• Collaboratively guide the transition and establishment of the OTC operations within the SSC, ensuring a smooth transfer of financial processes, systems, and data from the Business Units in the region to the SSC
• Work with SSC leadership, BU finance, Sales and Distribution Leads and outsourced party to establish service levels, performance metrics, and technology requirements, and adapt them as needed over time
• Oversee the day-to-day operations of OTC and outsourced party deliverables, ensuring the prompt and precise delivery of financial services to stakeholders within the region
• Manage service level agreements (SLAs) and key performance indicators (KPIs) to meet or surpass performance targets for all OTC processes, which include (but not limited to): Customer onboarding, Customer invoicing, Cash Application, Collection, Disputes and queries management, OTC Reports and Reconciliation
• Review, coordinate and prioritize the work done by outsourced party and offer insights and feedback on areas of improvement or on areas of excellence
• Monitor global process adherence and controls implementation across all employees involved in the OTC flow
• Highlight all areas of concern, risks for non-compliance of corporate policy and procedures
• Adhere to and improve the governance model between Local business units, SSC and outsourced party
• Collaborate with global process owners regarding process standardization and optimization, improvements, automations or system upgrades
• Support communication of change and trainings for all team members (local, SSC, outsourcing) with respect to OTC processes or automations
• Escalate outsourcing party business continuity challenges (managerial KPIs) or performance challenges (SLAs) to Outsourcing contract manager
• Ensure that the FTE capacity planning is reflective of accurate volumes and average handling time
• Stay updated on tax regulations and statutory requirements applicable to OTC processes and help implement necessary adjustments to ensure compliance
• Lead migrations and knowledge transfers for new business units, prepare relevant documentation and drive process consistency & standardization in order to optimize operational efficiency
• Participate in the ongoing documentation and updating of company procedure manuals

• Detailed understanding of the review process underlying all OTC activities and associated controls, which include Customer onboarding, Customer invoicing, Cash Application, Collection, Disputes and queries management, OTC reports and Reconciliation
• High integrity, independent and analytical and communications skills together with a strong sense of responsibility
• At least 12 years' relevant experience in OTC, with at least 5 years as a Lead, preferable working with SSC or but will consider BPO structure
• Proactive, fast learner, self-motivated and performance-driven with the ability to multitask
• Proficiency in MS Office tools and SAP ECC
• Experience of running Third Party Risk Management Programs/KYC/Sanctions checking
• Experience in utilizing data insights to identify trends, efficiencies, and areas for improvement
• Familiarity with collection/customer insights and automation tools and technologies to enhance efficiency in accounts receivable processes
• Experience in working with SLA's, KPI's and in determining the right resourcing loading model
• Fluency in English and Mandarin (required), clear and concise communication style
• Experience of working within a multicultural, international environment
• Strong and proven people management / supervisory background

• Bachelors / Masters Degree in Finance & Accounting
• Six Sigma/SAP/People management certifications are a plus