Global I2C Process Leader
Job Summary
This role oversees the end-to-end Invoice-to-Cash (I2C) process strategy, including global design, standardization, and vendor governance. The leader acts as the primary point of accountability for service outcomes, operational performance, and continuous process improvements. The position ensures alignment between business stakeholder priorities and I2C service delivery across all geographies.
Responsibilities
- Manage end-to-end I2C process strategy and performance
- Govern BPO vendor relationships and SLA enforcement
- Drive continuous improvement and automation initiatives
- Act as primary business partner for financial leadership
- Oversee billing, collections, and cash application KPIs
Required Skills
- 12+ years Finance/GBS leadership experience
- Expertise in I2C KPI management (DSO, CEI)
- Experience with BPO/outsourced vendor management
- Strategic planning and process redesign proficiency
- Strong stakeholder management and communication skills
Job Details
### Position Overview
This role owns end-to-end process performance and strategy for the Invoice-to-Cash (I2C) tower, from global process design and standardization through to BPO vendor governance and business stakeholder accountability. The I2C GPL is the single point of accountability for service outcomes, process excellence, and continuous value creation across all geographies; specifically covering billing and invoice distribution, collections, cash application, risk management, and credit management activities.
### Key Responsibilities
- Serve as the primary business-facing partner for assigned functional leaders, owning a formal service cadence that translates business priorities into I2C delivery commitments.
- Own escalation accountability for I2C service gaps; ensuring billing disputes, collections issues, and cash application exceptions are surfaced, owned, and resolved.
- Govern the BPO vendor relationship, including SLA enforcement, performance reviews, and commercial discipline.
- Lead daily and weekly operating cadence to manage billing runs, collections activity, cash application, and backlog.
- Own SLA and KPI performance across I2C including billing delivery, DSO, CEI, and cash application rates.
- Forecast demand trends and align vendor staffing and capacity plans accordingly.
- Ensure execution and documentation of process controls and audit requirements.
- Build and prioritize continuous improvement pipelines, including automation and simplification.
- Partner with Process Excellence and Digital teams to deliver productivity gains.
### Qualifications & Skills
- Acts as the voice of the business inside GBS, ensuring delivery is aligned to business outcomes.
- Proven track record of earning the trust of business unit leaders by prioritizing operational needs.
- Familiarity with upstream order management and customer service processes.
- Strong operational leadership with deep expertise in I2C processes (billing, credit, collections, risk management).
- Expertise in I2C KPI management, root cause analysis, and structured escalation frameworks.
- Experience managing outsourced or hybrid retained-vendor delivery models.
- Capacity planning and workforce optimization capability.
- Experience leading automation, AI-enabled workflow, or intelligent process redesign initiatives.
- High attention to detail with strong financial and commercial acumen.
- Excellent communication, interpersonal, and strategic planning skills.
### Experience & Education
- Typically 12+ years of professional experience in Finance operations, order-to-cash, or shared services leadership.
- 7+ years of management experience.
- Bachelor's Degree in Finance, Accounting, or related discipline; Master's degree preferred.