Lead O2C Service Delivery

Company Description

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description
The pandas have embarked on an inspiring journey to serve "Meal for Every Table." This adventure began in the bustling hub of our Delivery Heroes, Vendor Partners, Suppliers, Pandamarts, and Passionate Homechefs, all united by the dream of delivering joy through delicious food & more. Together, our pandas face challenges, bring innovations, and with unwavering determination and heart, they strive to deliver Meal for Every Table.

Join us on our journey as we aim to connect with 25% of Pakistan's population, delivering more than just meals, uplifting lives, and driving positive transformation throughout the nation. Come onboard as a Lead O2C Service Delivery and play your part in the Finance Domain.

On this journey, you will report to Head, O2C (APAC).

We are seeking a highly motivated Order to Cash Service Delivery Lead to manage and drive operations across the Pakistan market-region. This role will be based in Karachi, Pakistan.

This role offers an excellent opportunity to lead a dynamic team and contribute to the strategic growth of our O2C operations in Pakistan.

Your Responsibilities will include:

• Lead a team responsible for managing billing processes across Pakistan.
• Monitor and ensure Service Level Agreements (SLAs) and OKRs are consistently met, both for internal teams and outsourced providers (where applicable).
• Champion operational excellence through standardization and automation initiatives, enhancing customer satisfaction.
• Oversee the onboarding and integration of new markets or processes into the Shared Service Centre.
• Drive functional governance, including SLA/KPI performance tracking, issue resolution, and project prioritization.
• Provide stakeholders with timely reports and analyses to facilitate strategic decision-making.

Additional Responsibilities:
Reporting to the APAC-EU Order to Cash Regional Process Owner (RPO), this position will work closely with commercial teams, support centers, and in-country teams. The Service Delivery Lead will be responsible for ensuring the efficient execution, monitoring, and reporting of billing processes across Pakistan. A key focus will be identifying operational improvements and collaborating with the Transformation and IT teams to implement automation initiatives.

Core Deliverables:

• Ensure vendors and restaurants are paid accurately and on time, in line with SLAs or contractual terms.
• Maintain effective communication and coordination with all relevant stakeholders.
• Provide monthly reporting and insights to support in-country teams.
• Build and manage a high-performing service delivery team.
• Research, track, and resolve billing issues promptly.
• Ensure invoice accuracy by verifying master data and reviewing revenue recognition journals that impact regional financials and payments (if applicable).
• Continuously improve billing processes, ensuring SLAs are met, and escalate issues for timely prioritization.
• Manage the governance process with stakeholders through regular business reviews (weekly, monthly, quarterly).
• Support the onboarding of new countries into the regional office.
• Other duties as assigned by the RPO.

Qualifications

Your role in this journey requires the following:

• >8 years or more of relevant accounting and operations experience, with a degree in Accounting, Business Administration, or Finance.
• 8-10 years of experience leading a team of 3-10 FTEs.
• Experience in either SAP or Oracle ERP systems for Billing.
• Familiar with Salesforce (CRM) and integration with ERP systems.
• Strong analytical skills and is able to foresee potential problems arising from either up or downstream.
• Knowledge of (or experience in) tech/startup industry, entrepreneurial, and or fast-paced environments preferred.
• Proficient with Google Suite and Microsoft applications for analysis and reporting.
• Process-oriented with an understanding of both financial, operational and audit controls.
• Comfortable working in a fast-paced environment with tight deadlines.
• Experience with SQL or if not, an aptitude to learn.
• Familiar with IFRS revenue recognition principles.
• Demonstrated project management experience and the ability to work cross-functionally.
• A creative mindset and a willingness to question assumptions and conventional wisdom. Solving problems via infrastructure and automation is part of your DNA.
• Fluency in English, along with excellent communication and interpersonal skills.

What does your playfield look like?

• We work in a flexible but fast paced environment.
• We start and end with customers to deliver exceptional service.
• We love to innovate, prioritize, decide, and deliver.
• We love what we do, and we don't rest until our targets are achieved. So if you're also someone who is driven until the dream is achieved, come join us.