Senior Process Manager - LTC

Job Summary

This role is responsible for overseeing end-to-end Order to Cash (OTC) operations, ensuring process excellence, compliance, and continuous improvement. The individual drives operational efficiency by managing order management, invoicing, collections, dispute resolution, and cash application, while leading a high-performing team. They play a critical role in optimizing workflows, collaborating with internal stakeholders, and delivering accurate financial outcomes that support organizational objectives.

Key Responsibilities

1. Oversee order management by utilizing ERP systems to ensure timely and accurate processing, fulfillment, and tracking of customer orders.

2. Supervise invoicing activities with financial tools to guarantee precision and promptness in billing, aligning with company policies and compliance standards.

3. Manage credit approvals and collections using risk assessment frameworks and collection platforms, ensuring timely receipt of payments and minimization of bad debts.

4. Resolve customer disputes by leveraging communication skills and root-cause analysis tools, ensuring quick and satisfactory resolution to maintain client relationships.

5. Direct cash application processes using reconciliation software to post payments including cash, cheques, EFT, and lockbox transactions, ensuring accurate ledger maintenance.

6. Lead and mentor the OTC team through performance management tools, fostering skill development, engagement, and a culture of continuous improvement.

7. Identify and implement process optimization initiatives using Lean or Six Sigma methodologies, driving productivity enhancements and cost reductions across the OTC cycle.

8. Collaborate with sales, logistics, and finance teams via workflow management platforms to ensure seamless order-to-cash operations and resolve interdepartmental challenges.

9. Prepare and analyze operational and financial reports using data analytics tools to monitor order status, receivables, and cash flow, supporting strategic decision-making.

10. Manage performance and service level agreements (SLAs) using service management systems to ensure high satisfaction for both internal and external clients.

11. Plan and coordinate staffing activities, ensuring alignment with documented policies and optimal resource allocation.

12. Manage client relationships through effective communication and solution-oriented approaches, supporting business retention and growth.

13. Oversee project budgets and schedules, ensuring delivery within financial and time constraints.

Skill Requirements

1. Advanced Proficiency In Otc Process Management, Including Order Management, Invoicing, Credit, Collections, Dispute Resolution, And Cash Application.

2. Advanced Proficiency With Erp And Financial Management Systems (E.G., Sap, Oracle, Or Equivalent).

3. Advanced Proficiency In Data Analysis And Reporting Using Excel, Power Bi, Or Similar Tools.

4. Advanced Proficiency In Leading Teams And Driving Performance Improvement Using Coaching And Feedback Techniques.

5. Advanced Proficiency In Process Optimization Methodologies Such As Lean Or Six Sigma.

6. Advanced Proficiency In Stakeholder Management And Cross Functional Collaboration.

Other Requirements

1. Lean Six Sigma Green Belt or equivalent certification (optional but valuable).

2. Certification in SAP FI/CO or Oracle Financials (optional but valuable).