Senior Business Process Analyst (O2C)

PURPOSE:

To lead our Order to Cash (O2C) process management by overseeing and optimizing the entire order fulfilment cycle, from order entry to cash collection, ensuring efficiency, accuracy, and customer satisfaction. As a key member of our leadership team, you will collaborate with various departments to enhance operational processes and drive continuous improvement.

RESPONSIBILITIES & TASKS:

• Process optimization: Streamline and optimize the end-to-end Order to Cash process to enhance efficiency, reduce errors, and improve overall performance. Conduct regular review and identify gaps against regional standard processes and recommend improvement opportunities in current OpCo’s processes for alignment with the fit to standard implementation of new ERP system.
• Team leadership: Lead a high performing team, providing guidance, mentorship and fostering a culture of accountability and continuous improvement. Be the subject matter expert in all O2C process areas and able to communicate expectation confidently and clearly with OpCo CFOs, operational managers, business process outsourcing management and service delivery team. Conduct training and workshop with OpCo operation managers and BPO team members to share best practices and knowledge of O2C process improvement initiatives.
• Cross functional collaboration: Collaborate with OpCos, Sales, Finance, Customer Service, and other relevant departments to ensure seamless integration and communication within the O2C process. Manage process performance expectation and conduct regular review meeting with OPCO CFOs, order fulfilment, contract management, customer admin, billing, cash application and collection managers as well as business process outsourcing vendor team.
• Performance metrics: Develop and implement key performance indicators (KPIs) to measure and monitor the effectiveness of the O2C process, and implement corrective actions as needed. Perform big data analysis using Power BI to provide drive data driven insight to help management’s decision making in improving process performance within O2C domain. Perform problem solving and root cause analysis to help OpCos resolve key operational challenges in sales order management, contract management, billing and cash application plus collection process. Develop proposal for counter measures to address operational challenges identified and come up with innovative solution to help OpCos achieve key performance metrics and operational excellence.
• Compliance and Risk Management: Ensure compliance with regulatory requirements and company policies, while identifying and mitigating potential risks in the O2C process. Work closely with OpCos, Finance team and other relevant departments to establish policies for process compliance management. Manage end to end change management process to implement and drive adoption of policies and work with OpCo’s operation managers to audit process compliance and implement counter measures.
• Technology Integration: Evaluate, implement, and optimize Order to Cash technologies and systems to support automation and improve overall efficiency. Be the catalyst of digital transformation in the organization through new solution testing and planning for DX initiatives to reduce operational cost and overhead. Support DX initiatives within Finance department and help OpCos to implement automation solution by utilizing Power Platform to improve process efficiency and team productivity. Work closely with ICT to ensure security compliance of cloud solution adoption and review proposed solution implemented by OpCos to mitigate security risk.
• Customer Satisfaction: Focus on enhancing customer satisfaction by ensuring timely and accurate order fulfilment, billing, and collection processes.
• Reporting and Analysis: Generate regular reports and provide insights into O2C performance, contributing to strategic decision-making at the executive level. Oversee all aspects of performance metrics management for order to cash processes. Primarily responsible for maintaining and delivering timely performance metrics report to OpCo’s MDs, CFOs and operational managers. Improve efficiency and performance metric visibility through continuous innovation using Power BI and to reduce cost and overhead in OpCos. Communicate response timely and effectively to enquiry from OpCo CFOs, operational managers, BPO service delivery team and other stakeholders within the organization.

To succeed in this role, you will need to possess the following qualifications, skills and experiences:

• Min 5 years working experience as business process analyst or as data analyst with proficiency in Microsoft Power Platform and excellent problem-solving skill to lead process improvement and transformation in Order to Cash or Contract to Billing domain
• Have extensive experience and strong understanding of Order to Cash and Contract to Bill processes
• Strong knowledge of finance, billing and accounting is required
• Have experience in digital transformation process management and implementing process automation using Power Platform (Power BI, Power Automate, Power Apps, Power Virtual Agent)
• Extensive experience in big data analytic or business intelligent application such as Power BI
• Extensive experience in data collection, data analysis and metric reporting
• Have experience in implementing ERP system (Oracle, D365) or knowledge of F&O module of D365 is a plus
• Knowledge of leasing business processes is a plus
• Strong technology, proven analytical, conceptualization and problem-solving skill
• Written and verbal communication (technical writing skills is a plus)
• Ability to communicate with all levels of staffs and management team
• Experience in managing stakeholder expectation with good influencing & negotiating skills
• Have extensive experience working in multi cultures and regional setting
• Customer and result oriented team player with good track record of working with cross functional teams
• Experience in MS office suites (i.e. PowerPoint, Excel, Words)
• Have experience in process mapping and business process reengineering is required
• Experience in documenting process map and SIPOC and familiarity with Microsoft Visio