Service Delivery Manager - F&A - I2C 4D

Overview

Service Delivery Manager for Finance and Accounting (F&A) I2C, managing customer claims and deductions within the Order-to-Cash process, including returns and refusals.

What you'll do

• Register, analyse and collaborate with internal stakeholders to resolve customer claims and deductions, including those related to returns and refusals.
• Monitor open claims and deductions to ensure ageing is within the market-defined turnaround time for resolution.
• Gather required information and document cases for proper categorization of uncategorized claims, ensuring all claims documentation is attached.
• Manage claims and deduction resolution through collaboration with Sales, MSSU / CFSC, Finance, Marketing, Physical Logistics and Supply Chain.
• Manage the closure of non-valid claims and deductions with Collections, and of valid claims and deductions via Credit Note creation.
• Ensure all customer claims and deductions are closed within predefined timeframes.
• Trigger and review the Claims and Deductions Ageing Report, and propose deductions to be purged and claims to be closed according to Market Credit Policy.
• Monitor and close open customer Credit Notes.
• Resolve digitization issues and manually register customer claims in case of digitization failures.
• Ensure regular and effective reporting of KPIs, PPIs and HealthChecks and Claims and Deduction Management activities using analytical tools.
• Propose rules to identify duplicate claims records, match deductions with credit notes, and match existing credit notes with claim cases.
• Organize and ensure ongoing training for Claims and Deduction Management activities.
• Participate in Continuous Improvement activities related to Claims and Deduction Management.
• Compare and analyse differences between return requests, original POR and COD (when applicable) and goods received at the warehouse.
• Assess the value of Credit Notes or Debit Notes linked to returns by matching SKUs to the original invoice.
• Manage and resolve over and under delivery cases, including interactions with Physical Logistics and other E2E functions.
• Ensure regular and effective implementation of the Returns and Refusals Market Policy and Customer-specific agreements in all customer requests.
• Ensure supporting documentation for Returns and Refusals resolution (POD, POR, PGI, COD, Sales approvals) is archived in the Indexed Document Repository.
• Validate that no open claims related to Returns and Refusals remain after resolution of R&R cases.
• Develop and send rejection letters to customers for non-approved return requests, and collaborate with Collections on related deductions.
• Take ultimate responsibility for closing all exception cases in the Delivery Differences Cockpit.
• Participate in Continuous Improvement activities for Returns and Refusals Management, and organize and execute ongoing training on the Market R&R Policy and best practices.

What you'll need

• College/University degree (1 year to go) in Accounting, Commerce, Economics, Finance or Masters in Finance (Bachelors and Masters listed as qualifications).
• Relevant operational experience in Order to Cash.
• Proficient analytical skills.
• Excellent communication and negotiation skills.
• High customer service skills.
• Working as a team player within internal and external groups.
• Ability to propose and implement improvements in procedures.
• Experience in SAP and MS applications.
• Advanced level of English (C1).
• Thorough knowledge of the AR / AP / Order-To-Cash end-to-end processes.
• Solid understanding of internal controls and the GLOBE best practices and systems supporting these E2E processes.
• Solid understanding of accounting standards for Accounts Receivables.
• Good knowledge of the internal sales process, related policy and trade terms.
• Solid understanding of local, channel and business-specific commercial practices.
• Core knowledge of the 10 Corporate Business Principles.
• For external candidates: 2+ years of experience in accounts receivables.
• Required skills: Accounting, Accounts Receivable (AR), Accounts Receivable Collection, Accounts Receivable Management (ARM), Banking Capital Markets, Client Relations, Collections Management, Data Literacy, Data Visualization, Deductions Management, Lean Six Sigma (LSS), People Leadership.
• Strong service orientation, effective under pressure, ability to interact and coach people, ability to adapt quickly to change, and attention to detail.

Nice to have

• Experience in Credit and Collection area.
• Background in Accounting.
• Certifications: ACCA, Blackline Financial Close Level 1, CIMA, Microsoft Excel, SAP Certified Application Associate (SAP S/4HANA for Financial Accounting).

Details

• Location: Hyderabad, India (Floor 1 to 12, Hafeezpet Phoenix).
• Work mode: Office work.
• Shift: Day job (India).
• Job type: Regular.