Director, Order to Cash and Credit Operations

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Your role at Clorox:

The Director of Order to Cash and Credit (OTC&C) Operations is responsible for delivering operational excellence in the end-to-end process of order management, from the time an order is received until the cash is applied, including billing, credit, deductions and collections processes. Clorox’s OTC&C process is managed through a managed service partner (MSP) with this position responsible for the end-to-end process business outcomes and performance, including managing the relationship with the MSP to ensure that they deliver services in line with contractual performance metrics and standards. This position plays a critical role in the Enterprise operations and in the delivery of key performance metrics, contract adherence, process compliance, overall service management, escalation resolution and the change order process. He/she will partner with key stakeholders across multi functions to drive operational service excellence, with a clear understanding of customer needs, monitoring process health and driving business outcomes with a continuous improvement mindset.

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In this role, you will:

Service Delivery

• Oversee the entire OTC&C processes, including order management, billing, credit, deductions, cash application and collections, ensuring compliance with company policies and procedures. Current financial ownership of ~85% of the Company’s revenue.
• Manage the relationship with the MSP to ensure they meet or exceed service level agreements (SLAs), including critical performance indicators (CPIs) and key performance indicators (KPIs).
• Own the monitoring of key performance metrics, process performance and adherence, including assessing process health and performance and identify, execute and monitor robust action plans if below expectations.
• Manage delivery of an operating budget of > $6B in Revenue, and of targeted business outcomes related to managing $500M in Receivables and ~$1B in annual Deductions.
• Own and improve the underlying process control framework to ensure and deliver high quality earnings and accurate estimates related to underlying credit and revenue loss reserves.
• Monitor the credit management process, including customer credit checks, credit limits, and credit holds, to minimize financial risk.
• Drive the collections strategy to reduce days sales outstanding (DSO) and maintain a healthy cash flow.
• Drive the deductions strategy to improve business outcomes, reduce revenue leakage and minimize financial impact.
• Be a trusted business advisor internally on overall OTC&C process and build competency in managing MSP arrangements including building daily operating rhythms for monitoring performance, and business outcomes.
• Ensure a robust process for monitoring and performing quality audits of the overall end to end process including monitoring approach, frequency, reporting, criteria that is performed by our internal resources as well as our MSP quality audits.
• Main contact with MSP Delivery Lead, proactively develop effective relationships, ensuring quick resolution of escalations with identification of action plans and ownership clarity.
• Collaborate with internal stakeholders, such as finance and sales, to set annual credit policy, reserve policies and any other key policies impacting the OTC&C area.
• Implement continuous improvement initiatives to enhance process efficiency, effectiveness, and customer satisfaction and ensure a robust change management plan across key stakeholders and impacted teams.
• Owner of the business continuity plan with regular updates to mitigate risks. Perform tests as needed to ensure robust plans to address different scenarios.
• Ensure SOPs are updated regularly, are complete and accurate and reflect current processes.

Contractual Performance and Oversight

• Evaluate and manage the contractual performance of the Managed Service partner (MSP), including regular performance reviews and adherence to governance process. 
• Oversee all aspects of contract adherence including all aspects of SOW and MOSA and minimize change orders. Owner of ensuring the business case and annual admin budget are met. Support the VMO requirements.
• Quick resolution of escalations with robust action plans and root ca