Senior Process Expert Bill-2-Cash
Omya · Kuala Lumpur
Order-2-Cash process design & improvement
Continuously review current Order-2-Cash process design or dedicated sub-processes and identify areas for improvement focusing on the Bill-2-Cash part
Propose and operationalize measures to optimize the process in close alignment with the OS&S Order-2-Cash delivery teams
Support process standardization and alignment across the end-2-end service scope, spanning across Omya's headquarter and Omya's business units
Order-2-Cash governance and compliance
Develop and implement compelling KPIs to ensure effective process management (steering dimensions: efficiency, compliance, quality, customer satisfaction)
Apply and maintain process standards, templates and control matrices
Establish and implement internal controls in line with Omya's Group ICS guidance and frameworks to mitigate risks and increase the level compliance in close collaboration with risk management, e.g. Controls for cross-process dependencies (e.g., pricing, credit checks, dispute resolution)
Ensure compliance with regulatory requirements and Omya’s process standards across the O2C process, focusing on Bill-2-Cash
Ensure proper maintenance of the process architecture documentation (e.g., process flow charts, etc.) and ensure further development of the process architecture during implementation
Collaborate with other functions and service lines to ensure seamless end‑to‑end customer processes with zero handoff gaps and ensure customer satisfaction
Order-2-Cash performance management and continuous improvement
Collaborate closely with Omya's internal IT department and other relevant stakeholders to support configuration decisions and digital enablers (e.g., automation, process mining).
Ensure adequate systemic implementation into process design incl. definition of all system specifications
Operationalize CI backlog measures and ensure regular tracking and maintenance of backlog items
Track and ensure customer satisfaction as agreed and predefined with the business units
Track and ensure customer inquiry and complaints resolution at agreed service levels
Operational execution
Oversee their field of responsibilities within the OS&S Process Management team and accomplish tasks in a quality and timely manner to maintain and develop the standard process model
Support Group-wide projects / initiatives and adhere to milestones in a qualitative and timely manner
Operationalize measures to improve the Order-2-Cash or respective sub-processes and introduce measures into the OS&S delivery teams
Operationalize efficient handover points between up- and downstream processes, e.g. customer master data quality
Handle exceptions and resolve process-related issues promptly
Specify and document business requirements and, if required, functional test scripts
Develop training materials as required for the process and maintain playbooks and training materials
Regular monitoring and control of process execution to avoid deviations
Support process execution to meet customer focus and satisfaction in the daily operations
The process scope for this role includes credit management, billing management, payment processing, service charging, collection & dunning, dispute management bill-2-cash and AR sub-ledger management
Education
University degree in Finance, Sales, Customer Relationship Management, Business Management, Business Administration or related field
Experience
Min. 5 years of relevant working experience in a processor function-related position and leadership responsibilities
Knowledge and skills
Proven experience with Order-2-Cash process execution or related business field
Skilled in navigating complex organizational structures and managing competing priorities within Sales, Finance, and Customer service
Deep knowledge of process modeling, service delivery frameworks & process governance
Familiarity with continuous improvement methodologies and transformation initiatives
Hands‑on experience with SAP ERP, S/4HANA preferred
Solid understanding of O2C systems such as Serrala Autobank, Salesforce, ServiceNow, and transaction workflows
Strong problem solving and root‑cause analysis skills with a bias to action
Skilled in coaching and transferring knowledge to other teams
Strong organizational skills and ability to execute
Creative and critical thinking skills
Customer oriented approach
Other requirements
Excellent command of both oral and written English is required
Good command of both oral and written additional language is beneficial
Willingness to travel up to 10-15%
POSITION SCOPE
Reporting Line(s)
Solid line(s) to: Head of process management Order-2-Cash
Performance Measures
To be detailed in alignment to respective E2E GPO performance measures
Working Relationships
Internal contacts:
Head of Process Management
Global process owner Order-2-Cash
Process experts Order-2-Cash (Order-2-Bill and Bill-2-Cash)
E2E service lines teams
E2E service lines
Business process management teams
Business
External contacts:
Regulatory bodies
Auditors
Third party providers
Digital tool suppliers
Market research institutes, e.g. for benchmarking