About the Role

The Requests, Claims and Disputes Global Process Lead serves as the gatekeeper for their domain, collaborating closely with other Global Process Leads, local teams, and hub teams. As a key member of the Service Line governance, you will define and monitor KPIs on the path to excellence.

A critical aspect of this position is the continuous pursuit of simplification through process automation and standardization, leveraging state-of-the-art technologies and innovation (SaaS solutions, Artificial Intelligence, Business Process modelling, Process Mining).

Key Responsibilities

Process Governance & Optimization

• Ensure consistent adoption of optimized processes across all regions & business units
• Continuously improve process efficiency, promote best practices and performance mindset
• Foster enhanced user experience while maintaining compliance
• Support core model implementation and change management, particularly in bundling activities in regional hubs
• Support automation of daily requests, claims, and disputes activities by leveraging new digital technologies (Salesforce & S4/HANA)

Strategic Leadership

• Deliver global projects in your functional area to improve process efficiency and effectiveness
• Manage the portfolio of continuous improvement initiatives across regions & global delivery centres
  

Core Model Management

• Own specific processes of the O2C Core Model in the Claims & Dispute Management area
• Manage claims and requests from customers or neighboring functions through various communication channels
• Register, document & assign claims according to the global classification matrix
• Ensure dispute & deductions oversight and communication to CI2C
• Design, maintain and improve Core Model processes in collaboration with Regional Continuous Improvement Lead
• Review/approve/reject exceptions and change requests to the Core Model
• Ensure comprehensive documentation of processes at all levels

Innovation & Continuous Improvement

• Monitor external market for new ideas and solutions
• Propose next-generation processes and solutions
• Select and implement relevant technology to increase automation and improve outcomes
  

Project Management

• Deliver cross-regional projects, particularly technology implementations
• Own business cases for relevant projects including implementation impact within iO2C P&L
• Support neighboring functions' projects impacting the Service Line
• Drive Global Projects Steering Committee and provide direction to project teams
  

Stakeholder Management

• Proactively manage relationships with neighbouring functions
• Ensure O2C Core Model components are well understood for effective implementation
• Develop strong relationships with regional heads and global delivery centers
• Collaborate with other Business Operations teams to maximize project success
• Provide process expertise to Global Delivery Centers and Regions
• Exchange best practices with iO2C peers in other companies

Qualifications

Experience & Knowledge

• 10-15 years of process knowledge in Order to Cash, specifically in claims & disputes management
• Sound understanding of O2C end-to-end process and interdependencies with other organizations
• Understanding of O2C impacts & levers in improving KPIs like resolution lead time, automation, DSO & overdues
• Experience working in a Global Business Services environment (desirable)
• Good understanding of digital solutions and aptitude for new technologies (Salesforce, AI, Virtual agents, SAP)

Skills & Competencies

• Strong analytical skills & ability to redefine end-to-end processes
• Excellent project management capabilities including business case development, planning, and execution
• Effective collaboration skills across different geographies, languages, cultures, and business maturity levels
• Advanced interpersonal and communication skills with ability to present at executive levels
• Change management expertise with strong problem-solving and prioritization abilities
• Languages: Fluency in English mandatory; French or other European languages desirable

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