Customer Service Manager - Order to Cash, AR & Order Management

Main accountabilities:

• Leadership and Team Management: Provides leadership, oversight, guidance and mentoring to Team Leads in making independent decisions that have major day-to-day impact in specific areas of responsibility; allocates resources and responsibilities across team members to deliver business results and develop team members.
• People Processes and Continuous Improvement: Ensures consistent application of human resource processes, including career development, salary review, resourcing and performance management; initiates and promotes continuous improvement programs across sphere of influence.
• Compliance and Risk Reporting: Maintains contractual and regulatory compliance by correctly interpreting and applying requirements, regulations and standards; ensures Team Leads and Associates understand them; reports suspected or confirmed issues in a timely manner to the Compliance Department and Account Leadership, and reports known or suspected data breaches or fraud to the Compliance Department on the day of discovery.
• Business Delivery and Planning: Working with Operations Leads, is accountable for results to both Accenture and the client; owns medium-term planning, objective setting, and development of new procedures and reporting; acts as an effective stand-in for the immediate manager on operational direction when required; provides business-focused solutions within time and cost constraints and communicates strategy, initiatives, plans and performance metrics across the area of responsibility.
• Client Relationships and Escalations: Develops and manages key internal and external client relationships, including where none previously existed, applying business and industry acumen; owns end-to-end resolution of customer and client issues, escalations and queries, staying engaged with client stakeholders through regular communication, status updates and service reviews until fully resolved; may participate in business development opportunities and communicate them to senior management.
• SLAs and Value Commitments: Accountable for meeting agreed cycle time targets and SLAs, and for delivering the value commitments of the engagement (e.g., productivity, cost savings, quality, and cash and customer experience outcomes), tracking and reporting performance against them.
• Order to Cash Process Awareness (Order Management and AR): Maintains working knowledge of the Order to Cash processes the team supports, including order management (intake and validation, booking, amendments, cancellations, order-to-billing handoff, holds and credit-related order blocks) and accounts receivable (collections and aging, cash application and unapplied cash, credit limits and holds, disputes and deductions), so the Customer Service team can effectively handle issues raised by customers and internal stakeholders who face challenges in these processes; ensures the team can explain status, set accurate expectations and route complex or high-value cases, payment queries, disputes and credit issues to the process owners, feeding recurring root causes back to drive preventive action.

Qualifications:

• University degree or equivalent, preferably Business degree holder
• At least 7 years relevant work experience in Customer Service + Service Delivery; 5 years supervisory experience
• Domain experience in both Order Management and Accounts Receivable / Collections within an Order to Cash operation
• Accurate, efficient and organized within daily responsibilities
• Adaptable to learn new processes, concepts, and skills
• Demonstrates the ability to work as part of a team
• Written and spoken ability to communicate in English for Accenture interaction
• Microsoft Office skills / Advantage of having google stack skills
• A good team player and be able to communicate easily with Accenture, Client and third parties staff at all levels
• Experience in Order Management, including order entry and validation, order amendments, order status tracking, and resolution of order-related customer inquiries.
• Experience in Billing, including invoice generation and validation, billing adjustments, and resolution of billing discrepancies and customer disputes.
• Experience in Accounts Receivable (AR)-Collections, including aging analysis, overdue account follow-up, payment commitments, dispute resolution, and customer account reconciliation.
• Experience in Cash Application, including receipt posting, payment allocation, remittance matching, unapplied cash resolution, and reconciliation of customer payments.
• Experience in Credit Management, including customer credit assessment, credit limit reviews, credit hold resolution, and monitoring of credit exposure in accordance with established policies.
• Experience in end-to-end Order-to-Cash (O2C), covering order management, billing, collections, cash application, and credit management, with the domain knowledge needed to drive process improvements and deliver measurable business outcomes.
• Working knowledge of AR performance metrics (DSO, past-due, aging, bad debt) and Order Management KPIs (order accuracy, order cycle time, backlog aging, first-time-right), with the ability to analyze trends and present results and recommendations to senior stakeholders.
• Understanding of internal controls, audit and SOX requirements applicable to Order Management and AR, including account reconciliations and month-end close.

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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