Purpose & Overall Relevance for the Organisation:
The Manager – GBS DTC Operations leads the end-to-end operational support for Direct to Consumer (DTC) channels including e-commerce and retail. The role ensures seamless financial operations related to cash application, payment reconciliation, refund processes, and customer transaction accuracy, enabling a superior consumer experience and operational excellence.
This position drives operational efficiencies through standardization, automation, and continuous improvement across multiple digital channels, aligning with business priorities, customer expectations, and market demands.

Key Responsibilities:
•    Oversee daily, weekly, and monthly reconciliation of DTC payments and ensure resolution of discrepancies across channels.
•    Lead refund and chargeback management processes, ensuring accurate and timely execution.
•    Drive robust cash application processes specific to DTC revenue streams ensuring accurate application of consumer payments.
•    Establish a close partnership with e-commerce, retail, finance, and technology teams to ensure seamless payment processing, reporting, and system integrations.
•    Act as a business partner to global and regional DTC finance teams to align on process improvements, performance metrics, and compliance.
•    Monitor and enhance the Unapplied Cash reporting specific to DTC transactions and drive solutions in partnership with customer experience teams.
•    Implement controls to minimize financial risks related to customer payments, refunds, fraud detection, and settlement discrepancies.
•    Drive end-to-end process standardization, automation, and optimization aligned with GBS and DTC strategies.
•    Collaborate with Global Process Owners (GPO) to deploy technology solutions enhancing payment and reconciliation capabilities (e.g., SAP, CFIN, digital wallets).
•    Provide expertise in digital payment landscapes, fintech solutions, and emerging technologies to enhance operational workflows.
•    Own performance updates and operational health metrics (KPIs/OKRs) for DTC finance operations, with data-driven action plans.
•    Lead process and system testing to ensure robust DTC transaction handling during new feature launches or payment provider integrations.
•    Ensure audit readiness, internal controls, and compliance with local and international finance regulations.

Knowledge, Skills and Abilities:
•    Strong financial and operational acumen in the DTC space (e-commerce, retail).
•    Deep understanding of payment gateways, digital wallets, and transaction ecosystems.
•    Experience in managing teams of 25+ FTEs in a shared service or operational setup.
•    Expertise in SAP and related digital finance tools.
•    Strong cross-functional collaboration skills with digital, finance, technology, and customer support teams.
•    Solid experience in continuous improvement methodologies (Lean, Six Sigma).
•    Analytical mindset with the ability to interpret data to drive decisions.
•    Strong problem-solving skills with a consumer-first approach.
•    Proficient in English with excellent communication skills suitable for global stakeholder interactions.

Requisite Education and Experience / Minimum Qualifications:
•    University degree in Finance, Commerce, Business Administration, or relevant fields.
•    12+ years of work experience in finance operations with a strong focus on DTC processes.
•    At least 5+ years of specific experience in digital payments, cash application, and reconciliations in a DTC context.
•    Demonstrated experience in leading operations within a digitally enabled, high-volume transaction environment.