Order to Cash Director

Job description

about the role

The Order to Cash (OTC) Director is in charge of the End to End 'request to cash' area on his account(s).  He is either involved for the lifecycle of the contract (function type of assignment), but can also work on missions  to deliver improvements on an existing account or design a request to cash solution during the presales stage of a complex deal.

As such extensive experience of Orange processes and tools is required, in order to use the best of standard deliverables and design light customized solutions (processes, functions) when required.

1. Strategy Definition Management
•Definition and validation of the Order to Cash strategy & model for the Program according to the contractual, the customer, and the business requirements, and the overall program strategy, planning and budget.
•Ensure the compliance of the defined OTC strategy & model with standard OTC processes and best practices.

2. Strategy Execution Management
•Define OTC transformation plan according to the defined OTC strategy and Overall Program Transformation plan (planning, deliverables,...).
•Manage the execution of the plan to ensure compliance with the OTC strategy and Program Transformation plan.
•Ensure coordination and proper involvement / collaboration of the contributors within and outside the ABU to guaranty the timely implementation of the defined OTC solutions (IMO (Intermediate Mode of Operations)/FMO (Final Mode of Operations) according to the validated planning & strategy.
•Ensure end to end OTC processes (including service delivery) and interlocks are in place and applied

3. Operations Management
•Accountable for the overall Order to Cash operations from end to end (Ordering, delivery, Billing, Claims, Cash Collection, Support, Change Management, Revenue assurance, Catalogue Changes...) to achieve high levels of customer satisfaction.
•Definition and follow-up of the execution of corrective actions to recover form low performance (quality, lead time,...)
•Coordinate end to end service delivery interlocks
•Accountable for the accuracy of commercial inventory used for billing
•Accountable for the overall accuracy of the bills
•Escalation level for resolution of high impact reclamations and the accordance of billing credits

4. Performance Management
•Report internal KPIs to monitor OTC activities and quality
•Define additional KPIs (when applicable)
•Report and monitor on contractual OTC SLAs
•Monitor financial performance and profitability of the OTC activity
•Manage continuous improvement to the OTC activities

5. Communication Management
•Implement a communication strategy to inform all stakeholders and provide regular reports. Manage internal and customer stakeholder expectations

6. Risk Management
•Proactively and consistently manage financial and operational risk at the program level.

7. Commercial & Contractual
•Contribute in bids/extensions preparations to ensure OTC awareness and compliance of commitments being made and contribute as necessary to align terms and conditions with program requirements.
•Accountable for the compliance of the OTC deliverables with contract obligations

8. Resource Management
•Forecast and maintain a staffing plan
•Actively promote team effectiveness, morale and productivity
•Ensure the OTC team owns the objectives of the program
•Recommend skill development of resources for business evolution (induction, training, turnover, objective settings, etc) with relevant line managers (when applicable)
•The Order to Cash team may be composed by Project Manager(s), Consultant(s), Analyst (s), OTC Operations Manager(s), Customer Order Manager(s) and Cost and Revenue Assurance Manager. The Order to Cash Director has authority and control over the program resources as well as visibility of all financial, contractual, strategic and risk related information concerning the program

9. Knowledge Management
•Ensuring the OTC team contributes to knowledge management repository and improvements to Best Practices related to complex projects
•Contribute to the growth of Intellectual Capital Process by ensuring quality documentation (accurate) is published and maintained in the relevant repositories

about you

Business degree, or equivalent relevant experience.
Basic financial background required
Fluent in English (other foreign languages is a plus)
Project Management Certification (PMI) is a plus
ITIL Certification is a plus
Minimum of 7 years experience in global IT/telecommunications OTC activities management, including minimum 3 years in international environment (if applicable).
Experience in integration and outsourcing, preferably in telecommunications environment
Minimum of 3 years experience in customer facing roles
Good experience and proficiency at optimizing processes and organizations
Working in an international environment.

additional information

The Order to Cash Director is a senior role required for especially large and complex programs. It requires a broad scope of authority and visibility.

Key relationships will be with senior management to board level both at Orange and with the customer.

department

Sales & Marketing Europe

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular