OTC Manager

The Order to Cash (O2C) Manager will be responsible for day-to-day oversight of Manpower Group's Order to Cash function, supporting the execution of related subprocesses. This role will manage the adoption of process designs and drive the GBS towards standardized solutions.

The areas of responsibility will include Credit Management, Cash Application, Billing, Collections and Disputes Management, and OTC Reporting, with a focus on leading process improvement in these areas through standardization and automation. Additionally, the O2C Manger will work collaboratively with cross-functional Manpower Group teams, including key stakeholders at all levels within Commercial, Finance, Legal, IT and other internal departments. The O2C Manager must be detail oriented, with strong interpersonal and influencing skills and the ability to visualize and articulate complex business and technical requirements.

Core Responsabilities :

• Serve as the functional managerof the O2C team.
• Responsible for the output and qualityof services providedby the O2C Team to internal and external customers, including services provided by BPOs.
• Ensure compliance with Credit and Collection Policy through regular monitoring of customer accounts for overdue invoices, credit limits and payment terms and take corrective actions where necessary.
• Billing, collection activities and resolution of customer disputesare performed timely and accurately.
• Ensure compliance with the ServicePartnership Agreement.
• Manage O2C Team performance throughmetrics and key performance indicators.
• Drive 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 customerexperience, timeliness, or quality of provided services.
• Support managing escalation and exception processeswithin 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.
• Develop and 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 contactfor internal and external audit requests.
• Accountable training materials, SOPs and work instructions related to O2C processes and systems are developed, reviewed, updated, and approved on a regular basis.

Technical Competencies & Experience :