Role/Skill: Credit To Cash (C2C) - Delivery Manager
Location: Nagpur
Experience: 10 to 15 years
Skill Set: Stakeholder Management; Transformation projects
Shift: 10:30 AM to 8:30 PM
Band: BPO5/6
Salary: Up to 20 LPA

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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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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