General Manager / Director – Order to Cash BPO Operations

About the role

The General Manager/Director will lead the Order to Cash (OTC) BPO operations, overseeing B2B credit and collections across the assigned accounts receivable portfolio. This senior position is responsible for driving performance, implementing best‑practice processes and ensuring high service levels.

Key responsibilities

• Lead a team of collection and credit analysts, SMEs and team leads.
• Own team performance, service level agreements and KPI reporting.
• Identify and execute process improvements and transformation initiatives.
• Produce daily and monthly SLA/KPI reports covering performance and business metrics.
• Implement industry‑best OTC operational practices and recommend tools/technology.
• Manage internal and external governance for team performance and process health.
• Act as process owner for collections and credit, providing guidance to the broader team.
• Drive operational excellence and oversee people and performance management.

Required profile

• Strong understanding of end‑to‑end Order to Cash operations with SME expertise in B2B collections and credit control.
• Experience as both individual contributor and manager in outbound collections and credit teams.
• Proven ability to develop collections strategy, maintain ledger accounts and handle month‑end AR reporting.
• Demonstrated track record in tracking, managing and reporting performance metrics.
• Excellent communication, analytical and problem‑solving skills.
• Prior experience managing teams and stakeholder relationships.

Required skills

• SAP (invoicing, contracts, workflows)
• Zendesk
• Seibel CRM
• Workflow tools
• Microsoft Office
• Visio (process flow/blueprint creation)