About the role
The Order to Cash Regional Service Delivery Lead will oversee the delivery of operational activities, services, customer management of the Order to Cash activities including stakeholder’s management as well as being part / managing performance of a team and overseeing a BPO provider.
Key Responsibilities
• Lead 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 Ops 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 Ops 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. current SAP O2C functionalities, updated SOP/LSOP wording, changed control steps,
📌 Senior Manager (Bengaluru)
🏢 GSK
📍 Bengaluru