Job Summary

The Capability Manager, Lead to Cash / Order to Cash (L2C / O2C) will build and scale domain capability across end-to-end O2C processes. The role connects strategy with execution through role-skill-proficiency frameworks, learning journeys, process standards, solution assets, performance benchmarks and transformation enablers to improve market positioning, solution quality, profitability, employee capability, and future-ready delivery.

15+ years of relevant experience

M. Com, MBA (Finance) or equivalent. Skilled qualification is preferable

Key Responsibilities

1. Practice & Capability Development

- Develop and maintain O2C capability assets, frameworks, playbooks, process standards and knowledge repositories.
- Track market trends, emerging skills, automation technologies, and industry best practices across L2C / O2C.
- Define domain skills, proficiency levels, role expectations, certification paths and validation mechanisms.
- Create Lead to Cash playbooks, golden process maps, maturity benchmarks and role-skill profiles; Own and maintain skill inventory.

2. Learning, Certification, and Talent Pool Readiness

- Design proficiency-based learning programs, training content and certification pathways.
- Partner with L&D;, SMEs and external providers to deliver O2C domain training programs
- Build a ready internal talent pool for future Lead to Cash demand, transition and delivery roles.
- Enable mentoring, coaching, knowledge-sharing forums and SME communities.

3. Transformation and Consulting

- Identify cost optimization, productivity, margin improvement and standardization opportunities.
- Lead process assessments, maturity evaluations and transformation roadmap development.
- Drive improvement using Lean, Six Sigma, RPA, AI, OCR, workflow, analytics and process mining levers.

4. Solutioning and Business Development

- Support RFPs, RFIs, client proposals,



due diligence and solution presentation.
- Design target operating models, solution frameworks, methodologies and reusable assets.
- Develop staffing, sizing, pricing and productivity models for O2C processes.
- Participate in client workshops and articulate HCLTech capability, benchmarks, and differentiators.

5. Delivery Enablement and Collaboration with Delivery Units

- Partner with Delivery Managers to identify capability gaps and improvement opportunities.
- Support transition and stabilization with domain inputs, scope validation, activity mapping and process design.
- Conduct process audits, benchmark delivery performance and recommend improvement actions.

6. Performance Standards, Quality and Risk

- Define and implement KPI frameworks, performance standards, quality criteria and proficiency-linked scorecards.
- Partner with Quality, Service Assurance, Risk and Delivery teams to create quality frameworks, controls and governance guidelines.

Skill Requirements

- Strong end-to-end knowledge of Lead to Cash / Order to Cash, including billing, credit, collections, cash application, deductions, disputes, AR reporting and customer account management.
- 15+ years of F&A; BPO, Shared Services or GBS experience with strong O2C domain exposure.
- Hands on experience as Domain Process Lead, Solution Lead, Capability Manager or Transformation Lead.
- Experience in process transformation, continuous improvement, standardization, benchmarking and operating model design.
- Knowledge of Lean, Six Sigma and process excellence methodologies.
- Exposure to widely used ERPS like SAP S/4HANA, Oracle Fusion Cloud ERP
- Familiarity with UiPath, Automation Anywhere, Microsoft Power Automate, OCR, AI, workflow and analytics solutions.
- Strong analytical, presentation, stakeholder management, structured problem-solving and consulting skills.

Must Have Skill

LTC- All

Good to Have Skill

Other Requirements

📌 Senior Capability Manager(DPO) (India)
🏢 HCLTech
📍 India