Order to Cash Regional Service Delivery Lead, Global Business Services - Inspiring Vet Care

About the role

Order to Cash Regional Service Delivery Lead, Global Business Services At IVC Evidensia, we are a leading veterinary services provider in Europe and North America with more than 2,500 clinics and hospitals across 19 countries and around 42,000 employees. We aim to have an extraordinary impact on animal lives, supporting in the region of 25,000 animals every single day across our international network. IVC Evidensia exists to champion the long-term health and welfare of animals and deliver our purpose of Healthy Animals, Happy Owners. As the GBS Order to Cash Regional Service Delivery Lead you will be responsible for ensuring service delivery through our outsourced business partner, Genpact. This role will be required to build & maintain relationships with the Genpact Banking & Takings teams, monitoring and challenging performance across the Order to Cash function. Leading daily calls and acting as SPOC in the GBS team, the role will be the point of escalation for queries and will work with the Genpact team to review processes, streamlining and ensuring consistent, smart and efficient ways of working. The role will be partnered with the Genpact teams, ensuring BAU activities are maintained, and Genpact meet expectations from a performance (KPI's), efficiency, accuracy and reconciliations perspective. In addition, the role will work with the Order to Cash Global Process Owner to maintain alignment with our business goals. You will also partner with our other Genpact colleagues (in both P2P and RTR functions) and the in-country teams, ensuring that delivery of our OTC operations meet expected outcomes. You will implement best practices and support global standardisation of OTC policies and procedures while focusing on stakeholder engagement. This role has a strong focus on communication across the function and across IVC to ensure collaboration and delivery. This role will set goals and targets for the Genpact team, conduct reviews and ensure our colleagues have the right tools and processes to deliver excellence in the Order to Cash function. IVC Evidensia are going through an exciting period of significant change, and you will need to embrace and drive that change. This role requires a combination of strong relationship management skills, leadership skills, knowledge of OTC practices, procedures and technology, the ability to navigate complex balance sheet processes and procedures, as well as the ability to collaborate with cross-functional teams and stakeholders in a rapidly evolving organisation. Key Accountabilities/Responsibilities: Oversee all OTC operational activities from a performance (KPI's), efficiency and accuracy perspective ensuring accurate and timely management of GBS OTC activities for your region. Accountability for the Order to Cash outsource provider performance for your region. Establish and maintain strong relationships with all stakeholders. Lead daily/ weekly/ monthly meetings with both Genpact colleagues and local finance teams/ key stakeholders to drive performance. Set and manage targets within your region to ensure compliance with global processes and policies. Ensure compliance with global group policies, regulations and reporting requirements in each country within your region. Drive process improvements to enhance efficiency, accuracy, and scalability of balance sheet reporting. Collaborate with cross-functional team leads, including GPO, finance, legal, and IT, to streamline month end close processes and data integration. Assist with the development of and monitor key performance indicators (KPIs) and metrics to assess month end reporting performance and ensure service level agreements (SLAs) are met. Manage audit requests from both external & internal auditors, tax authorities, and other stakeholders for audits and compliance checks in collaboration with our GBS Statutory Accounting & Audit Lead as required. Experience/Qualifications: Qualified Accountant or QBE (CPA, ACCA, CIMA), preferred but not essential Minimum of 4+ years of progressive accounting experience in a global finance environment. Proven track record of effective communication and a strong behavioural profile in an OTC function, including working with external partners. Proven track record managing and reconciling large ledgers, taking full ownership and responsibility for ensuring there are no build-up of backlogs. Ability to influence our outsourced team and other stakeholders across the business, including our in-country colleagues. Knowledge across the full OTC process, including but not limited to month end close, tax and treasury. Extensive experience in managing relationships within a finance reporting environment. Strong leadership people management skills, with the ability to lead and motivate a diverse team. Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels. Strong analytical skills to assess finance data and identify trends to he