Order to Cash Group Manager - Operations

OTC- Group Manager - Ops- REF90082Z- 10-15 years exp- Night Shifts- Vikhroli- BCOM- Accounts Receivable

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Process & Operations:

Oversee end-to-end OTC processes:

Should be okay to work in Night Shifts

10-15 years experience in OTC domain with 4-5 years of team handling experience

 

Job Description:

• Order Management, Billing/Invoicing, Cash Application, Collections, Dispute Management, and Reporting.
• Ensure SLA, KPI, and productivity targets are consistently met or exceeded.Monitor AR ageing, DSO, bad debt, and overdue balances; drive actions to improve cash flow.
• Ensure compliance with client policies, SOX controls, and audit requirements.Team Management
• Lead and manage multiple teams / towers within OTC operations.Handle workforce planning, capacity management, and shift coverage.
• Coach, mentor, and develop team leads and associates; conduct performance reviews.
• Drive employee engagement, attrition control, and succession planning.Client & Stakeholder ManagementAct as the primary point of contact for client stakeholders.
• Lead governance calls, service reviews, and performance discussions.Manage escalations proactively and ensure timely resolution.
• Support client transitions, migrations, and scope expansions.Transition & Process Excellence
• Support new client transitions and stabilization phases.Identify process gaps and implement standardization and best practices.Drive continuous improvement initiatives (Lean, Six Sigma, automation).Partner with IT and transformation teams for system and tool enhancements.
• Reporting & GovernanceReview and present weekly/monthly operational dashboards and MIS.Track risks, issues, and action plans; ensure closure within timelines.Ensure data accuracy and transparency in reporting to clients and leadership.Required Skills
•  Qualifications: Education- Bachelor’s degree in Commerce, Finance, Accounting, or equivalent.MBA / CA-Inter / ICWA-Inter preferred.
• Experience10–15 years of experience in OTC / AR operations in a BPO or shared services environment.
• Minimum 3–5 years of experience in a people management / group manager role.
• Strong exposure to client handling and global stakeholders (US/EMEA/APAC).
• Technical & Functional SkillsStrong knowledge of OTC processes and accounting concepts.Hands-on experience with ERP systems (SAP, Oracle, NetSuite, etc.).
• Strong understanding of SLAs, KPIs, DSO, AR ageing, and SOX controls.Soft SkillsExcellent communication and stakeholder management skills.Strong leadership, decision-making, and problem-solving abilities.
• Ability to work in a fast-paced, client-driven BPO environment.Key Performance Indicators (KPIs)SLA & KPI adherenceDSO and AR ageing improvement
• Cash collection efficiencyQuality and audit complianceClient satisfaction (CSAT)Attrition and team engagement metrics

Qualifications

Commerce Graduate

Experience Level

Senior Level