OTC Supervisor (BB-616EC)

Encontrado en: Neuvoo CR


Job Description

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at

The OTC Supervisor is responsible for handling a group of 2 to 3 Team Leads (Direct reports). The purpose of this position is to supervise activities relating to monitoring, reconciliation, and operational controls within the Order to Cash processes such as Order Management, billing, disputes resolution, collections, trade funds management and credit.

The Supervisor will be reporting to Service Delivery Lead and is responsible for the smooth operation of the team, setting the right expectations in terms of ensuring strong financial controls, ensuring SLA and productivity delivery, and also creating the performance appraisals for the team.

Key Responsibilities

  • Supervise task related activities in the team, proposing and implementing new methods of working to improve and simplify the OTC process.
  • Need to understand and control the entire process and ensure the other team members are following processes correctly.
  • Ensure the customer/client perspective is at the forefront of all business decisions along with being in line with the contract and the company policies. 
  • Strong process governance & reporting of metrics daily, generates and reports on Key Performance Indicators.
  • Communicate metrics and use metrics to drive processes.
  • Proactive and constant communication with management to ensure process stability and requirements compliance.
  • Analyze, interpret, and communicate valuable information to management.
  • Assist the tower Manager in the preparation of Management reports, SLAs & KPIs, KPI Analysis.
  • Knowing and following the escalation path when needed (dispute or resolution).
  • Form strong collaborative relationship with the client.
  • Maintain appropriate controls and segregation of duties in accordance with the client internal controls policies.
  • Drive continuous improvement, focusing on simplification and standardization.
  • Follow best practices with global peers and become best practice sponsor.
  • Managing cross-functional projects as well as across geographies.
  • Perform any other tasks, duties, or services requested by his/her immediate superior or to meet management needs.
  • Exercise independent judgment and discretion in handling various scenarios.
  • Responsible for developing and monthly tracking for all aspects of performance management: setting expectations, observing, coaching, counseling, and giving rewards.
  • Participate in performance management processes.
  • Clearly communicate priorities to the team and explain how to execute giving specific goals, action plans, and deliverables.
  • Performing of employee appraisals and giving the team necessary coaching.
  • Assist with the day-to-day learning structure of the team. 
  • Motivate the team and keep morale high, persuade others to achieve common goals.
  • Ensure a cordial work environment & adherence to ethics.
  • Maintain policies and procedures; continuously improve process design focusing on simplification, standardization, quality improvement and cost minimization.


    Required Experience

  • English level 80% in written and verbal communications.
  • Six -Eight years of experience working in a Shared Service Center.
  • Four-years of experience in the OTC cycle are required for this position / at least three years of leadership-management experience.
  • Finance knowledge and expertise across operations. 
  • Experience in reporting preparation.
  • Should have Advanced knowledge of ERP.
  • Intermediate to advanced Excel skills are a must. 
  • Should have the flexibility to work any shift and for long hours when required.
  • Possible Academic Background

    Graduate/post graduate degree in Finance, Administration or Accounting. Master’s Degree is a plus.

    Equal Employment Opportunity Statement

    All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

    Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

    Accenture is committed to providing veteran employment opportunities to our service men and women.

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