Job Summary:
Skill: Credit To Cash (C2C) - Delivery Manager
Experience: 10 years to 15 years
Job Location: TCS Mihan - Nagpur - SEZ
Shift: 10:30 AM to 8:30 PM
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3)
- Non-technical graduation in any stream - B.COM, M.COM or similar (Preferred)
- Should be flexible with night shifts & rotation shifts
Must have skills:
Good to have skills:
Key Responsibilities:
1. End to End Delivery Ownership
- Own and govern the complete Credit to Cash lifecycle, including credit management, billing, cash application, collections, dispute management, and month end closing.
- Ensure seamless and standardized service delivery across regions, business units, and customer portfolios.
- Maintain delivery stability while scaling operations and managing complexity.
2. Service Level & Performance Management
- Define, track, and consistently achieve SLAs, KPIs, and contractual obligations.
- Drive continuous improvement in DSO, overdue balances, dispute cycle time, and cash flow.
- Establish strong governance through scorecards, dashboards, and regular business reviews.
- Proactively identify operational risks and implement mitigation plans.
3. Leadership & People Management
- Lead a multi layered organization comprising Team Leads, Managers, and SMEs.
- Build a strong leadership pipeline through coaching, mentoring, and succession planning.
- Drive performance management, capability building, and employee engagement initiatives.
- Manage headcount planning, hiring strategy, utilization, and productivity optimization.
4. Stakeholder & Client Management
- Act as the primary senior contact for internal stakeholders and external clients.
- Manage escalations related to service issues, customer disputes, compliance, or financial risk.
- Partner with Sales, Operations, Legal, Compliance, IT, and Business Finance to resolve cross functional dependencies.
- Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with senior stakeholders.
5. Financial & Cash Flow Management
- Drive strong cash realization by enforcing robust collection strategies and credit controls.
- Support bad debt provisioning, write off governance, and risk exposure management.
- Provide analytical insights to leadership on aging trends, customer behavior, and revenue risks.
- Ensure accurate forecasting of cash inflows and operational costs.
6. Governance, Controls & Compliance
- Ensure adherence to SOX, internal controls, audit requirements, and company policies.
- Lead internal and external audits, ensuring zero defect or minimal audit observations.
- Own and continuously strengthen SOPs, RCMs, and process documentation.
- Ensure compliance with regional regulatory and statutory requirements.
7. Transitions, Migrations & Program Management
- Lead process transitions, scope expansions, an d migrations from onshore or third party vendors.
- Ensure robust transition planning, knowledge transfer, stabilization, and benefits realization.
- Manage change impacts related to new clients, system changes, or business restructuring.
- Act as the delivery owner for large transformation or integration programs.
8. Continuous Improvement & Automation
- Drive Lean, Six Sigma, and digital transformation initiatives to improve efficiency and quality.
- Identify and implement automation opportunities (RPA, AI, workflow tools).
- Reduce manual effort, rework, and dependency on tribal knowledge.
- Track benefits realization from transformation initiatives.
9. Systems & Technology Enablement
- Partner with IT to support ERP (SAP/Oracle), reporting, and collection tool enhancements.
- Lead user acceptance testing (UAT), data validation, and hypercare for system implementations.
- Ensure system controls support compliance, scalability, and operational efficiency.
10. Strategic Contribution
- Contribute to long term C2C strategy, operating model design, and roadmap development.
- Support benchmarking, best practice adoption, and maturity assessments.
- Represent C2C delivery in leadership forums and enterprise wide initiatives.
