Role: Tower Lead Order to Cash (OTC)

Skill: Finance and Accounts

Experience: 10-15 Years

Location: TCS Kolkata

Shift: Aus/NZ

Education:

- Minimum 15 years of regular, full-time education (10 + 2 + 3)
- Non-technical graduation and/or masters in finance & accounts stream - B.Com, M.Com or CA Complete preferred
- Bachelor's/Master's in Finance & Accounting or equivalent with ERP certification / proficient

Must Have Skills:

- Lean Six Sigma certified or formally trained (Black Belt preferred)
- Finance and Accounting domain experience
- Proven track record of leading and/or mentoring multiple Lean Six Sigma improvement projects

Positive-to-Have Skills:

- Continuous Improvement / Lean & Six Sigma
- Stakeholders Coordination
- ERP Exposure (Blackline)

Role Purpose:

This role leads and directs the works of others and overall processes and reviews deliverables. This role requires several years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures - relies on extensive experience and judgment to plan and accomplish goals.

Key Accountabilities:

- Ownership of the Tower
- Act as the end-to-end owner of a specific service tower (e.g., Infrastructure, Applications, Network).
- Ensure overall performance, delivery, and stability of services within the tower.
- Define strategy, roadmap, and improvements for the domain.

2. Service Delivery Management

- Ensure consistent and high-quality service delivery aligned with SLAs/OLAs.
- Monitor:
- Availability
- Performance
- Incident resolution
- Drive service excellence and customer satisfaction.
- Team Leadership & Management
- Lead and manage teams.
- Assign work, track performance, and develop talent.
- Foster collaboration across towers and teams.
- Incident, Problem & Change Management
- Oversee:

o Major incident resolution o Root cause analysis (RCA)
- Problem management initiatives
- Approve and govern changes within the tower.




- Ensure minimal business impact during outages.
- Stakeholder Management
- Act as the primary point of contact for stakeholders (clients, business units, leadership).
- Conduct:

o Business reviews o Performance reporting
- Manage expectations and communicate risks/issues proactively.
- Continuous Improvement & Innovation
- Identify opportunities for:

o Automation o Cost optimization o Process improvements
- Drive adoption of New tools/technologies
- Governance & Compliance
- Ensure compliance with:

o Organizational policies o Security standards o Regulatory requirements
- Maintain audit readiness and documentation.
- Financial & Resource Management
- Manage:

o Budget and costs for the tower o Resource allocation and utilization
- Optimize cost vs performance.
- Risk & Issue Management
- Identify risks and dependencies.
- Implement mitigation strategies.
- Escalate critical risks to leadership when needed.
- Collaboration Across Towers
- Work with other Tower Leaders to ensure:

o End-to-end service integration o Seamless cross-domain operations o Resolve interdependencies and conflicts

Technical Capabilities / Skills:

Systems:

- Expert knowledge of SAP or JD Edwards and Blackline
- Proficient in the following systems: MS Office Word, Excel, and PowerPoint

Soft skills:

- Shows genuine empathy to customers experiencing connection difficulties.
- Able to communicate effectively across a group with diverse backgrounds.
- High energy, self-motivation with a high degree of accountability

Analytical skills:

- High analytical skills with Lean Six Sigma certification

Organisational skills:

- Time management
- Documentation and knowledge sharing.
- High level written communication skills to interact with key stakeholders

Business acumen:

OTC Experience of 10-15 Years in OTC including leadership, people management, process and transition experience of 7+ years

Other Requirements:

- Should possess positive attitude to support the business.
- 5 days’ work from office is mandatory including one weekend during Month-end Close cycle

📌 Tower Lead Order to Cash (OTC) (Kolkata)
🏢 Tata Consultancy Services
📍 Kolkata