Inizio
Director, OTC Operations
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Director, OTC Operations
Location: UK, Manchester, (Hybrid)
About Inizio
Inizio is a global partner to health and life sciences organisations, delivering specialist expertise across the product and patient journey. Through Global Finance Services (GFS), we provide high-quality, efficient and compliant finance operations that support business performance worldwide.
Role Overview
We are seeking a Director, OTC Operations to provide operational leadership and expert thought leadership across Collections and Billing within Global Finance Services (GFS). Reporting to the Head of Global OTC, you will lead the Collections and Billing supervisory teams, drive service quality, compliance and continuous improvement, oversee AI-assisted and automated operational tools, and ensure robust governance across the revenue cycle.
The role is based in Manchester with hybrid working arrangements in place. Working closely with the Global Revenue Controller, the Revenue Performance Lead and the OTC Governance and Compliance Lead, you will provide the operational expertise and insight that informs strategic direction and supports revenue integrity and financial reporting.
Here's what you'll be doing
Operating Model Leadership
- Provide expert thought leadership on Collections and Billing best practice, benchmarking GFS against industry standards and bringing well-formed recommendations to the Head of Global OTC.
- Identify and evaluate emerging tools, technologies and process innovations in Collections and Billing, translating these into actionable proposals for the Head of Global OTC's consideration.
- Drive standardisation and harmonisation of Collections and Billing processes across all divisions and legal entities, bringing proposals for change where operating model improvement is needed.
- Act as a credible senior voice on OTC operational risk, performance trends and optimisation opportunities, informing the Head of Global OTC's strategic direction.
- Ensure operational readiness for growth, acquisitions and new business onboarding, advising the Head of Global OTC on capacity and capability requirements.
Collections
- Own cash collection performance and DSO objectives across all Inizio legal entities, ensuring adherence to collection targets and escalation protocols.
- Oversee the AI-assisted external collections service, holding the provider to account for performance, data quality and control compliance.
- Govern the automated cash application bot, ensuring accuracy, exception management and audit readiness.
- Lead the Collections supervisory team, setting clear targets and driving continuous improvement in recovery rates and process efficiency.
- Own the collections risk framework, ensuring aged debt is appropriately monitored, escalated and reported to senior stakeholders.
- Act as senior escalation point for complex or disputed collection matters involving key clients or significant balances.
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Billing
- Hold full accountability for accurate and timely billing across all Inizio divisions, including Oracle, Maconomy and Certinia billing streams.
- Ensure billing processes are aligned with revenue recognition policies and that billing data is consistent with the general ledger.
- Lead the Billing supervisory teams, driving quality standards, SLA compliance and cross-divisional consistency.
- Own the upstream data governance framework for billing inputs, ensuring BU-level coding, contract data and billing instructions are received accurately and on time.
- Partner with the Global Revenue Controller to resolve billing-to-revenue discrepancies and ensure period-end billing completeness.
- Oversee billing system configuration, testing and change management activity across OTC platforms.
Governance, Controls & Compliance
- Ensure Collections and Billing operations comply with internal controls, SOX requirements and GFS governance standards.
- Partner with the OTC Governance and Compliance Lead to embed control frameworks, support CSA activity and maintain audit readiness across both process towers.
- Maintain robust SLA frameworks, performance dashboards and escalation protocols for all operational activity.
People Leadership
- Provide senior leadership to the Collections and Billing supervisory teams, setting a clear vision, high standards and a culture of accountability and continuous improvement.
- Develop team capability through coaching, performance management and succession planning.
- Build an engaged, high-performing operational function with the skills and resilience to scale with the business.
Stakeholder Partnering
- Partner with FP&A, divisional Finance leads and commercial teams to ensure billing accuracy and collection performance support broader financial objectives.
- Present operational performance insights to the Head of Global OTC and contribute to GFS leadership reporting.
What you'll bring
Qualifications & Experience
- Bachelor's degree or equivalent in Finance, Accounting, Business Administration or related discipline.
- Professional accountancy qualification (ACA, ACCA, CIMA or equivalent) preferred.
- Senior leadership of a Billing or Collections function within a global shared service centre (SSC) or GBS environment - essential.
- 10+ years' relevant experience including multi-entity, multi-currency OTC operations in a professional services or project-based organisation.
- Experience managing external service providers and AI-assisted or automated OTC tools.
- Experience with Oracle, Maconomy or Certinia billing platforms preferred.
- Experience with OTC transformation, process improvement and SOX compliance.
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Technical & Operational Expertise
- Deep understanding of OTC processes: billing, collections, cash application and revenue cycle controls.
- Experience governing automated and AI-assisted operational tools.
- Advanced analytical and reporting capability.
Problem Solving & Innovation
- Proven ability to identify and resolve systemic billing, collections and control issues.
- Track record of leading operational improvement and managing change in a complex environment.
- Ability to identify opportunities in emerging technology and translate them into practical recommendations for senior decision-makers.
Stakeholder Management & Communication
- Ability to influence senior stakeholders, vendors and auditors with confidence and credibility.
- Clear and structured communicator: able to present operational performance and risk at Finance leadership level.
Performance, Impact & Ways of Working
- Commercially focused leader who drives accountability, governance and continuous improvement.
- High attention to detail with a structured approach to risk management.
- Collaborative and self-directed, comfortable operating in a fast-paced, multi-division environment.
Why join us
You'll play a pivotal role in leading global OTC operations, providing the thought leadership that shapes Collections and Billing strategy, and delivering scalable, controlled services across Inizio. This is a high-visibility role with direct access to GFS and Finance leadership, and real scope to make a lasting impact on how we manage our revenue cycle.
Don't meet every job requirement? That's okay! Our company is dedicated to building an inclusive and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.
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