Delivery Operations Associate Manager - Order to Cash

Delivery Operations Associate Manager

Skill required: Order to Cash - Account Reconciliations
Designation: Delivery Operations Associate Manager
Qualifications:BCom/Master of Business Administration
Years of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • Oversee day to day Order to Cash (O2C) operations within a Shared Services environment, ensuring stable, accurate, and timely service delivery. • Lead O2C teams handling billing, collections, dispute management, cash application, and customer account activities. • Ensure high quality outputs, effective cash collection, and adherence to SLAs, policies, and internal control requirements. • Embed quality checks and review mechanisms across O2C processes to reduce errors, rework, and customer issues. • Manage operational performance, including workload prioritisation, backlog management, and resolution of delivery risks. • Act as a key operational escalation point for complex customer, billing, dispute, or overdue balance issues. • Partner closely with internal stakeholders (Sales, Finance, Credit, Customer Service) to drive cash flow and customer outcomes. • Provide people leadership to senior analysts and analysts through coaching, performance management, and capability development. • Support continuous improvement and standardization initiatives to enhance efficiency, controls, and customer experience. • Report into the O2C Manager, providing operational insights, risks, and performance trends to support decision making • Exposure to automation, RPA, analytics, or AI enabled finance solutions (e.g., automated Billing & Invoicing, AR aging reports, AI driven collections prioritization and dashboards) will be a strong advantage. A type of general ledger account which contains a summary of sub-ledger accounts. Because the reconciliation account only provides a summary, no transactions are directly posted to the account.
What are we looking for? Experience & Education • 10–14 years of experience in Order to Cash (OTC) within the Finance & Accounting function. • Experience in a BPO / shared services environment retail / co-operative industry is an added advantage. • Bachelor’s degree in finance / accounting or MBA (Finance). •Systems & Applications • Experience working on SAP HANA and other relevant finance systems is preferred and considered an added advantage. • Strong working knowledge of MS Excel and MS Word. • Advanced Excel skills (e.g., complex formulas, data analysis, pivot tables) will be an added advantage. Communication & Interpersonal Skills • Ability to interact effectively with customers and client SMEs for daily operational and governance activities. • Excellent verbal and written communication skills, enabling effective interaction with clients and internal stakeholders via calls and emails. • Ability to work closely with team leads and stakeholders to drive process and organizational initiatives. • Capable of communicating clearly and professionally with client reconciliation SMEs and third-party teams, and of raising timely, accurate, and well-articulated queries.
Roles and Responsibilities: •• Oversee end to end Order to Cash operations, including billing, credit notes, AR management, collections, dispute/deduction handling, and cash application (where in scope). • Ensure accurate, timely, and SLA compliant delivery of O2C services in line with policies and internal controls. • Act as the primary escalation point for complex customer issues, disputes, and overdue balances. • Manage operational stability, including workload prioritization, backlog control, and risk mitigation. • Perform and oversee quality checks across billing, collections, disputes, AR ageing, and reporting outputs. • Identify recurring errors, root causes, and control gaps, and drive corrective and preventive actions to reduce rework and complaints. • Support collections and cash flow performance, monitoring DSO, high risk accounts, and promise to pay adherence. • Lead and develop O2C Senior Analysts and Analysts, ensuring capacity planning, coaching, and performance management. • Ensure controls, compliance, and audit readiness, including documentation, SOX adherence, and audit query support. • Drive continuous improvement and transformation, supporting standardization, automation, system enhancements, and UAT/change adoption.