Manager OTC Operations - Indirect

Manager – Order to Cash (OTC) Operations – Indirect

WFO -5pm to 2am/6pm to 3am

Bangalore

Role Summary

The Manager – OTC Operations (Indirect) is responsible for leading and overseeing the end-to-end Order-to-Cash (OTC) operations for indirect customers, including channel partners, distributors, and resellers. The role is accountable for ensuring operational excellence across order management, billing support, accounts receivable, cash application, collections, dispute management, and customer account maintenance. This position partners closely with Sales, Finance, Revenue Operations, Customer Success, and other cross-functional teams to optimize cash flow, enhance customer experience, drive process improvements, and ensure compliance with organizational policies and financial controls.

Key Responsibilities

Order-to-Cash Operations

• Lead and manage end-to-end OTC operations for indirect customers, distributors, resellers, and channel partners.
• Oversee order management, billing support, accounts receivable, cash application, collections, dispute resolution, and customer master data maintenance.
• Ensure timely and accurate execution of all OTC processes while maintaining high service quality and operational efficiency.
  

• Monitor and improve key OTC performance metrics, including:
• Collections effectiveness
• Accounts Receivable (AR) aging
• Cash application accuracy
• Billing accuracy
• Dispute resolution turnaround time
• Backlog management
• SLA adherence
• Identify operational risks and implement corrective actions to improve working capital and cash flow.
  

• Lead credit management activities for indirect customers by conducting credit reviews and monitoring payment behaviors.
• Govern payment terms and collection strategies to minimize bad debt exposure.
• Oversee account reconciliations and resolve deductions, chargebacks, payment discrepancies, and customer disputes.
  

• Partner with Sales, Partner Operations, Customer Success, Revenue Operations, Finance, and other business stakeholders to resolve complex customer issues and operational challenges.
• Support partner programs, customer escalations, and commercial initiatives while ensuring compliance with contractual obligations.
  

• Lead, mentor, and develop the OTC Operations team through effective performance management, coaching, and career development.
• Drive workforce planning, capability building, succession planning, and employee engagement initiatives.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
  

• Ensure compliance with internal financial controls, accounting policies, statutory requirements, and SOX controls (where applicable).
• Maintain audit readiness through proper documentation, process governance, and adherence to compliance standards.
• Drive process consistency across all OTC activities.
  

• Lead business transformation initiatives focused on process optimization, standardization, automation, and system enhancements.
• Identify opportunities to improve operational scalability, efficiency, customer experience, and overall business performance.
• Support ERP implementations, reporting enhancements, and digital transformation initiatives.
  

• Develop and present operational dashboards and leadership reports highlighting:
• OTC performance trends
• Working capital metrics
• Customer payment behavior
• Operational risks
• Transformation outcomes
• Provide actionable insights and recommendations to support strategic decision-making.
  

• Bachelor's degree in Finance, Accounting, Business Administration, Commerce, or a related field.
• MBA or professional certifications (CPA, CMA, Six Sigma, Lean, etc.) are preferred.
  

• 8–12 years of experience in Order-to-Cash (OTC), Accounts Receivable, Credit & Collections, Finance Operations, or Shared Services.
• Minimum 3–5 years of people management experience leading OTC or Finance Operations teams.
• Experience managing indirect customers, channel partners, distributors, or reseller operations is highly preferred.
• Experience working in global or shared services environments is an advantage.
• Hands-on experience working with Salesforce.com and Zuora platforms, including order management, customer account maintenance, billing, subscription lifecycle management, and OTC process integration, is strongly preferred.
• Excellent verbal and written communication skills in English, with the ability to effectively present information, influence stakeholders, lead cross-functional discussions, and manage customer and partner interactions in a global business environment.