S4/Hana (iShift) Business Enablement - Customer Invoicing to Cash lead

This position is part of the Business System Owner team (or Business Enablement) within the Order to Cash (O2C) Global Process Owner organization. The O2C organization consists of three complementary teams: Global Process Leads defining processes and solutions, Business System Owner implementing global solutions, and Transformation & Operations coordinating specific Order to Cash initiatives and capabilities development.

The role is responsible for leading the implementation of customer invoicing to cash processes within the iShift program, ensuring successful deployment of standardized E2E processes across all regions. As a team lead, this position combines strategic leadership with hands-on expertise to drive process excellence and team development.

Key focus areas include:

Leading and developing a team of Customer Invoicing to Cash experts and analystsDriving the implementation of core model processes for customer invoicing to cashEnsuring system design and configuration meet business requirementsLeading change management and stakeholder engagement initiativesOverseeing process and system testing with K-usersCoordinating with Global Process Leads for process design and improvementsCoordinating with Global Process Leads for process design and improvements

 

Main responsibilities

Preparation Phase

Lead comprehensive data gathering activities across assigned business units or geographiesConduct thorough data validation and identify complex inconsistencies or gapsDevelop and document comprehensive business scenarios and routes for customer invoicing to cashAnalyze and document as-is information, including process flows and system landscapesManage and prioritize ongoing projects impacting the Order to Cash operating modelLead analysis of current practices alignment with planned S/4HANA designDevelop and analyze performance metrics and KPIsCreate and maintain stakeholder mapping and profilingDevelop implementation roadmaps for closing gaps prior to go-live, liaising with the Global Process Leads teamConduct in-depth gap analysis between current and target operating modelTranslate gaps into detailed business requirements aligned with S/4HANA capabilities

Scoping and Design PhaseLead detailed gap analysis between current processes and core modelPresent core model to stakeholders and manage feedbackLead core model defense process and evaluate potential deviationsPrepare and present documentation for Design Authority escalations to the Global Process LeadsCollaborate with iShift Solution Delivery team and integrator on design specificationsTranslate complex business requirements into functional specificationsLead design review sessions and synthesize outcomesOversee and maintain design documentation in Signavio to ensure up-to-date and process flow completenessManage approval processes and escalate issues as neededIdentify and share process improvement opportunities with Global Process LeadsLead coordination between business stakeholders and technical teams

Build & Test Phase

Develop and implement K-user identification, engagement, and Core model understanding strategiesCreate and manage testing schedules and resource plansGuide K-users through test script development and execution, providing advanced supportAnalyze and prioritize defects, developing resolution requirementsLead the development of process documentation and training materialsDesign and deliver K-user training and certification activitiesManage testing progress and report on key metricsDevelop comprehensive test completion reports

Deploy & Hypercare Phase

Prepare and empower K-users for end-user trainingProvide advanced hypercare support and troubleshoot complex issuesAnalyze process performance metrics and recommend improvementsInvestigate and resolve critical business issues during hypercareLead coordination efforts between business and technical teamsOversee solution validation against requirements and sign-off processesManage hypercare completion activities and transition to BAU

Continuous Improvement

Analyze feedback on implemented processes and systemsSynthesize lessons learned and develop action plansLead process enhancement implementationDesign and implement knowledge transfer strategies to operations teamsMonitor and report on system core model adherenceLead continuous improvement initiativesIdentify and evaluate automation opportunitiesCreate business cases for future enhancement projectsLead Business Value projects, Change Requests, and incidents where Business Enablement is needed

Change Management

Analyze and document complex process changes between Finance, Trade, or any impacted partner functions and Business Operations Order to Cash hubLead the mapping of system changes and their operational impactConduct comprehensive organizational impact analysis across regionsAnalyze role and responsibility changes and recommend optimizationsEvaluate and prioritize local requirements and concernsDevelop training needs analysis and learning strategiesManage change-related issues and develop mitigation strategiesLead stakeholder engagement activities to ensure buy-in for new customer invoicing to cash processes and systems

Project Management and Governance

Identify, assess, and manage risks and issues specific to customer invoicing to cash implementation, escalating when necessaryEnsure alignment between customer invoicing to cash processes and overall Order to Cash strategyFacilitate decision-making processes through comprehensive analysis and recommendationsManage team capacity planning and resource allocation across projectsEnsure team alignment with project objectives and timelines

Requirements

Educational Background

Bachelor's degree in business-related fields; Master's degree preferred

Professional Experience

7-10 years' experience in Customer Invoicing to Cash processesProven experience in leading transformation programsExtensive experience in SAP implementation projectsIn-depth understanding of E2E Supply Chain and Order-to-Cash processesMinimum 3 years of people management experienceExperience in leading and developing Customer Invoicing to Cash or Finance Operations teamsTrack record of successful team performance improvement

Key Competencies

Advanced project management and implementation skillsStrong change management capabilitiesAbility to lead and influence cross-functional teamsExcellent analytical and problem-solving skillsStrong communication and presentation skillsFluent in English; French/Spanish is a plusStrategic thinking and ability to drive innovationProven people management and leadership skillsAbility to build and develop high-performing teamsExperience in performance management and talent developmentStrong delegation and prioritization skillsCoaching and mentoring capabilities

 

Main interactions

Internal

Business Operations Order to Cash teamiShift Program team and leadershipRegional implementation teamsBusiness Process Owners, Transition management, Automation COE within Business OperationsFinance, Trade, Accounts Receivable, Credit teamsIT and technical teams (ishift solution delivery, salesforce, esker…)Change Management teamIn country and hubs business usersK-users and super users

External

Implementation partnersSystem integratorsExternal consultantsTechnology vendors

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