Role/Skill: Credit To Cash (C2C) - Delivery Manager
Location: Nagpur
Experience: 10 to 15 years

Eligibility:

• Minimum 15 years of regular, full-time education (10 + 2 + 3)
• Non-technical graduation in any stream - B.COM, M.COM or similar (Preferred)
• Should be flexible with night shifts & rotation shifts

Must have skills:

• Stakeholder Management

Good to have skills:

• Transformation projects

Key Responsibilities:

1. End to End Delivery Ownership
   • Own and govern the complete Credit to Cash lifecycle, including credit management, billing, cash application, collections, dispute management, and month end closing.
   • Ensure seamless and standardized service delivery across regions, business units, and customer portfolios.
   • Maintain delivery stability while scaling operations and managing complexity.

1. Service Level & Performance Management
   • Define, track, and consistently achieve SLAs, KPIs, and contractual obligations.
   • Drive continuous improvement in DSO, overdue balances, dispute cycle time, and cash flow.
   • Establish strong governance through scorecards, dashboards, and regular business reviews.
   • Proactively identify operational risks and implement mitigation plans.

1. Leadership & People Management
   • Lead a multi layered organization comprising Team Leads, Managers, and SMEs.
   • Build a strong leadership pipeline through coaching, mentoring, and succession planning.
   • Drive performance management, capability building, and employee engagement initiatives.
   • Manage headcount planning, hiring strategy, utilization, and productivity optimization.

1. Stakeholder & Client Management
   • Act as the primary senior contact for internal stakeholders and external clients.
   • Manage escalations related to service issues, customer disputes, compliance, or financial risk.
   • Partner with Sales, Operations, Legal, Compliance, IT, and Business Finance to resolve cross functional dependencies.
   • Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with senior stakeholders.

1. Financial & Cash Flow Management
   • Drive strong cash realization by enforcing robust collection strategies and credit controls.
   • Support bad debt provisioning, write off governance, and risk exposure management.
   • Provide analytical insights to leadership on aging trends, customer behavior, and revenue risks.
   • Ensure accurate forecasting of cash inflows and operational costs.

1. Governance, Controls & Compliance
   • Ensure adherence to SOX, internal controls, audit requirements, and company policies.
   • Lead internal and external audits, ensuring zero defect or minimal audit observations.
   • Own and continuously strengthen SOPs, RCMs, and process documentation.
   • Ensure compliance with regional regulatory and statutory requirements.

1. Transitions, Migrations & Program Management
   • Lead process transitions, scope expansions, and migrations from onshore or third party vendors.
   • Ensure robust transition planning, knowledge transfer, stabilization, and benefits realization.
   • Manage change impacts related to new clients, system changes, or business restructuring.
   • Act as the delivery owner for large transformation or integration programs.

1. Continuous Improvement & Automation
   • Drive Lean, Six Sigma, and digital transformation initiatives to improve efficiency and quality.
   • Identify and implement automation opportunities (RPA, AI, workflow tools).
   • Reduce manual effort, rework, and dependency on tribal knowledge.
   • Track benefits realization from transformation initiatives.

1. Systems & Technology Enablement
   • Partner with IT to support ERP (SAP/Oracle), reporting, and collection tool enhancements.
   • Lead user acceptance testing (UAT), data validation, and hypercare for system implementations.
   • Ensure system controls support compliance, scalability, and operational efficiency.

1. Strategic Contribution
   • Contribute to long term C2C strategy, operating model design, and roadmap development.
   • Support benchmarking, best practice adoption, and maturity assessments.
   • Represent C2C delivery in leadership forums and enterprise wide initiatives.

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