Manager, Order to Cash; OTC) Portfolio Management

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Owns the end-to-end health and performance of an assigned portfolio of customers across the Order-to-Cash lifecycle, ensuring delivery of a best-in-class customer experience while driving strong financial outcomes.

This role is accountable for monitoring customer performance, identifying risks and opportunities, and driving cross-functional resolution to improve order accuracy, reduce deductions, and optimize cash flow. The OTC Portfolio Manager partners closely with Sales, customers, and internal functions to ensure alignment to commercial terms and delivery of consistent, high-quality service.

• Improves customer experience and service reliability across the OTC lifecycle
• Drives reduction in deductions and dispute volumes
• Enhances order accuracy and billing quality
• Supports improvement in working capital performance (DSO, past due, cash application)
• Enables proactive identification of risks and opportunities at the customer level
• Strengthens alignment between Sales, customers, and operations
• Own the end-to-end performance of an assigned portfolio of customers
• Monitor key performance metrics across the OTC lifecycle, including:
• Order accuracy
• Deduction trends
• Cash application and unapplied cash
• Ensure adherence to contractual terms and service expectations

• Conduct regular, holistic customer reviews to assess:
• Performance trends
• Risks and issues
• Opportunities for improvement
• Present actionable insights and recommendations to internal stakeholders
• Act as the primary point of contact for portfolio-related OTC performance

• Proactively identify issues impacting customer performance across:
• Order management
• Deductions
• Cash application
• Coordinate cross-functional resolution with:
• Order Management
• Billing and Pricing
• AR / Credit
• Supply Chain
• Process & System Integration Managers
• Escalate critical issues and ensure timely resolution

• Identify recurring issues and systemic drivers impacting customer performance
• Partner with Process & System Integration Managers to diagnose root causes across systems and processes
• Collaborate with Controls, Data & Billing Integrity team to address data and control gaps
• Drive sustainable solutions that prevent reoccurrence

• Partner with Sales and Commercial teams to ensure alignment on:
• Terms of sale
• Engage directly with customers as needed to address performance issues and improve service delivery
• Provide insights to support customer negotiations and relationship management

• Track and report key portfolio-level metrics, including:
• DSO and past due balances
• Deduction volume and trends
• Billing accuracy impacts
• Cash on account / unapplied cash
• Translate insights into actions that improve customer and financial outcomes

• Bachelor’s degree in Business, Finance, or related field
• 5–8+ years of experience in OTC, AR, Customer Operations, or related field
• Strong understanding of end-to-end Order-to-Cash processes
• Experience working in a cross-functional, matrixed environment
• Strong analytical and problem-solving skills

• Experience in Shared Services / GBS environment
• Exposure to BPO or outsourced operations
• Experience working directly with Sales or customers
• Knowledge of ERP systems (SAP preferred)

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