Manager GBS Global Process O2C

Purpose & Overall Relevance for the Organisation:

The Process Excellence teams in GBS are responsible for driving the functional design of services and standard solutions and supporting their implementation.  They will also upskill, train and develop the continuous improvement capability of GBS overall, as well as in market and functional teams.  They will be concerned with ensuring quality, compliance and productivity of the services and processes provided by GBS, managing continuous improvement initiatives and shaping the digital solution agenda.

The Manager GBS Global Process O2C will be responsible for Order to Invoice (O2I), Wholesales (B2B) processes. This area comprises Trade Term Management, Billing, Returns & Claims and Order Intake processes. This role will be responsible for managing the relationship with key customers of that sub-process, understanding customer needs and requirements, formulate the solution and service strategy, define KPIs for the service, specify the solution and system requirements, and manage and prioritize demand for the service.

They will also be responsible for identifying and initiating quality and continuous improvement activity for the Order to Invoice B2B processes.

Scope of Global Process Order to Invoice B2B

·Trade Term and Pricing Management (on-invoice discounts) *

·Condition Contract Management (off invoice discounts, i.e. Rebates) *

·Returns & Claims Management

·Customer Billing (electronic Invoicing)

·Sales Order Intake

*Focus area of this position

Key Responsibilities:

·Support the global design and deployment of B2B pricing and trade term processes as part of ERP implementation projects (e.g., TRANS4RM).

·Assist in analyzing and enhancing O2I processes with a focus on standardization and automation.

·Collaborate cross-functionally with other process teams and markets to ensure end-to-end alignment.

·Participate in process improvement projects, performing GAP analysis and identifying enhancement opportunities.

·Contribute to the definition and tracking of KPIs, OKRs, and process performance metrics.

·Provide subject matter support on policies, accounting standards (e.g., IFRS), and internal controls related to O2I.

·Support the rollout of the Group Finance Manual and other compliance requirements.

·Act as a contact point for internal stakeholders and support change management activities.

·Contribute to master data governance and quality assurance in the O2I process domain.

·Deliver actionable data insights through reporting and performance analysis.

·Prepare and deliver presentations and documentation related to process changes and initiatives.

Key Relationships:

·Internal Customers of O2I B2B (i.e. functional teams in markets)

·Invoice to Cash B2B

·TRANS4RM Program team

·GBS Cross Functional Teams

·Operational Account & Sales Operations Teams in Operations Centers

·Corporate Finance, Corporate Accounting, Corporate Treasury & Taxes

·Tech Delivery Hubs

Knowledge, Skills and Abilities:

·Working knowledge of B2B O2C processes, especially pricing and trade term management.

·Experience in process mapping and improvement within a shared services or global operations setting.

·Familiarity with project methodologies (Lean, Six Sigma) and digital transformation tools (e.g., RPA).

·Ability to work in matrixed environments and collaborate with cross-functional teams.

·Proficient in managing process documentation and compliance tracking.

·Strong analytical, communication, and facilitation skills.

·Comfortable working in dynamic, fast-paced environments.

·Business-level English proficiency (written and spoken).

·Proficiency in MS Office and working knowledge of SAP SD/FI; S/4HANA experience is a plus.

Requisite Education and Experience / Minimum Qualifications:

·University degree in Business Administration or a related field, or equivalent experience.

·Minimum 3–5 years of experience in process management

·Involvement in SAP ERP rollouts is an advantage.