Invoice to Cash (I2C) Global Process Leader - US Remote

Responsibilities

• Serve as the primary business-facing partner for assigned functional leaders (CFO, CAO, BU Presidents and finance 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 without the business having to chase
• Govern the BPO vendor relationship for the I2C tower, including SLA enforcement, performance reviews, and commercial discipline across billing, collections, and cash application
• 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, days sales outstanding (DSO), collection effectiveness index (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 across I2C activities
• Maintain exception management framework aligned to policy and governance standards
• Build and prioritize continuous improvement pipeline including automation and simplification within the I2C tower
• Partner with Process Excellence and Digital teams to deliver measurable productivity gains across billing, collections, and cash applications
• SPECIFIC KNOWLEDGE & SKILLS:
• Acts as the voice of the business inside GBS; owning the I2C service relationship with BU leaders and ensuring delivery is always aligned to business outcomes, not just operational metrics
• Proven track record of earning the trust of business unit CFOs and functional leaders by consistently prioritizing their operational needs within the I2C delivery model
• Familiarity with the upstream order management and customer service processes that feed I2C; with the ability to partner across tower boundaries to resolve systemic handoff issues
• Strong operational leadership with deep understanding of I2C processes; including billing and invoicing, credit management, collections, risk management, and cash application
• Expertise in I2C KPI management (DSO, CEI, billing delivery accuracy, cash application rates), root cause analysis, and structured escalation frameworks
• Experience managing outsourced or hybrid retained-vendor delivery models within an I2C or receivables context
• Capacity planning and workforce optimization capability across geographies
• Experience managing outsourced service providers in SLA-based environments
• Demonstrated experience leading or partnering on automation, AI-enabled workflow, or intelligent process redesign initiatives within a GBS or shared services environment
• Demonstrated track record of driving year-on-year productivity improvement
• High attention to detail with strong financial and commercial acumen
• Cross-functional coordination across functional groups and customer teams
• Exceptional analytical, organizational, and resource-planning abilities
• Demonstrated initiative, autonomy, and creativity in problem-solving
• Proven ability to manage multiple tasks and prioritize and execute effectively
• Excellent oral and written communication skills for effective collaboration
• Strong interpersonal skills, fostering collaborative teamwork across disciplines
• Strong planning discipline with excellent conceptual and organizational skills
• GENERAL SKILLS & COMPETENCIES:
• Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance; good conceptual skills
• Outstanding verbal and written communication skills and ability to resolve disputes effectively and efficiently
• Outstanding presentation and public speaking skills
• Mastery independent decision making, analysis and problem-solving skills
• Understand, interpret and act on financial information and external trends that contribute to business profitability
• Plan, manage and create strategy around complex projects; understand available resources, develop timeline, budget and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Mastery planning and organizational skills and techniques
• Communicate effectively with senior management and key stakeholders
• Excel

Additional Information

JOB 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. Reports to the VP, Global Business Services and owns the end-to-end operational performance for the I2C tower within GBS.

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