Vendor Operations Manager
3 weeks ago
Team Introduction
The Finance Accounts Receivable team is in charge of the full Order to Cash (OTC) process, from credit risk assessment to contract review, payment terms assignment, billing queries and adjustments (including rebates and incentives), account suspensions and re-activations, overdue management and reduction, amicable collection and legal action, bad debt accruals, and write-offs. ResponsibilitiesWe are looking for a senior service delivery role to lead a diverse team of service workforce that focuses on supporting our customers and internal stakeholders through the entire Order to Cash (O2C) cycle. - Lead delivery and outsourcing efforts for our global Order to Cash (O2C) operations - Oversee all service delivery processes to ensure strong governance, standard metrics reporting, and project management/planning with respect to O2C vendor-related projects- Define success metrics and manage vendor's KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved- Main point of contact and facilitates resolution for first level service escalations- Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams, keeping the SoPs updated at all times- Measures Service Provider service quality and core metrics against SLA Lead cadenced operational reviews with vendor and process area and ensure consistent operational reporting- Drive business reviews (MBR, QBR) and governance, challenge status quo, identify opportunities & initiatives to optimize workflows, enhance quality of service and drive continuous improvement in partnership with the vendors & internal functional owner/s- Identify training needs and work with all functional teams to deploy training for TikTok's BPO tier 1- Implement best practices, set up processes and policies to cover all O2C processes and make sure service policies are in line with each region's customer demand and regulations- Develop and implement contingency plans and/or corrective actionsMinimum Qualifications: - Bachelor's degree or above in Finance/Accounting/Business Administration or any related discipline. - Minimum 5 yrs of experience in service management, finance service delivery, or Order to Cash (OTC) service operations. - Solid understanding of financial management and reporting with experience working with outsourced global providers and BPO vendors. - Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.- Proven ability to work across functional and geographic boundaries. Preferred Qualifications: - Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.- Ability to work in a fast-paced and complex global environment, including substantial flexibility to accommodate working hours in multiple regions. - Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned activities, while managing complexity and ambiguity.
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