Order to Cash Operations Associate
Designation: Order to Cash Operations Associate
Qualifications:BCom
Years of Experience:1 to 3 years
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What would you do? •The Order to Cash (OTC) Analyst is responsible for delivering high quality end to end OTC services within a Shared Services environment, with a strong focus on accurate billing, timely cash collection, dispute resolution, and customer account management. The role ensures efficient cash conversion, adherence to credit policy, and compliance with internal controls while maintaining excellent customer and stakeholder relationships. The OTC Analyst partners with Sales, Customer Service, Finance Business Partners, and external customers to reduce aged debt, improve cash flow, and enhance the overall customer experience. Behavioral • Confident communicator with strong negotiation and influencing skills. • Customer centric and resilient; able to manage challenging conversations professionally. • Detail oriented with strong follow through and ownership. • Strong prioritisation skills—comfortable balancing volumes and escalations. • Continuous improvement mindset; proactive in identifying and fixing root causes. Success Measures (KPIs) • DSO and overdue aging reduction (current, 30/60/90+ days) • Collections effectiveness (cash collected vs. target; promises kept) • Dispute cycle time and dispute backlog reduction • Billing accuracy (invoice error rate / rework) • SLA adherence for query resolution and billing timelines • Audit/control compliance and quality of documentation • Stakeholder and customer satisfaction (where measured) Design the process and configure the technology to support the process of creating and issuing customer invoices that begin with the creation of an invoice and end with the issuance of an invoice and creation of a corresponding receivable.
What are we looking for? Education • Bachelor’s degree in Finance, Accounting, Business, or a related field (or equivalent experience). Language • English proficiency at B2 level (CEFR) or higher is required, with the ability to communicate clearly and professionally in English (written and spoken) with customers and internal stakeholders in a Shared Services environment. Experience • Relevant years of experience in Order to Cash, Accounts Receivable, Collections, or Shared Services Finance Operations. • Experience managing collections portfolios and resolving customer disputes preferred. • Experience working in a multi entity, high volume, KPI driven environment preferred. • Familiarity with ERP/finance systems (e.g., SAP, Oracle, Microsoft Dynamics 365, NetSuite) and case/ticket tools (e.g., ServiceNow) is advantageous. Controls, Compliance & Documentation • Ensure adherence to internal controls (SOX or equivalent), segregation of duties, approvals, and documented procedures. • Maintain complete audit evidence for adjustments, write offs (where applicable), and customer master data requests (if in scope). • Support internal/external audit requests and provide required schedules and documentation. Reporting & Continuous Improvement • Track and report OTC KPIs, including overdue aging, DSO, dispute cycle time, and cash collection performance. • Maintain collections notes and account statuses in the system; ensure data quality for reporting. • Identify recurring drivers of late payment/disputes; propose and support process improvements (automation, standard work, policy updates, customer education).
Roles and Responsibilities: •Billing / Invoicing & Revenue Enablement• Create, validate, and issue customer invoices/credit notes in line with contract terms, pricing, tax requirements, and billing schedules.• Ensure billing accuracy and completeness (e.g., PO requirements, delivery confirmations, approvals).• Monitor billing queues and resolve errors to meet SLA and close deadlines.• Support revenue-related operational activities (as applicable), including billing adjustments and documentation required for revenue recognition processes.Collections & Cash Application Support• Execute collections strategies in line with credit policy, including: o Proactive outbound collection activity (calls/emails)o Dunning and follow up cadence by customer segment and risk profileo Promises to pay tracking and escalation management• Manage customer remittances and support cash application processes (where in scope), including: o Payment allocation support and remittance researcho Coordination with Treasury/Banking teams on unidentified cash• Drive reduction in overdue receivables and improve DSO through structured follow up and root cause resolution.Dispute & Deduction Management• Log, investigate, and resolve customer disputes (pricing, quantity, service issues, credits, short pays).• Coordinate with Sales, Customer Service, Logistics, and Master Data to resolve root causes and prevent reoccurrence.• Maintain accurate dispute reasons/codes and ensure timely resolution and documentation.Credit Management • Support credit management activities in line with delegated authority, including: o Credit checks, credit limit requests, and customer onboarding supporto Review of blocked orders and release recommendations based on risk and payment behaviouro Monitoring customer risk signals and escalating per policy• Maintain customer account status and ensure credit holds are applied/removed appropriately, with clear audit trail.Customer Account Management & Stakeholder Collaboration• Serve as a key point of contact for customers on billing, payment, and account queries.• Maintain professional, solution oriented communication to protect customer relationships while improving payment outcomes
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