O2C Global Head of Process Excellence

Salary Range:

Ft25,600,000.00 - Ft34,133,333.33

All Compensation will be determined commensurate with demonstrated experience.

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The O2C Global Head of Process Excellence uses extensive Order to Cash process, technology and leadership expertise to design the optimal O2C operating model and drive transformation initiatives that improve end-to-end processes and contribute to the O2C strategic agenda.

The role maintains an external perspective through relevant industry benchmarks for O2C processes and KPIs, aims to achieve best-in-class performance, continuously identifies improvement opportunities, and ensures end-to-end integration and cross-functional engagement across Finance, Treasury, Digital, Risk and Internal Control, Commercial, Supply Chain, and Global Business Services.

Strategy

The role is a key member of the O2C global leadership team and brings leadership, functional and solution expertise with a user-centric and business-value mindset.

• In close collaboration with the Global Head of Order to Cash and the O2C Leadership Team, create the O2C vision, short- and long-term strategy, and roadmap aligned with business objectives, enterprise standards and Opella corporate strategy

• Act as the O2C subject-matter expert and central point of contact for business functions, Global Business Services, Business Process Owners and dependent end-to-end processes, including Order Management, Customer contact management and claims, Credit Management and control, Cash Application, Collections, Accounts receivable closing, reporting and forecasting

• Conduct benchmarking across the industry and regions; explore emerging trends, technologies and best practices to drive innovation and reduce complexity

• Initiate cross-functional collaboration to address end-to-end challenges, improvement opportunities and sharing of best practices

• Define and implement the global O2C governance model, including the roles and responsibilities of governance bodies

Performance Management

Responsible for developing and managing the O2C performance-management ecosystem, designing KPIs and producing regular performance reports.

• Develop the O2C performance-management ecosystem.

• Design O2C performance and operational KPIs in line with relevant market standards and ensure visibility of performance trends and execution quality

• Define targets for O2C KPIs

• Coordinate KPI reporting, identification of continuous-improvement opportunities and executive reporting

• Establish governance structures to monitor process performance and assess improvement initiatives

• Apply analytics to drive business outcomes and recognize emerging analytics trends

Service Design and Global Process Ownership

Own the global O2C processes and Core Model by establishing and promoting standardized processes and best practices across business units, functions and regions. Act as process architect and gatekeeper for end-to-end O2C.

• Define and monitor governance for the creation, implementation and maintenance of the end-to-end O2C Core Model

• Identify and involve stakeholders required to implement and support the Core Model

• Define the methodology used globally, regionally and locally to formalize O2C processes and procedures, and maintain the global O2C procedure taxonomy

• Design and establish the global O2C Target Operating Model and Core Model through Levels 6–7, including flowcharts, SOPs, Detailed Task Procedures, RACIs and Local Work Instructions

• Keep the Core Model reliable and current, reflecting approved continuous-improvement changes

• Evolve the O2C Core Model and Target Operating Model to improve efficiency and reduce Total Cost of Operations

• Drive change management and support operational teams in implementing the Core Model

• Leverage technology to enable process automation, digitization and optimization

• Clarify O2C roles and responsibilities where the end-to-end RACI is unclear

• Collaborate with the O2C Leadership Team to cascade global procedures and ensure regional or local procedures are approved, communicated and aligned with global policies, standards and guidance

• Arbitrate exceptions and change requests to the defined Core Model with regions and countries

• Monitor compliance with the Core Model and standardization policies and manage the process-adherence governance framework

Internal Controls and Audit Management

Responsible for designing and implementing O2C internal controls in collaboration with Risk and Internal Control, and for ensuring audit readiness.

• Ensure O2C process designs comply with internal-control standards

• Design the relevant O2C internal-control framework and contribute to the O2C Internal Control Manual for process and IT controls

• Update the O2C internal-control framework in response to policies, standards and control-manual changes

• Follow up risk assessments, annual control self-assessments, identified deficiencies, remediation plans and on-time closure

• Support internal and external audits and monitor implementation of audit recommendations

• Establish governance for regular monitoring of control execution and timely closure of gaps

• Ensure control ownership and document retention in the designated control-documentation platform

Knowledge Management

Responsible for developing, implementing and maintaining knowledge-management strategies and processes for global O2C.

