BSIO2C Global Process Improvement Manager
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Job Title: O2C Global Process Improvement Manager
Location: Milton Keynes or London (Hybrid)
About the role:
We are hiring an O2C Global Process Improvement Manager to join BSI’s Finance Business Services function, reporting to the O2C Tower Lead.
This is a senior global role accountable for owning O2C process excellence across the organisation. You will design, standardise, and continuously improve end-to-end Order to Cash (O2C) processes to deliver measurable outcomes across client experience, cash flow, working capital, compliance, internal controls, and operational efficiency.
Working closely with the O2C GPO, O2C Managers, the O2C Client Resolution & MI Manager, ERP/IT teams, and global stakeholders, you will convert insight into structured, governed, and sustainable improvements that reduce failure demand and embed first-time-right delivery across the global operating model.
Key Responsibilities:
Own and deliver the global O2C process improvement strategy and roadmap, aligned to business priorities including cash, working capital, compliance, and efficiency.
Lead and govern a portfolio of improvement initiatives across regions and finance business services, ensuring clear scope, ownership, milestones, risks, dependencies, and measurable benefits.
Define and enforce global O2C process standards, including SOPs, control points, documentation, and governance frameworks.
Lead end-to-end process mapping (current and future state), ensuring standardisation across Billing, Credit & Collections, Cash Allocation, Master Data, and cross-functional handoffs.
Translate MI insights, recurring client issues, audit findings, and root-cause themes into prioritised, benefits-led initiatives.
Apply Lean/Six Sigma methodologies to eliminate waste, strengthen controls, and embed sustainable improvements.
Lead complex OTC/ERP-related transformation initiatives, including harmonisation, workflow optimisation, automation, and reporting enablement.
Embed robust internal controls into process design, ensuring segregation of duties, audit trails, governance documentation, and compliance alignment.
Act as the O2C SME within ERP and transformation programmes, defining and protecting end-to-end process and control requirements.
Drive change adoption through stakeholder engagement, communications, training, readiness assessments, and post-implementation monitoring.
Engage senior stakeholders across Finance, Commercial, Operations, and IT to secure alignment and drive measurable outcomes across divisions and time zones.
Provide regular updates to the O2C Tower Lead on roadmap status, risks, dependencies, and benefits realisation.
To be successful in the role, you will have:
Extensive end-to-end Order to Cash (O2C) experience across billing, disputes/query management, collections, cash application, credit notes/refunds, and master data handoffs.
Proven global process improvement track record within complex, multi-stream environments delivering measurable outcomes.
Strong ERP experience, with demonstrated ability to translate process requirements into system-enabled controls, workflow design, and reporting standards.
Experience leading ERP-related change (implementations, migrations, harmonisation, reporting enablement), embedding sustainable controls and standards.
Lean Six Sigma expertise (Green Belt minimum; Black Belt preferred) with demonstrable application of structured methodologies (DMAIC/DMADV).
Strong project leadership capability including governance, RAID management, stakeholder alignment, and benefits realisation.
Advanced Excel skills and strong analytical capability.
Strong stakeholder management and communication skills, with the ability to influence across functions without direct reporting-line authority.
5–7+ years relevant experience in O2C, finance operations, transformation, or shared services environments.
Desirable:
SAP S/4HANA experience.
Experience with workflow/case management tools and BI platforms (e.g., Power BI).
Experience working within shared services / global business services structures.
Change management certification or formal methodology exposure.
Grow your career and expand your skills and knowledge. At BSI, we offer opportunities to work across industries and across the globe. You’ll benefit from the different perspectives and experiences of your international colleagues, as well as ongoing training and development. We offer flexible working, as well as 27 days’ annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle
We’re building an organisation that meets the challenges of tomorrow. Want to grow with us?
We exist to have a positive impact. Our people influence international thinking and action on important issues. Our 86,000 customers are based in 193 countries across the globe.
Now we’re taking on society’s biggest challenges. We’re developing standards and guidelines that will help our customers get to net zero, and we’re defining the way new technologies such as AI impact all our lives.
We’re focused on our future – and we’re looking for people who want to grow with us as we take on the challenges of tomorrow. At BSI, you’ll find a workplace where everyone can flourish and thrive, where innovation is encouraged and where learning is part of your everyday. You’ll contribute to work that shapes industries and enhances lives – and you’ll take pride in what you do.
We’re looking for passionate people who want to make a difference in a purpose-led organisation. If that sounds like you, apply now. Together, we can help create a better society and a more sustainable world.
D&I Policy
The world needs fresh thinking and new perspectives to tackle its biggest challenges. It’s why, at BSI, we’re committed to creating a collaborative environment where everyone can contribute. Whatever your background, experience or outlook, here you can be your best self and do your best work.
If you have a disability or a health condition, please let us know if you need any reasonable adjustments to the recruitment process.
About Us
BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.
BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.