At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Job title Manager Reports to Senior Manager (GPO) Job purpose This role leads the end-to-end Order to Cash (O2C) operations across multiple clients or regions, ensuring high-quality service delivery, control adherence, and measurable value realization. The Manager acts as a process and people leader, driving operational excellence, automation adoption, and performance governance. The position emphasizes strategic oversight of transactional execution, analytical decision-making, and process transformation in alignment with organizational digital and AI-enabled finance initiatives. Key Responsibilities • Process Leadership & Governance o Lead the overall O2C delivery across all sub-processes: o Customer Master Data and Credit Management o Order Processing and Billing & Invoicing o Collections and Dispute Resolution o Cash Application and Reconciliations o AR Month-end & Reporting • Ensure accuracy, timeliness, and compliance with SLAs, KPIs, SOX controls, and statutory guidelines. • Oversee performance dashboards, variance analysis, and trend reporting for leadership and client governance meetings. • Manage month-end and quarter-end close activities ensuring subledger integrity and reconciliation sign-off. • Drive root cause analysis for recurring exceptions and implement corrective and preventive actions. • Maintain and review SOPs, RACI matrices, and control documentation ensuring alignment to global process standards. Digital & Analytical & Transformation Enablement • Champion automation and digital initiatives across O2C, promoting adoption of AI, OCR, and RPA solutions for touchless transaction processing. • Partner with GPO and transformation teams to identify process simplification and digital enablement opportunities (e.g., Power Platform, Ai Agents, UiPath). • Review automation performance metrics and oversee the validation of exceptions post-deployment. • Use analytics and visualization tools (Power BI, Excel dashboards) to interpret operational trends, capacity utilization, and exception analytics. • Lead data-driven decision making to improve DSO, cash flow accuracy, and working capital performance. • Contribute to future-ready capability development of the team through digital tool training, process simulations, and certification drives. People Leadership & Collaboration • Manage, coach, and develop staff and senior analysts across regions to achieve excellence in performance, accuracy, and client engagement. • Foster a culture of accountability, innovation, and continuous improvement within the team. • Collaborate cross-functionally with Finance, Operations, and Technology teams for seamless O2C integration. • Act as the primary escalation point for clients on process delivery, controls, and service performance. • Support hiring, workforce planning, and skill development based on process maturity and digital roadmap needs. Client & Stakeholder Management • Act as the strategic advisor and process SME for client organizations, guiding on O2C optimization, transformation, and automation adoption. • Participate in contract governance, transformation steering committees, and quarterly business reviews (QBRs). • Support solution design, transition planning, and process benchmarking during new client onboarding and transformation projects. • Partner with cross-tower Managers and GPOs (P2P, R2R) to ensure end-to-end finance process integrity and unified digital architecture. Functional & Technical Skills • Deep understanding of end-to-end O2C lifecycle including billing, dispute handling, credit control, collections strategy, and reconciliation governance. • Strong command of ERP systems (Business Central, D365, SAP, Ariba) and related workflow or ticketing tools. • Advanced data and reporting proficiency: pivot tables, automation scripts, dashboards, and analytics models. • Proven knowledge of accounting standards, revenue recognition, reconciliations, and intercompany postings. • Familiarity with RPA, Power Automate, Ai Agents, or Power Apps for workflow efficiency. • Understanding audit readiness, SOX compliance, and risk control frameworks. Future-Ready & Behavioural Competencies • Digital Fluency: Leads adoption of automation, analytics, and AI-driven finance tools within delivery. • Analytical Leadership: Uses insights to challenge process inefficiencies and drive data-based actions. • Agility: Balances delivery excellence with transition, transformation, and scalability objectives. • Strategic Collaboration: Builds relationships with client stakeholders and global virtual teams for high-impact delivery. • Continuous Improvement: Sponsors process optimization projects and innovation councils for future-ready capability enhancement. Performance Metrics / KPIs • Achievement of SLA and KPI targets across all O2C towers. • Year-on-year automation adoption rate and exception reduction. • DSO improvement and working capital optimization. • Process audit compliance and zero-defect control adherence. • Client satisfaction (CSAT/NPS) and service governance outcomes. • Team performance, retention, and capability uplift metrics. Qualifications & Experience • Education: Bachelor of Science in Accountancy/Management Accounting (preferred) or related field • Experience: 10 – 15 years of experience in Finance Operations or Shared Services, with 3+ years in an O2C leadership or supervisory role. • Proven exposure to ERP transformation, automation enablement, or process transitions. • Experience managing multi-country or multi-client delivery environments. Approved by: Date approved: Reviewed: EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.