Senior Manager - Order to Cash Service Delivery Lead APAC

About the role
The Order to Cash Regional Service Delivery Lead will oversee the delivery of operational activities, services, customer management of the Order to Cash activities including stakeholder’s management as well as being part / managing performance of a team and overseeing a BPO provider.

Key Responsibilities

• Lead the day-to-day delivery and performance of the end-to-end Order to Cash (O2C) operations for assigned region/markets, covering Credit Management, Collections, Disputes and Cash Application, within agreed global standards, SOPs/LSOPs, SLAs and Business Continuity Plans (BCPs).

• Ensure a stable level of service and delivery of operational KPIs (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness, productivity, control adherence) by leading hub teams / GSK Ops centres, partnering with LOC Finance and implementing process, system and control changes defined by the O2C Global Process Owner (GPO) and Financial Risk & Controls Management (FRMC).

• Monitor and drive performance against agreed operational KPIs and metrics (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness, productivity, control adherence) and implement corrective and preventive actions as needed.

• Lead, coach and develop the O2C operations team / GSK Ops centres, ensuring clear objectives, effective workload management, appropriate skills and backup coverage, and promoting a culture of accountability, continuous improvement, collaboration and wellbeing.

• Ensure strict adherence to O2C GSOPs, LSOPs, global standards and internal control frameworks in daily operations, including timely completion of Management Monitoring, control execution and documentation/evidence in line with ICFW and audit requirements.

• Operationalise and embed process, system and control changes defined and owned by O2C GPO and FRMC (e.g. new SAP O2C functionalities, updated SOP/LSOP wording, changed control steps, new exception rules) and provide structured feedback on practicality and effectiveness.

• Lead operational issue management across O2C towers (e.g. large unapplied balances, dispute backlog, credit hold issues, system defects, data quality problems), coordinating with Tech, LOC Finance, Customer Services, Treasury, Close and Control (C&C) and other stakeholders to ensure timely resolution.

• Use data and analytics to identify recurrent process, system and data issues impacting cash flow, customer experience and risk; perform root cause analysis and implement short- and medium-term remediation actions within operations, supporting GPO-led.

• Act as primary operations contact for assigned markets/region with LOC Finance, Customer Services, Treasury, Close and Control (C&C) and other stakeholders; provide proactive communication on service performance, risks, issues and agreed actions, and support internal/external audits and assurance activities.

• Ensure effective utilisation of SAP O2C solutions (including FSCM Disputes, Credit Management, Collections, Cash Application) in day-to-day operations, support testing and readiness activities for new functionalities/releases in cooperation with Tech, GPO and super users.

• Contribute to maintenance and execution of O2C Business Continuity Plans for assigned markets/towers (e.g. staffing, prioritisation rules, manual workarounds) and escalate material risks or emerging issues to O2C Operations Performance Manager, GPO and FRMC with proposed mitigation plans.

 

Job Requirements:

• 10 - 15 years of experience in end-to-end O2C operations, with practical exposure to Credit Management, Collections, Disputes and Cash Application in a shared service / hub or LOC environment.
• Hands-on experience as an SAP O2C user (ideally including FSCM Disputes, Credit Management, Collections and Cash Application modules, and core SD/FI integration) in regional or global operations.
• Demonstrated experience in leading front-line operational teams and/or project teams, including setting objectives, managing workload, and driving performance against KPIs and SLAs.
• Proven track record of meeting and improving operational KPIs (e.g. past-due %, dispute resolution, cash application timeliness, credit management effectiveness) through data-driven analysis and interventions.
• Experience operating within SOP/LSOP and internal control frameworks (e.g. ICFW), including Management Monitoring, control execution and maintenance of documentation/evidence for audits and assurance.
  • Experience of working with internal and external stakeholders (e.g. LOC Finance, Customer Services, Treasury, Close & Control (C&C), Tech, external partners/service providers) in a multicultural and remote team environment.
  • Experience in continuous improvement and process optimisation (e.g. Lean/Six Sigma concepts, automation/digitalisation initiatives) applied to finance operations.
  • Experience supporting ERP/SAP/S4Hana deployments or enhancements (e.g. testing) led by GPO.

Skills Requirements:

• • Degree level or equivalent in Finance, Business, Economics or related discipline (or relevant experience in O2C / finance operations).
  • Strong analytical skills with the ability to interpret O2C operational and financial data, identify trends and root causes, and translate insights into concrete actions.
  • Excellent communication skills, able to simplify complex operational topics and present clear messages and recommendations to senior stakeholders.
  • Strong stakeholder management and relationship-building skills, including ability to influence and collaborate across hubs, LOCs and functions.
  • Ability to manage multiple markets/region and competing priorities in a dynamic environment, maintaining focus on service stability, cash flow and risk.
  • Continuous improvement mindset, resilience and adaptability to change, with high motivation and engagement.
  • Demonstrated ability to work in multicultural settings and remote teams, role-modelling GSK values and expectations, including inclusion, diversity, equity and wellbeing.

Skills

Cash Management, Credit Risk Analysis, Cyber Risks, Data Analytics, Design Thinking, Digital Fluency, Driving Continuous Improvement, Enterprise Thinking, Problem Solving

 

 

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.

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