EMEA QTC Process Lead, Customer Finance (maternity cover)

Job Description Summary

In this pivotal role, the successful candidate will be responsible for defining the optimal business process to deliver our QTC strategy for collections, credit management and cash applications. This role ensures that customer finance processes are effectively designed, managed and cash flow is optimized for all business process transactions, reporting, and analytics.

Job Description

The Global Business Services (GBS) team helps drive BD forward by seeking out and implementing innovative ways to operate effectively and efficiently. We are seeking a dynamic and innovative EMEA QTC Process Lead, Customer Finance (maternity cover) for our Quote-to-Cash service line, reporting to the E2E Process Lead, Quote-to-Cash, EMEA. In this pivotal role, the successful candidate will be responsible for defining the optimal business process to deliver our QTC strategy for collections, credit management and cash applications. This role ensures that customer finance processes are effectively designed, managed and cash flow is optimized for all business process transactions, reporting, and analytics.

Key Responsibilities:

• Oversee and own the end-to-end customer finance process within the Quote-to-Cash (QtC) function, providing strategic direction and governance while ensuring consistent execution.
• Own and maintain the process improvement roadmap, identifying opportunities for simplification, standardization, automation, and digitization. Prioritize CI initiatives in line with business strategy, customer impact, risk and oversee execution through cross-functional collaboration.
• Define, monitor, and review key process KPIs, SLAs, and control metrics to assess performance, efficiency, and compliance.
• Lead root-cause analysis for recurring or critical issues and coordinate resolution with operational teams and stakeholders to prevent reoccurrence.
• Partner closely with Finance, Commercial, Customer Service, IT and Legal to ensure seamless process integration. Act as a key escalation point and facilitator to align priorities, resolve cross-process issues, and drive decision-making.
• Establish and maintain robust process governance, ensuring adherence to internal policies, regulatory requirements, and audit standards. Oversee control design and effectiveness, and ensure corrective actions are implemented and sustained.
• Ensure that end-to-end process documentation, SOPs, and controls are accurate, up to date, and consistently applied. Oversee training and knowledge-transfer frameworks to enable process understanding, sustainability, and continuity across regions and teams.
• Stay updated of industry best practices and emerging trends, translating them into actionable enhancements within the QtC customer service model.

• Strong understanding of credit policies, risk assessment, and collections strategies.
• Strong ability to analyze data, identify trends, and excellent problem-solving skills.
• Strong communication and interpersonal skills.
• Demonstrated leadership and team management capabilities in a matrixed organization.
• Proficiency in project management methodologies and tools.
• Strong familiarity with ERP systems (e.g., SAP, Oracle) and other financial tools and technologies.
• High level of attention to detail to ensure pricing accuracy and compliance.

• A minimum of a bachelor's degree in finance, Accounting, Business Administration, or a related field is required.
• A master's degree or relevant professional certifications in credit management, finance, or project management are highly desirable.
• 5-7 years of experience in customer finance management, with a focus on processes and customer interactions.
• Proven track record of managing and optimizing customer finance processes in a global or large-scale organization.