O2C OPL AMERICAS (WS, CA, LATAM)

Job description

The Order To Cash Americas Regional Operational Lead will focus on delivering initiatives aligned with the O2C Function, strategy and the delivery of operational activities, services, customer management of the Order to Cash activities including stakeholder’s management as well as being part and managing performance of a team and overseeing a BPO provider. Key Responsibilities: Overseeing the day-to-day delivery and performance of the end-to-end Order to Cash (O2C) operations for assigned region/markets, covering Credit Management, Collections, Disputes and Cash Application, within agreed global standards, SOPs/LSOPs, SLAs and Business Continuity Plans (BCPs). Ensure a stable level of service and delivery of operational KPIs (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness, productivity, control adherence) by leading Hub teams / GSK Operation centres, partnering with LOC Finance and implementing process, system and control changes defined by the O2C Global Process Owner (GPO) and Financial Risk & Controls Management (FRMC). Monitor and drive performance against agreed operational KPIs and metrics (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness, productivity, control adherence) and implement corrective and preventive actions as needed. Lead, coach and develop the O2C operations team / GSK Operation centres, ensuring clear objectives, effective workload management, appropriate skills and backup coverage, and promoting a culture of accountability, continuous improvement, collaboration and wellbeing. Ensure strict adherence to O2C GSOPs, LSOPs, global standards and internal control frameworks in daily operations, including timely completion of Management Monitoring, control execution and documentation/evidence in line with ICFW and audit requirements. Operationalise and embed process, system and control changes defined and owned by O2C GPO and FRMC (e.g. new SAP O2C functionalities, updated SOP/LSOP wording, changed control steps, new exception rules) and provide structured feedback on practicality and effectiveness. Lead operational issue management across O2C towers (e.g. large unapplied balances, dispute backlog, credit hold issues, system defects, data quality problems), coordinating with Tech, LOC Finance, Customer Services, Treasury, Close and Control (C&C) and other stakeholders to ensure timely resolution. Use data and analytics to identify recurrent process, system and data issues impacting cash flow, customer experience and risk; perform root cause analysis and implement short- and medium-term remediation actions within operations, supporting GPO-led. Act as primary operations contact for assigned markets/region with LOC Finance, Customer Services, Treasury, Close and Control (C&C) and other stakeholders; provide proactive communication on service performance, risks, issues and agreed actions, and support internal/external audits and assurance activities. Ensure effective utilisation of SAP O2C solutions (including FSCM Disputes, Credit Management, Collections, Cash Application) in day-to-day operations, support testing and readiness activities for new functionalities/releases in cooperation with Tech, GPO and super users. Contribute to maintenance and execution of O2C Business Continuity Plans for assigned markets/towers (e.g. staffing, prioritisation rules, manual workarounds) and escalate material risks or emerging issues to O2C Operations Performance Manager, GPO and FRMC with proposed mitigation plans. Basic Qualifications: 15+ years strong experience in end-to-end O2C operations, with practical exposure to Credit Management, Collections, Disputes and Cash Application in a shared service / hub or LOC environment. Hands-on experience as an SAP O2C user (ideally including FSCM Disputes, Credit Management, Collections and Cash Application modules, and core SD/FI integration) in regional or global operations. Demonstrated experience in leading front-line operational teams and/or project teams, including setting objectives, managing workload, and driving performance against KPIs and SLAs. Proven track record of meeting and improving operational KPIs (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness) through data-driven analysis and interventions. Experience operating within SOP/LSOP and internal control frameworks (e.g. ICFW), including Management Monitoring, control execution and maintenance of documentation/evidence for audits and assurance. Experience of working with internal and external stakeholders (e.g. LOC Finance, Customer Services, Treasury, Close & Control (C&C), Tech, external partners/service providers) in a multicultural and remote team environment. Experience in Continuous Improvement and process optimisation (e.g. Lean/Six Sigma concepts, automation/digitalisation initiatives) applied to finance operations. Experience supporting ERP/SAP/S4Hana deployments or enhancements (e.g. testing) led by GPO Skills Requirements: Degree level or equivalent in Finance, Business, Economics or related discipline (or relevant experience in O2C / finance operations). Strong analytical skills with the ability to interpret O2C operational and financial data, identify trends and root causes, and translate insights into concrete actions. Excellent communication skills, able to simplify complex operational topics and present clear messages and recommendations to senior stakeholders. Strong stakeholder management and relationship-building skills, including ability to influence and collaborate across hubs, LOCs and functions. Ability to manage multiple markets/region and competing priorities in a dynamic environment, maintaining focus on service stability, cash flow and risk. Benefits: · Career at one of the leading global healthcare companies · Company Car or Car Allowance · Long-Term incentives · Contract of employment · Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefits · Life insurance and pension plan · Private medical package with additional preventive healthcare services for employees and their eligible · Sports cards (Multisport) · Possibilities of development within the role and company’s structure · Personalized learning approach · Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities) · Supportive community and integration events · Modern office with creative rooms, fresh fruits everyday · Free car and bike parking, locker rooms and showers #LI-GSK G6 Skills Cyber Risks, Digital Fluency, Driving Continuous Improvement, Enterprise Thinking, Operational Governance, Problem Solving, Services Management, Stakeholder Management Polish Salary Range / Polski przedział wynagrodzenia: PLN 258,000 to PLN 430,000The annual gross base salary range for new hires in this position is listed above for each applicable location. These ranges take into account a number of factors including the candidate’s skills, experience, education level and the market rate for the role. In addition, this position may offer an annual bonus and eligibility to participate in our share based long term incentive program which is dependent on the level of the role. More detailed information on the total benefits package will be supplied during the recruitment process. This role is available for applicants from multiple locations, and therefore salary ranges for certain locations are also shown. Salary ranges for other locations are shown because some markets have pay transparency laws that require salary information on job postings, and those locations are potential job sites for this role. If salary ranges are not displayed in the job posting for a speci