Service Delivery Manager - F&A - I2C 4C

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End-to-End Process Oversight

Manage the entire Invoice to Cash process, including billing, credit control, collections, dispute management, and cash application.

Ensure compliance with internal controls, corporate policies, and regulatory requirements.

Deliver services in line with defined SLAs, KPIs, and operational standards.

2. Team Leadership & People Management

Lead and manage a team of I2C specialists (onshore/offshore) across different sub-processes.

Drive performance management, training, development, and employee engagement.

Allocate resources effectively to handle volume spikes and key account priorities.

3. Billing & Invoicing

Oversee timely and accurate generation of customer invoices, ensuring adherence to contract terms and tax rules.

Ensure electronic or manual billing processes function correctly, especially in integrated ERP or billing platforms.

4. Credit Management

Ensure customer credit limits and risk profiles are properly assessed and reviewed periodically.

Collaborate with finance and sales teams to approve or revise credit terms based on risk assessments.

5. Collections & Dispute Resolution

Monitor collection activities and aging reports to minimize overdue receivables and reduce DSO.

Drive timely follow-ups and escalation protocols for delayed payments.

Oversee dispute resolution processes by coordinating with sales, operations, and legal teams.

6. Cash Application & Reconciliation

Ensure incoming payments are accurately applied to customer accounts.

Manage unallocated cash and unapplied credits efficiently.

Coordinate with treasury and banking teams for timely reconciliations.

7. Process Improvement & Automation

Identify areas for automation, digitization, or process optimization (e.g., dunning letters, RPA in cash apps).

Implement lean initiatives or Six Sigma methodologies to improve accuracy and turnaround time.

Ensure continuous improvement practices are adopted by the team.

8. Stakeholder & Customer Relationship Management

Act as the key liaison between finance, customer service, and sales teams regarding I2C matters.

Build and maintain strong relationships with key customers to improve payment behavior and dispute resolution.

Participate in governance meetings and business reviews with internal and external stakeholders.

9. Compliance, Audit & Risk Management

Ensure I2C processes comply with SOX, GAAP/IFRS, tax regulations, and corporate policies.

Support internal and external audits by providing documentation and process walkthroughs.

Mitigate financial and reputational risk by enforcing internal controls and escalation protocols.

10. Reporting &