Business Process Expert - Order-to-Cash

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We offer business consulting, technology and engineering solutions and end-to-end transformative business process management services to some of the world's most iconic brands.
As part of a large-scale global transformation, a world-leading FMCG company has partnered with Infosys to redesign and elevate its Global Business Services (GBS) to world-class standards. To support this journey, we are seeking a Business Process Expert (BPE) - Order-to-Cash (O2C) who will serve as the definitive source of knowledge, techniques, and functional expertise for the entire end-to-end O2C lifecycle across GBS and will play a critical role in improving processes and ensuring operational excellence in our Bucharest delivery center. This is your chance for a 'once in a lifetime' career experience, playing a part in the creation of a fully independent, new FMCG company and a greenfield GBS organization.

The role focuses on designing, optimizing, and standardizing O2C processes, acting as the primary resource for troubleshooting, detailed process documentation, and the expert application of specialized tools. The BPE bridges the gap between high-level process design and daily execution, ensuring that Order Management, Customer Service, Credit, and Accounts Receivables function as a seamless, integrated ecosystem within the ERP and CRM environments.

• End-to-End Process Leadership: Act as the primary technical point of contact for queries across the full O2C lifecycle, providing expert guidance on Order Entry, Fulfilment, Customer Service, Credit Management, Cash Applications, and Dispute Management;
• Operational Excellence & Troubleshooting: Resolve complex, escalated issues-such as order bottlenecks, pricing discrepancies, or failed automated allocations-ensuring minimal disruption to the supply chain and financial operations;
• Detailed Process Documentation: Create and maintain granular SOPs, Work Instructions, and operational playbooks that cover both front-end (Order/Customer Service) and back-end (Finance/Collections) activities;
• System & Tool Mastery: Serve as the "Super-User" for the O2C tech stack; providing hands-on support and training for Salesforce (CRM), SAP S/4HANA, SAP-FSCM, and Serrala to maximize system efficiency and automation;
• Knowledge Transfer & Training: Lead technical onboarding for new hires and conduct cross-functional training to ensure team members understand how upstream order decisions impact downstream financial health;
• Root Cause Analysis: Perform deep-dive analysis on recurring process failures, such as high order-rejection rates, delivery delays, or unapplied cash, and recommend technical or procedural fixes to the GPOs;
• Data Validation & Integrity: Maintain the accuracy of customer master data, pricing files, and the financial sub-ledger, ensuring that data flows correctly from Salesforce into SAP S/4HANA;
• Continuous Improvement Support: Partner with the BPOs and SMEs to test and implement automation (RPA), new Salesforce features, or Serrala enhancements, providing feedback on how these changes affect the daily operational workflow;
• Compliance & Audit Execution: Perform first-level checks on internal controls and SOX requirements, ensuring that order approvals, credit limits, and write-offs follow established governance;
• Stakeholder Coordination: Act as a technical liaison between Sales, Supply Chain, Finance, and IT to resolve cross-departmental hurdles and ensure alignment during month-end closing or system deployments;

• University degree preferably in Business Administration, Finance, Supply Chain, or related fields.
• 10+ years of experience in Order-to-Cash, with a proven track record as a Senior Executive in a complex and high-volume environment;
• Hands-on expertise in Salesforce, SAP S/4HANA, SAP-FSCM, and Serrala;
• Deep functional understanding of the integration between Order Management (entry/fulfilment) and Financial workstreams (Credit/Collections);
• Demonstrated ability to translate complex business requirements into clear, actionable technical process steps;
• Strong analytical skills with the ability to map data flows between CRM and ERP systems to identify and resolve discrepancies;
• Experience in a Global Business Services (GBS) or shared services environment is highly preferred;
• Excellent communication skills, with the ability to bridge the gap between technical IT requirements and business-facing customer service needs.

• O2C domain expertise
• Analytical Thinking
• Strategic Vision
• Communication Skills
• Problem Solving
• Collaboration
• Leadership

• Adaptability

• Long-term and stable cooperation;
• Benefit platform;
• Organized training sessions during the first weeks and further upskilling courses (online, with our experts);
• 22 paid vacation days in the first year plus 2 more paid vacation days starting with the second year;
• Modern, cozy and central location in Bucharest;