Job Summary 

The Global Order to Cash (O2C) Customer Service Manager will lead the worldwide O2C Customer Service team, overseeing end-to-end order processing, invoicing, fulfilment support, and customer escalations across all regions. This role is accountable for ensuring operational excellence, driving standardisation, and implementing scalable solutions within the O2C function. 

The Manager will act as the global process owner, aligning regional teams, improving systems, and leading process automation initiatives. They will also serve as the senior escalation point for complex customer and operational issues, working cross-functionally to ensure seamless execution of O2C processes globally. 

The ideal candidate will bring deep expertise in O2C operations, strong leadership capabilities, and hands-on experience with Oracle ERP in a global, cross-functional environment. 

Key Responsibilities 

Global Leadership & Team Management 

Lead and manage global O2C Service teams across multiple regions, ensuring consistent performance, alignment, and accountability. 

Feed into organisational goals, set KPIs, and oversee workforce planning to meet global business demands. 

Build, mentor, and develop a high-performing, customer-focused global O2C team. 

Order Processing & Invoicing Oversight 

Ensure the accurate and timely execution of order management, invoicing, and account set-up processes in Oracle ERP across all regions. 

Define and enforce global SLAs, compliance standards, and process consistency. 

Oversee management of complex or cross-regional orders requiring non-standard workflows. 

Global Escalation Management 

Act as the senior escalation point for critical customer issues related to orders, invoicing, and fulfilment globally. 

Partner with regional leaders, IT, and logistics teams to quickly resolve systemic issues. 

Proactively identify recurring escalations and implement long-term solutions. 

Warehouse & Logistics Partnership 

Establish and manage relationships with global logistics providers and third-party warehouses. 

Drive accountability on warehouse performance and ensure consistent order fulfilment worldwide. 

Oversee escalation management related to delivery delays, fulfilment backlogs, and cross-border logistics complexities. 

Process Standardisation & Automation 

Own the global O2C process framework for ELL, identifying and addressing inefficiencies. 

Partner with IT and business process improvement teams to implement automation solutions that reduce manual intervention and increase reliability. 

Drive digitalisation initiatives across O2C operations to enhance scalability and customer experience. 

Cross-Functional & Regional Collaboration 

Serve as the global O2C representative with Sales, Customer Service, Finance, Logistics, and IT. 

Align global O2C processes with business priorities, ensuring consistency while allowing for necessary regional adaptation. 

Work alongside our BPO Co-Ordinator to collaborate with outsourcing partners (e.g., Concentrix) to ensure high service standards. 

Process Development & Regional Expansions 

Lead the design, testing, and deployment of new O2C processes for market expansions and new regional entities. 

Oversee operational readiness for Oracle ERP rollouts, ensuring effective global knowledge transfer and process integration. 

Training & Capability Building 

Establish a global training framework for O2C operations and Oracle ERP best practices. 

Develop career progression paths and upskilling opportunities for team members. 

Foster a culture of knowledge sharing across regions. 

Qualifications & Skills 

Experience 

8+ years of experience in O2C operations, with at least 2-3 years in a managerial role overseeing multi-regional or global teams. 

Proven success leading global order management and invoicing functions within Oracle ERP. 

Demonstrated track record in driving process automation, system rollouts, and large-scale process improvements. 

Technical Skills 

Advanced knowledge of Oracle ERP and related O2C modules. 

Strong understanding of global order fulfilment, warehousing, and logistics processes. 

Experience with outsourced/third-party operational models. 

Leadership & Management 

Strong people leadership skills with experience managing managers and geographically dispersed teams. 

Ability to balance strategic thinking with hands-on execution. 

Proven ability to lead change in complex, matrixed organisations. 

Problem-Solving & Process Improvement 

Expertise in root-cause analysis, escalation resolution, and cross-functional issue management. 

Strong background in Lean/Six Sigma or process optimisation methodologies (preferred). 

Communication & Stakeholder Engagement 

Excellent communication and influencing skills, with the ability to engage senior stakeholders across regions. 

Ability to operate effectively in a global, multicultural environment. 

Languages 

Fluency in English required; additional languages an advantage. 

Key Performance Indicators (KPIs) 

Global order accuracy and invoicing timeliness. 

Resolution time for escalations and customer-impacting issues. 

Reduction of manual interventions through automation. 

Global process consistency and scalability. 

Employee engagement, retention, and development within the O2C team. 

Successful deployment and adoption of Oracle ERP in new markets.