Tax ACR-OTC-Senior Manager

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Job title Senior Manager / GPO (Global Process Owner)   Job purpose This role serves as the strategic owner and capability leader for the Order to Cash (O2C) function across global Finance Managed Services engagements. The O2C Senior Manager / Global Process Owner is accountable for delivering measurable business outcomes for the Order-to-Cash function across global engagements. The role drives best-in-class O2C performance by translating process excellence, digital enablement, and talent capability into tangible results improved cash flow, higher client satisfaction, scalable profitability, and a resilient, high-performing team. The position drives the future-ready transformation agenda, integrating process maturity, talent capability, and AI-powered process optimization to create a seamless, touchless finance experience for clients.   Job Goals

Deliver Best-in-Class O2C Performance Achieve upper-quartile performance vs APQC/industry benchmarks across DSO, billing accuracy, auto-application %, dispute cycle time, and close timeliness. Ensure O2C outcomes directly improve client working capital and cash predictability. Drive Client Satisfaction & Value Realization Maintain client satisfaction rating ≥ target (e.g., 4.5/5 or NPS benchmark) across O2C engagements. Demonstrate clear value realization for clients (e.g., DSO reduction, cost-to-serve reduction, productivity uplift). Enable Profitable & Scalable Delivery Improve engagement profitability through standardization, automation, and optimal pyramid leverage. Build scalable O2C operating models that support growth without linear cost increase. Lead Digital & Touchless Outcomes Increase touchless processing across billing, cash application, disputes, and AR closing through AI/automation. Deliver measurable impact such as: Auto-cash application ≥ target % Reduction in manual effort and error rates Faster cycle times across O2C sub-towers Strengthen Governance & Risk Outcomes Ensure zero critical control failures and sustained audit readiness across O2C. Improve data quality, compliance, and process reliability that clients can trust for decision-making. Build & Retain a High-Performing Team Achieve team retention ≥ target and team satisfaction ≥ target year-on-year. Develop future-ready talent with strong digital, analytical, and domain capabilities in O2C. Position EY as the O2C Thought Leader Establish EY as a go-to advisor for O2C transformation by delivering repeatable success stories, assets, and benchmarks. Enable cross-sell and expansion through proven O2C outcomes.

Process Leadership & Governance Define, maintain, and continuously evolve the global O2C process framework, covering all sub-towers:

Customer Master Data & Credit Management Order Processing & Billing Collections, Dunning & Disputes Cash Application & Reconciliation Reporting & Analytics

Own and govern process standards, KPIs, and SLA definitions across delivery regions. Ensure compliance with SOX, audit, and internal control frameworks, embedding proactive risk management and remediation plans. Lead process harmonization initiatives across ERP platforms (e.g., SAP, Business Central, D365) and regions, ensuring standardization and scalability. Provide thought leadership on working capital optimization, DSO reduction, and cash flow efficiency. Act as the final escalation authority for process issues, service performance, or client escalations related to O2C.

Digital And Analytical And  Transformation Enablement

Develop and execute the O2C Digital Transformation Roadmap, incorporating AI, RPA, OCR, and analytics-driven automation.  Sponsor and oversee