OTC Supervisor

The Order to Cash (O2C) Supervisor role is responsible for executing day-to-day responsibilities within the areas of Customers' Billing and Time Management, while adhering to standard processes and procedures. Additionally, the O2C Supervisor will work collaboratively with internal and external customers, cross-functional teams at various levels to resolve issues. The O2C Supervisor must be detail oriented, with strong interpersonal and influencing skills and the ability to visualize and articulate complex business and technical requirements.

Core Responsabilities:

• Accountable for the output and quality of services provided by the O2C Accounting / analyst team.
• Ensure clear working relationship with the BPOs.
• Recruit, coach, and mentor O2C staff.
• Billing, collection activities and resolution of customer disputes are performed timely and accurately.
• Ensure compliance with the Service Partnership Agreement.
• Manage performance through metrics and key performance indicators.
• Partner with internal departments to ensure accurate invoicing and resolve disputes.
• Support implementation of standard O2C processes and measurable improvements across the region by evaluating end-to-end process performance and advising on amendments where necessary.
• Partner with MPG business teams to identify and assess process gaps that negatively impact the customer experience, timeliness, or quality of provided services.
• Support managing escalation and exception processes within the GBS team.
• Monitor to ensure achievement of customer service requirements as defined by both formal Service Partnership Agreements as well as Customer Satisfaction surveys.
• Recommend action plans to ensure targets are achieved or exceeded.
• Ensure that MPG policies are adhered to (e.g., approvals, guidelines, etc.).
• Assure that the appropriate internal control environment is maintained along with compliance with SOX requirements and relevant legal and regulatory requirements.
• Serve as primary point of contact for internal and external audit requests.

Technical Competencies:

• Experience leading medium to large international O2C team.
• In-depth understanding of O2C leading practices.
• Expert-level understanding of the mechanics within the O2C process stream and how it fits into the end-to-end financial process environment.
• Knowledge of internal controls, segregation of duties and compliance best practices.
• Strong grasp of basic accounting concepts and how O2C processes impact MPG's DSO targets and financial performance.