Operational Excellence Leader

The Role:

We are seeking a highly motivated and experienced leader to manage and drive operations across the Pakistan market-region. As a Lead Order to Cash Service Delivery, you will be responsible for leading a team of professionals in managing billing processes, monitoring service level agreements (SLAs) and key performance indicators (KPIs), championing operational excellence through standardization and automation initiatives, and driving functional governance.

This is an excellent opportunity to lead a dynamic team and contribute to the strategic growth of our O2C operations in Pakistan. You will work closely with commercial teams, support centers, and in-country teams to ensure the efficient execution, monitoring, and reporting of billing processes across Pakistan.

Key Responsibilities:

• Lead a team responsible for managing billing processes across Pakistan.
• Monitor and ensure SLAs and KPIs 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.

Additional Responsibilities:

Reporting to the APAC-EU Order to Cash Regional Process Owner (RPO), this position will work closely with various stakeholders to ensure 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.

Requirements:

• >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 ability 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 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.

Your Playfield:

• We operate 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.