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Introduction
IBM Business Process Operations has been a part of the BPO industry for over 20 years. Today it partners with some of the largest corporations around the world to transform their business processes and become more efficient. What differentiates the organization is dedication to service quality and customer success. With Brand comes the impeccable trust that places way above others. Over the past years of delivering services, we have a strong understanding of the industry and have delivered the highest quality of service.

Your Role and Responsibilities
Our Globally Integrated BPO team provides offshore, nearshore and onshore solutions to Client delivery service requirements across industries and geographies. With various streams under F&A (Finance & Administration), we excel in Record to Report (R2R), Procure to Pay (P2P), and Order to Cash (O2C) along with Financial Planning and Analysis (FP&A), Recruitment Process Outsourcing (RPO) HR/learnings and Integrated Source to Pay Operations for our Clients Support sales team in building compelling business case for prospect clients to offshore business.

• This role is an O2C Manager position located in Winston Salem, North Carolina.
• Manage a team of collectors of approximately 20 staff.
• Work closely with Process Delivery leaders in identifying O2C improvement opportunities and implement the same across all processes.
• Lead efforts on continuous process improvements and transformation along with carrying out maturity assessments for O2C Collections.
• Handle relationships with customers at a senior level within the organization.
• Driving customer happiness and quality & encouraging improvements to business processes/ procedures
• Responsibility for handling information enquiries about process from customers / IBM personnel and business partners

Required Technical and Professional Expertise

• 10 years of experience in Finance domain and preferably in a BPO environment;
• At least 5 years of management experience;
• Experience working with senior leaders at clients;
• Experience Leading efforts on continuous process improvements;
• Experience with establishing processes, metrics identifications and reporting;

Preferred Technical and Professional Expertise

• Experience with Delivery, Management and Business Controls;
• Responsible for tracking and driving all O2C process parameters ‘critical to quality’ for effective delivery;
• Focus on implementation – essential for delivery and practice development as per SLAs/ SOW;