Order to Cash Operations Specialist

Role overview

Qualifications and experience

• Any graduation qualification is required.
• The role requires 7 to 11 years of experience.
• Strong knowledge of Accounts Receivable, Order to Cash, and Credit and Collections processes is required.
• Strong leadership, coaching, negotiation, conflict-resolution, analytical, communication, and stakeholder management skills are required.
• Proficiency in Microsoft Excel, Power BI, and SAP or SAP S/4HANA is required.
• The role requires the ability to work in a fast-paced, target-driven environment.

Team management and leadership

• Lead, coach, and mentor Collections Analysts and Specialists.
• Set team goals, conduct performance reviews and one-on-one meetings, deliver training, and support employee development.
• Monitor workload distribution and ensure productivity targets are achieved.

Collections operations

• Oversee daily collection activities and timely follow-up on past-due accounts.
• Monitor aging reports and prioritize high-risk accounts.
• Review collection strategies, approve payment arrangements, and make escalation decisions for complex accounts.
• Ensure compliance with company policies, contractual agreements, regulatory requirements, SLAs, and operational controls.

Stakeholder management

• Collaborate with Customers, Sales, Finance, Credit Risk, and Customer Service to resolve disputes and collection issues.
• Escalate critical collection risks and significant overdue balances to management.
• Maintain strong customer relationships while ensuring timely collections.

Reporting and improvement

• Analyze collection performance metrics and identify trends.
• Prepare and present weekly and monthly reports covering DSO, CEI, overdue balances, and collection effectiveness.
• Drive root-cause analysis for payment delays and disputes.
• Identify opportunities to improve collections, reduce aged receivables, and support automation and transformation initiatives.