Global Delivery Leader - Order to Cash (OTC)

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. 

The Global Delivery Leader - Order to Cash (OTC), is responsible for overseeing and optimizing the end-to-end OTC processes across multiple regions. This role ensures efficient and effective service delivery especially in terms of driving DSO reduction in partnership with Sales, Sales Operations and the Cash Leadership Control Tower (CLCT); driving process improvements, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in OTC concepts and execution, excellent leadership skills, and a proven track record of managing global teams.

Responsibilities

Leadership & Management:

• Lead and manage a global team of OTC professionals, ensuring alignment with organizational goals and objectives around DSO reduction and Working Capital.
• Foster a culture of continuous improvement, collaboration, and high performance.
• Lead and Partner with the OTC Global Process Owner (GPO) to drive Standardization within and across regions, as well as the Transformation agenda. 
• Excellent at cross-functional collaboration, proficient in influencing skills to partner with Sales, Sales Ops and CLCT in pursuit of driving OTC objectives. 
• Build an effective and efficient team across all the centers that has the necessary set of process knowledge and skills required to deliver excellence for the relevant OTC sub-process. 
• Ensure the continuous knowledge development of this team, offering equal opportunities in all centers based on a customer-centered principle.
• Provide mentorship and development opportunities for team members.

Process Improvements & Transformation:

• Oversee the end-to-end OTC processes, including both Order-to-Invoice and Invoice-to-Cash elements, in terms of order management, billing, collections, credit management, deductions and cash application.
• Foster a close collaboration with OTC GPO and assign appropriate resources to relevant OTC projects.
• Help identify and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Foster the establishment and running of a global community for sharing best practices, to be close to the respective markets and customer needs and to actively manage the demand related to the key enablers as well as process improvements and Automations. 
• Ensure compliance with global standards, policies, and regulations.

Service Delivery:

• Monitor and manage service delivery performance, ensuring SLAs and KPIs are met or exceeded.
• Oversee the establishment of monthly target to avail optimum DSO performance, take DSO process to Entitlement 
• Address and resolve any service delivery issues or escalations promptly
• Participate in strategic discussions with divisions, countries and other functions’ representatives, as the owner of the OTC team.
• Collaborate with cross-functional teams to ensure seamless service delivery and support.
• Ensure the team’s adherence to the defined standards and the established governance into the operational areas.
• Set and enforce appropriate group-wide process and system standards.

Stakeholder Management:

• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.
• Communicate effectively with stakeholders to provide updates, address concerns, and gather feedback.
• Represent the OTC function in global meetings and initiatives, own accountability, exhibit initiative and empower teams.  Reporting & Analysis:
• Develop and maintain comprehensive reports on OTC performance, including metrics, trends, and insights.
• Analyze data to identify areas for improvement and drive strategic decision-making to take DSO to entitlement.
• Present findings and recommendations to senior leadership.

Skills & Competencies:

• Bias for Action, Ownership and Speed – Go getter, hits the ground running.
• Healthy discomfort with the status quo, questions and changes existing norms
• Strategic thinking and prob