About the Role

The Requests, Claims and Disputes Global Process Lead serves as the gatekeeper for their domain, collaborating closely with other Global Process Leads, local teams, and hub teams. As a key member of the Service Line governance, you will define and monitor KPIs on the path to excellence.

A critical aspect of this position is the continuous pursuit of simplification through process automation and standardization, leveraging state-of-the-art technologies and innovation (SaaS solutions, Artificial Intelligence, Business Process modelling, Process Mining).

Key ResponsibilitiesProcess Governance & OptimizationEnsure consistent adoption of optimized processes across all regions & business unitsContinuously improve process efficiency, promote best practices and performance mindsetFoster enhanced user experience while maintaining complianceSupport core model implementation and change management, particularly in bundling activities in regional hubsSupport automation of daily requests, claims, and disputes activities by leveraging new digital technologies (Salesforce & S4/HANA)
Strategic LeadershipDeliver global projects in your functional area to improve process efficiency and effectivenessManage the portfolio of continuous improvement initiatives across regions & global delivery centres
 Core Model ManagementOwn specific processes of the O2C Core Model in the Claims & Dispute Management areaManage claims and requests from customers or neighboring functions through various communication channelsRegister, document & assign claims according to the global classification matrixEnsure dispute & deductions oversight and communication to CI2CDesign, maintain and improve Core Model processes in collaboration with Regional Continuous Improvement LeadReview/approve/reject exceptions and change requests to the Core ModelEnsure comprehensive documentation of processes at all levels

Innovation & Continuous ImprovementMonitor external market for new ideas and solutionsPropose next-generation processes and solutionsSelect and implement relevant technology to increase automation and improve outcomes
 Project ManagementDeliver cross-regional projects, particularly technology implementationsOwn business cases for relevant projects including implementation impact within iO2C P&LSupport neighboring functions' projects impacting the Service LineDrive Global Projects Steering Committee and provide direction to project teams
 Stakeholder ManagementProactively manage relationships with neighbouring functionsEnsure O2C Core Model components are well understood for effective implementationDevelop strong relationships with regional heads and global delivery centersCollaborate with other Business Operations teams to maximize project successProvide process expertise to Global Delivery Centers and RegionsExchange best practices with iO2C peers in other companiesQualificationsExperience & Knowledge10-15 years of process knowledge in Order to Cash, specifically in claims & disputes managementSound understanding of O2C end-to-end process and interdependencies with other organizationsUnderstanding of O2C impacts & levers in improving KPIs like resolution lead time, automation, DSO & overduesExperience working in a Global Business Services environment (desirable)Good understanding of digital solutions and aptitude for new technologies (Salesforce, AI, Virtual agents, SAP)Skills & CompetenciesStrong analytical skills & ability to redefine end-to-end processesExcellent project management capabilities including business case development, planning, and executionEffective collaboration skills across different geographies, languages, cultures, and business maturity levelsAdvanced interpersonal and communication skills with ability to present at executive levelsChange management expertise with strong problem-solving and prioritization abilitiesLanguages: Fluency in English mandatory; French or other European languages desirable

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