Order to Cash Head

**Customer Financial Solutions Manager**

**Main Purpose**

This management position provides operational leadership to the local O2C Customer Financial Operations team in CAC Region. This position is familiar with the relevant Global Bayer O2C processes (especially related to Bill-to-Cash Operations) and ensures that these are taken into account at local level. The position’s purpose is to enable the best customer experience, as well as to achieve and maintain truly standardized and efficient processes in the area of Credit Management (organization, processes, systems and data), Dispute Management, Collection Management and AR-Management in the region according to global standards, regional and local guidelines and regulations. This role is responsible for working closely with customers, the divisions and rest of the stakeholders to meet all the B2C process, focusing on delivering DSO, Overdues and disputes targets. The incumbent will contribute to enhancing the customer experience by understanding the requirements of Bayer’s customers, and accordingly supporting the design of global process and system standards for the processes in scope. Also will be the Single Point of Contact between the Operation Provider and the local organization for the daily management process, steering, issues resolution and to manage all the escalation processes

**Your mission will be to**
- Provide operational leadership to the local O2C Customer Financial Operations process and act as first point of contact between local organization and the Operation Provider for issues and/or other topics and if necessary communicate to global and regional stakeholders for all the Bill to Cash Topics. Deliver DSO, disputes and Overdue targets with the support of commercial and the operation provider (CA&C)

2. Partner with the operation provider to continuously develop functional competencies to exceed customer expectations. Manage escalations and exceptions where policies cannot be applied, including but not limited to: blocked orders, collateral, payment plans, cash allocation, legal cases and write offs. (CA&C)

3. Be the communication leader and point of contact with the operation provider in order to lead and ensure functional process continues improvement, business continuity, procedures implementation and escalation points to improve and maintain operational service. (PACA)

4. Actively manage and engage with key customers and business partners through regular dialogue to develop and execute joint operational plans, including but not limited to: payment plans, collection strategies and actively identify and document performance trends and collaborate with global process owners to address repetitive findings and develop corrective and preventative actions. Review and approve credit risk assessment and credit limit proposals from service delivery network in line with authorization limit and managing the correct implementation of the Credit Policy (CA&C)

5. Collaborate with local and global stakeholders to develop functional policies and proactively train the provider to operationalize procedures and partner with them to continuously develop functional competencies and ensure the right delivery of the operation. Ensure the right implementation and deployment of Credit Policies in the region according to global standards (PACA)

6. Continuously recommend and implement process and technology improvements in collaboration with global process owners and provider to drive efficiency and quality. (PACA)

7. Define and monitor adherence to global processes and process guidelines together with the O2B in line with legal, functional leadership, business, and O2C requirements as well as customer and market insights gained. Ensuring full participaction and contribution the establishment and running of a B2C community for the purpose of sharing best practices, sharing insights on the respective markets and customer needs.Key community members include divisions (Marketing & Sales), O2C peers, IT, Product Supply, Finance and Operation Provider (PACA)

8. Support the excellence team in monitoring and setting performance metrics and targets utilizing benchmark data and hold regular operational reviews to steer performance. Also be the responsible to report and develop action plans with local and operation provider to deliver targets. (PACA)

**Are you ready for the position?**

University professional degree in Industrial Engineering, Accountant, Business Administration or equivalent. MBA or Project Management Post-graduate studies / Preferred

8-10 years in O2C, Credit Management, Account Receivable, Finance. Customer Service and Supply chain knowledge preferred of Logistics, Supply Chain,Distribution. Deep understanding of end-to-end order-to-cash operations with particular focus on credit management, collection & dispute management and accounts receivable. Hands-on knowledge of Credit Management (organization, processes, systems and data) and l