JSS
Senior O2C Manager
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Job Purpose
The Order to Cash Specialist will lead a focused 6-month transformation project to improve performance across all workstreams and departments involved in the Order to Cash process. The role will project manage cross-functional activity from customer onboarding and billing through to cash collection, dispute resolution, query management, and reporting. Working closely with Finance, IT, Operations, Sales, Customer Services, and senior stakeholders, the post holder will identify root causes of process inefficiency, recommend practical improvements, and support the implementation of agreed changes. The objective is to use proven OTC transformation experience to deliver measurable improvements in cash conversion, aged debt, process control, and net working capital.
Key Duties
Order to Cash Transformation Delivery
- Lead the end-to-end Order to Cash improvement programme across all relevant workstreams, functions, and departments.
- Create and manage a clear project plan, including priorities, owners, milestones, dependencies, risks, and benefits tracking.
- Assess current OTC performance, identify root causes of delay, leakage, rework, and poor cash conversion, and translate findings into practical improvement actions.
- Drive delivery momentum through regular workstream meetings, action tracking, stakeholder follow-up, and clear reporting to senior leadership.
Process Improvement & Implementation
- Map and review key OTC processes, including customer set-up, credit control, billing, collections, cash allocation, dispute management, and reporting.
- Recommend process, control, data, and system changes that improve speed, accuracy, accountability, and cash outcomes.
- Support the implementation of agreed changes, ensuring new ways of working are documented, communicated, and embedded.
- Challenge existing practices constructively and bring external best practice from similar OTC, finance transformation, or working capital improvement roles.
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Net Working Capital & Performance Improvement
- Develop and track improvement measures such as aged debt, overdue debt, billing accuracy, dispute volume, cash allocation timeliness, DSO, and cash collection performance.
- Identify opportunities to accelerate cash receipts, reduce avoidable debt, improve right-first-time billing, and strengthen ownership of outstanding issues.
- Prepare concise updates for senior stakeholders, highlighting progress, risks, blockers, decisions required, and financial impact.
- Ensure improvements make a tangible contribution to the business’s net working capital position.
Cross-Functional Stakeholder Management
- Work collaboratively with Finance, IT, Operations, Sales, Customer Services, and other relevant teams involved in the OTC process.
- Build effective relationships across departments to secure engagement, remove blockers, and maintain accountability for agreed actions.
- Facilitate workshops and working sessions to agree process changes, clarify ownership, and align teams behind delivery priorities.
Controls, Data & Governance
- Review controls, reporting, and data quality across the OTC cycle, identifying gaps that create delays, disputes, or poor visibility.
- Improve documentation of key processes, roles and responsibilities, escalation routes, and management information.
- Use data analysis to quantify issues, prioritise action, and evidence improvement in process performance and working capital metrics.
- Support the handover of improvements to business owners before the end of the contract period, ensuring sustainable benefits.
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This is not an exhaustive list, and the job holder will be expected to become involved in a range of activities to enable the Company to succeed.
Experience
Essential:
- Proven experience in Order to Cash, finance transformation, credit control, working capital improvement, or a similar process improvement role.
- Demonstrable experience project managing cross-functional workstreams from diagnosis through to implementation and benefits tracking.
- Strong understanding of the end-to-end OTC cycle, including billing, collections, dispute management, cash allocation, customer master data, credit processes, and reporting.
- Experience identifying process inefficiencies, recommending practical improvements, and embedding change across multiple teams.
- Track record of improving cash collection, aged debt, DSO, process controls, or wider net working capital performance.
- Comfortable operating as a hands-on contractor with limited supervision and a clear delivery focus over a fixed-term period.
Desirable:
- Experience working in a multi-site or service-based business environment.
- Experience using or improving ERP, billing, CRM, credit control, or collections systems.
- Previous interim, contract, or consulting experience in finance transformation or operational improvement.
Attitudes
Essential:
- Commercially focused, delivery-driven, and motivated by measurable improvement in working capital performance.
- Confident challenging established ways of working constructively and bringing teams with them through change.
- Highly organised, pragmatic, and comfortable working at pace in a fixed-term transformation role.
- Collaborative and credible with stakeholders at all levels, including senior leaders and operational teams.
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