Role Overview:
The End-to-End Process Owner for Order-to-Cash (O2C) is responsible for designing, governing, and continuously improving the full O2C process across the organization and technologies.
O2C following sub-processes:
1. Customer Order Management Capture customer orders (e.g., mobile plans, broadband services) Validate customer data and credit checks Configure products and services (bundles, promotions)
2. Order Fulfillment & Service Provisioning Provisioning of network services (SIM activation, internet setup) Coordination with technical teams or third-party vendors Order tracking and status updates
3. Contract Management Creation and management of service contracts Handling renewals, upgrades, and terminations SLA (Service Level Agreement) tracking
4. Billing & Invoicing Usage-based billing (voice, data, roaming) Subscription billing (monthly plans) One-time charges (installation fees, device purchases) Invoice generation and delivery
5. Revenue Recognition Allocation of revenue based on service delivery Compliance with IFRS 15 or local accounting standards
6. Accounts Receivable Payment processing (direct debit, credit card, online) Dunning and collections Dispute and adjustment handling
7. Customer Care & Dispute Management Handling billing inquiries and complaints Service changes and cancellations Refunds and credits
8. Reporting & Analytics Revenue and margin analysis Customer churn and retention metrics Order cycle time and fulfillment KPIs
This role plays a pivotal part in SAP implementation and transformation projects, ensuring that business requirements are accurately reflected in system design and that the process delivers value across Sales, Finance, Collection and Logistics.
Key Responsibilities:
1. Process Design & Ownership Define and maintain the global O2C process aligned with SAP best practices Ensure harmonization and standardization of O2C processes across business units. Own the process documentation, including process maps, controls, and KPIs.
2. Innovation & Continuous Improvement Identify opportunities for automation (e.g., e-invoicing, payment matching), digitization, and process simplification. Monitor SAP innovations (e.g., predictive analytics, AI-driven credit scoring) and assess applicability. Drive pilot initiatives and proof-of-concepts to test new technologies or process enhancements.
3. Functional Design Board Participation Represent the O2C domain in the Functional Design Board. Review and approve functional design proposals, ensuring alignment with business goals and compliance requirements. Collaborate with IT and SAP consultants to validate feasibility and scalability of proposed solutions. Consolidate & prioritize requirements in the backlog
4. Cross-Functional Collaboration Act as the key liaison between Finance (Accounts Receivable, Treasury), Sales, Customer Service, Logistics and IT. Facilitate workshops to gather business requirements and translate them into system functionalities. Ensure integration of O2C with upstream (e.g., CRM, order entry) and downstream (e.g., cash application, reporting) processes.
5. Change Management Lead change impact assessments for O2C-related changes. Support communication and training efforts to ensure successful adoption of new processes and tools. Act as a change champion, promoting process discipline and SAP system usage.
6. Data Management Ensure data quality, consistency, and governance across O2C master and transactional data (e.g., customer master, SO data, billing records). Collaborate with data management teams to define data standards and cleansing strategies. Support data migration and validation activities during SAP implementation.
7. Governance & Compliance Ensure O2C processes comply with internal controls, audit requirements, and external regulations (e.g., VAT, SOX). Define and monitor KPIs such as DSO (Days Sales Outstanding), billing accuracy, and order fulfillment cycle time. Support internal and external audits with process documentation and evidence. Required
Skills & Experience:
7+ years of experience in O2C process management, preferably in a multinational environment. Strong expertise in SAP (S/4HANA preferred), including SD, FI-AR, and integration points. Experience in large-scale ERP implementations or finance transformation programs.
Excellent stakeholder management and communication skills. Key interactions: Stakeholder Role Finance (AR, Treasury) Ensure accurate billing, collections, and cash application IT / SAP Team Collaborate on system design, testing, and issue resolution
Job Type: Temporary contract
Contract length: 12 months
Pay: €40,00 - €60,00 per hour
Expected hours: 40 per week
Work Location: In person