C2C Collections Process Expert

Process Leader / Senior Analyst / SME - Finance Operations

The Senior Analyst / Subject Matter Expert (SME) is responsible for delivering high-quality finance operations services while acting as a key point of contact for the client and internal stakeholders. This role requires strong functional expertise across Record-to-Report (RTR), Order-to-Cash (OTC), and Internal Controls & Compliance processes, ensuring operational excellence, risk mitigation, process standardization, and continuous improvement.

Depending on business requirements, the role may include coaching, mentoring, and coordinating the work of junior team members, while providing functional guidance and supporting strategic initiatives, transitions, and transformation projects

Key Responsibilities

Client & Stakeholder Management

• Serve as a primary point of contact for assigned client engagements.
• Build and maintain strong relationships with client teams and internal stakeholders.
• Lead operational discussions, issue resolution, and process reviews.
• Provide recommendations to improve business processes, controls, and service delivery.
• Support governance meetings and ensure achievement of agreed KPIs and SLAs.

Record-to-Report (RTR)

• Perform and oversee accounting activities in compliance with corporate policies and accounting standards.
• Support General Ledger activities, month-end and year-end closing processes.
• Manage cash and bank accounting activities, including reconciliations and issue resolution.
• Perform account reconciliations and ensure adequate supporting documentation.
• Support tax-related activities, ensuring timely reporting and compliance with local requirements.
• Analyze financial transactions and identify discrepancies, risks, or improvement opportunities.

Order-to-Cash (OTC)

• Support end-to-end OTC operations, ensuring timely and accurate processing.
• Manage collection activities and drive reduction of overdue balances.
• Perform cash application activities, including investigation and resolution of unidentified or unapplied cash.
• Review customer contracts and commercial agreements to ensure compliance with billing, invoicing, revenue recognition, and collection requirements.
• Collaborate with Sales, Customer Service, Legal, and Finance teams to resolve operational and contractual issues.
• Monitor customer accounts and improve overall accounts receivable performance.

Audit, Controls & Compliance

• Support internal and external audits, ensuring readiness and timely response to audit requests.
• Execute and monitor internal controls in accordance with company policies and client requirements.
• Identify operational, financial, and compliance risks and recommend mitigation actions.
• Participate in risk assessments and control testing activities.
• Maintain process documentation, Standard Operating Procedures (SOPs), and control matrices.
• Ensure compliance with SOX, ISO standards, and other applicable governance frameworks.

Quality & Continuous Improvement

• Promote a culture of quality, compliance, and continuous improvement.
• Support quality management initiatives aligned with ISO standards and client requirements.
• Identify process inefficiencies and implement corrective and preventive actions.
• Participate in Lean, Six Sigma, automation, and transformation initiatives.
• Support transitions, migrations, knowledge transfer, and stabilization activities

Required Qualifications

• Knowledge of Accounting, Finance, Business Administration, Economics, or related field.
• 3+ years of experience in Finance Operations, Shared Services, BPO, or Global Business Services environments.
• Strong knowledge of RTR and OTC processes.
• Experience with:
• Cash & Bank Accounting
• Account Reconciliations
• Accounts Receivable
• Collections
• Cash Application
• Customer Contract Review
• Tax-related processes
• Internal Controls and Audit Support
• Advanced ERP knowledge (SAP preferred).
• Advanced Microsoft Excel skills.
• Strong analytical and problem-solving skills.
• Advanced English communication skills.