• Develop a global O2C knowledge-management strategy, including onboarding, refresher training and maintenance of process knowledge materials

• Identify stakeholder knowledge needs and ensure knowledge-management processes address them

• Facilitate knowledge sharing through training, workshops and repositories

• Develop and deliver training that equips employees to operate O2C processes effectively

• Digitalize training through e-learning and learning-management platforms where appropriate

• Measure the impact and value of knowledge initiatives using analytics and reporting on knowledge usage, sharing and retention

Solution Management

Own and manage the O2C digital landscape from a business-process perspective to enable end-to-end process efficiency.

• Define the O2C digital-solution strategy across short-, medium- and long-term horizons, support deployment, and provide business ownership for the RUN state and automation pipeline

• Define business and process requirements for O2C systems and applications

• Collaborate with Digital and Technology teams to ensure system alignment and innovation

• Oversee O2C tool release governance and the change-request process so upgrades are timely, controlled and aligned with business needs

• With relevant Product Owners, evaluate and prioritize regional and country change requests based on business impact, cost, standardization and optimization potential

• Ensure effective ticket governance and issue resolution for business continuity

• Define and enforce business user-access requirements; own the O2C user-access matrix and support periodic access reviews

• Work with Risk and Internal Control to identify segregation-of-duties risks and define mitigation strategies for access conflicts

Transformation and Portfolio Management

Drive continuous improvement, transformation and transition initiatives to enhance the efficiency and effectiveness of end-to-end O2C.

• Identify and pursue continuous-improvement and transition opportunities across O2C.

• Map current processes, define transition blueprints and future-state process designs in line with the approved transition methodology.

• Collaborate with transition managers and functional leads and oversee execution against timelines, quality standards and compliance requirements.

• Integrate feedback from global and local managers, operational teams and customers into process-improvement efforts.

• Oversee and coordinate the O2C project portfolio, including strategy definition, prioritization, execution and governance. Typical initiatives include O2C tool deployments, organizational changes, ERP changes, carve-ins/carve-outs, strategic projects and process improvements.

• Develop project-management capabilities through training, coaching and mentoring, and allocate resources according to business needs.

• Maintain the O2C project portfolio and provide regular stakeholder updates.

• Develop change-management plans and communication strategies to support adoption.

• Oversee transition of O2C activities to Global Capability Center hubs in close collaboration with the Transition Management Team

Experience

• 10+ years of experience in Order to Cash, Customer Invoicing to Cash, Finance Operations or related roles, with substantial exposure to local, regional and global teams

• Demonstrated leadership and team-management experience

• Experience working with stakeholders across functions up to senior executive level

• Experience in multinational matrix organizations and Global Business Services environments

• Experience leading global process design, transformation, technology-enabled change and complex project portfolios

Skills and knowledge

• Deep end-to-end O2C process knowledge, including the interfaces between commercial activities, customer service, finance operations, treasury

• Strategic thinking, high autonomy and strong leadership

• Ability to influence in environments with significant resistance to change and to obtain cooperation without relying on formal authority

• Demonstrated project and portfolio-management capability involving senior leaders and executives

• Strong analytical, problem-solving and performance-management skills

• Understanding of process automation, digitization, analytics and hyper automation trends relevant to O2C

• LEAN and process-optimization mindset with the ability to challenge established paradigms and build best-in-class services

• Ability to manage diverse stakeholders across processes, geographies, languages, cultures and maturity levels

• Excellent interpersonal, communication and presentation skills

• Excellent spoken and written English is a must

About Us:

Opella is the self-care challenger with the purest and third-largest portfolio in the Over The Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.

Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.

At the core of this mission are our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.

As a globally certified B Corp company, we are active players on the journey towards healthier people and planet. Find out more about our mission at www.opella.com.

Opella values diversity in all its forms and is committed to fostering a workplace where everyone can belong and excel. We welcome and encourage applications from people of all backgrounds.

About Opella.

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally. Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.

At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers.

Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan. B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet.

Find out more about our mission at www.opella.com.