Director, Order to Cash Process (Client Billing) at Vitalant in Phoenix, Arizona

Job Description:

PRIMARY PURPOSE: 

The Director, Order to Cash Process will lead the definition of the enterprise process design, the service delivery model and the process roadmap for Order to Cash liaising directly with Sales, Accounting, Financial Planning & Analysis, Legal, and other relevant stakeholders in support of Vitalant’s business objectives, compliance program and complete and accurate books and records.

The role is responsible for understanding the effect of each process in the Order to Cash value steam on other functional areas (i.e., upstream and downstream dependencies must be clarified) as well as analyzing where bottlenecks and leakages occur and determining which metrics to measure and improve to achieve the desired outcomes.  This position develops a diagnostic of the end-to-end Order to Cash process to provide a clear view into the problem and enabled a more efficient process design.  The individual in this role will deliver business outcomes by motivating, developing and coaching staff executing at the transactional level while partnering with Finance, Sales, Accounting, and other functions to ensure program/project success. This position creates constant and reliable measures/KPIs to benchmark and optimize performance on an ongoing basis, drives standardization and transformation, determines how to fulfill customer requirements, and ensures that the end-to-end process delivers on its goals of business process optimization.

DUTIES AND RESPONSIBILITIES:

Performs all assigned duties in compliance with internal SOPs and external regulations.  Brings compliance issues to the attention of management.

Assures quality customer service to all customers.

Hires, supervises, mentors, trains, develops, and evaluates performance of assigned staff. Identifies and effectively resolves employee issues.

Define enterprise process design, the service delivery model and the process roadmap for the Order to Cash process.

Own end-to-end detailed processes delivery, including how the process should be operated with regards to people, process and technology, looking broadly to design one enterprise standard.

Accountable for designing the processes delivered by 3rd party providers in order to meet the agreed outcomes.

Own the process-specific service performance management; review metrics and manage performance against agreed targets holding the service provider accountable for delivery to the agreed metrics.

Ensure processes are clearly documented including a process design, operating procedures, governance, templates, policies and training materials.

Oversees the development and delivery of training and support materials for the order to cash process.

Ensures compliance to internal and external policies, regulations and laws within the Order to Cash process.

Update Policies & Procedures to reflect any process and ensure delivery is conducted aligned with Vitalant’s procedures.

Accountable for identifying and delivering continuous improvement opportunities that transform and streamline the end-to-end Order to Cash processes and drive efficiencies and/or higher performance levels.

Develop process expertise in the organization; promote the identification of process opportunities or improvement possibilities and generate innovation within the service lines.

Work to understand the root cause of service issues in order to resolve process related escalations and identify continuous improvement and transformation opportunities from a delivery/service perspective.

Identify process technology requirements and drive a simplified yet effective Technology landscape with the support of IT.

Draw on the external industry practice and latest third party/supplier thinking; compare Vitalant performance with external industry benchmarks to understand where opportunities exist.

Monitor and track effects of continuous improvement initiatives to ensure benefits are being realized.

Partner with Sales and other Leaders to understand requirements and priorities impacting the Order to Cash process.

Develop Voice of the Customer Surveys and distribute as needed to key stakeholders.

Act as the Champion for major investments and improvement initiatives in the process, communicating changes with relevant stakeholders.

Manage/coordinate strategic projects, both independently and in partnership with the other functions, working with, and occasionally directing the efforts of vendors and consultants; at least initially, projects likely will focus on the exploration of existing or emerging technologies that both enhance Vitalant’s ongoing reviews and promote operational efficiencies.

Interfaces with internal customers to read out on services provided, understand concerns and identify opportunities to improve the service.

 

REQUIREMENTS:

Knowledge/Education

Bachelor’s degree required.

MBA preferred.

Licenses/Certifications

None

Experience

Eight years of related experience required.

Five years of leadership required.

Experience managing national processes and teams in a shared service environment preferred.

Experience with project management and system redesign preferred.

Experience with process and org re-design preferred.

Skills/Abilities

Must possess the skills and abilities to successfully perform all assigned duties and responsibilities. 

Proven ability to motivate and develop team members.

Exhibit the ability to dive deep into processes that have material impact on the most critical business outcomes for Order to Cash.

Must be able to maintain confidentiality. 

Demonstrated ability to work in a team environment that requires quick turnaround and quality output.

Ability to see broadly and understand strategic changes and effectively translate that into necessary process or technology changes needed to support the needs of the business.

Highly effective communication, relationship building, presentation and interpersonal skills.

Strong leadership, customer service and organizational skills.

Self-directed, self-motivated leader.

Ability to prioritize and manage multiple tasks and assignments.

Expert computer knowledge including P2P systems as well as Excel, PowerPoint, SharePoint, and Oracle.