal/external audits and assurance activities. • Ensure effective utilisation of SAP O2C solutions (including FSCM Disputes, Credit Management, Collections, Cash Application) in day-to-day operations, support testing and readiness activities for new functionalities/releases in cooperation with Tech, GPO and super users. • Contribute to maintenance and execution of O2C Business Continuity Plans for assigned markets/towers (e.g. staffing, prioritisation rules, manual workarounds) and escalate material risks or emerging issues to O2C Operations Performance Manager, GPO and FRMC with proposed mitigation plans. Job Requirements: • 10 - 15 years of experience in end-to-end O2C operations, with practical exposure to Credit Management, Collections, Disputes and Cash Application in a shared service / hub or LOC environment. • Hands-on experience as an SAP O2C user (ideally