Wolters Kluwer US | Director, Customer Service - Order to Cash

Responsibilities

• The role is accountable for delivering an industry-leading customer and internal user experience and improving financial outcomes, including invoice accuracy, payment speed, revenue realization, operating efficiency, and overdue receivables attributable to billing or payment issues.
• The role has two direct reports and is supported by partners in Product, FSS, CLC Finance, Global Technology Services, DXG, GBS, and CLC Service and Sales.
• These functions align with the Director on how the team will operate, help shape initiatives, and commit the resources, deliverables, milestones, and performance measures needed to execute decisions.
• Seek input from the teams responsible for each part of the process, resolve competing recommendations, and make and enforce decisions on CT improvements based on customer and financial impact.
• Your recruiter can share more information about the specific offer for the job location during the hiring process.
• Partner functions are accountable for providing input and carrying out those decisions within their areas and meeting their agreed commitments.
• Maintain a prioritized roadmap covering projects and ongoing improvements.
• Monitor dependencies and enforce milestones through a defined review cadence; confirm required milestones and results before work advances through an implementation gate or closes.
• Identify customer and operational problems.
• Maintain an order-to-cash customer journey map by CT customer segment, channel, and revenue model, including subscriptions and à la carte transactions.
• Analyze customer feedback and complaints, internal requests, invoice and payment data, disputes, collections information, and AR aging to identify root causes and opportunities.
• Improve policies, processes, and receivables outcomes.
• Work with Product, FSS, CLC Finance, Legal, and other relevant functions to review order-to-cash policies, processes, and customer contract language.
• Serve as FSS’s primary CT contact for aligning data, sharing insights, and coordinating action on issues that contribute to overdue AR, slow cash application, or collection challenges.
• Identify opportunities with FSS to speed collections and provide CT input to relevant FSS policies and roadmap decisions.
• Oversee coordinated technical and operational delivery of approved changes, with CLC Project Management support when needed.
• Maintain a simple, timely, and accurate CT scorecard with agreed data definitions, data owners, and reporting deadlines.
• Track customer and user feedback, billing and payment quality, overdue AR linked to billing or payment issues, payment speed, revenue impact, efficiency, and completed improvements.
• Report relevant customer and financial results by segment, channel, and revenue model.
• Assess performance against business cases and shared targets; for material gaps, require a corrective action owner and due date, review progress to closure, and escalate unresolved issues.
• Owners document decisions, report progress and risks on the agreed cadence, meet committed dates, and escalate problems early.
• Set the strategy and make improvement decisions.
• Define CT’s order-to-cash strategy, shared performance targets, and priorities with Product, FSS, CLC Finance, and other stakeholders.
• Set CT process and policy direction within applicable global requirements, and work with the responsible functions to implement decisions.
• Build and govern the roadmap.

Requirements

• Minimum 10 years of progressive experience in finance operations, billing, or business process improvement, including at least five years leading order-to-cash design, improvement, or transformation.
• Experience leading at least one end-to-end order-to-cash transformation, from assessing the current process and aligning stakeholders through process and system changes, launch, stabilization, and measurable results.
• Working experience with ERP systems and Salesforce, and the ability to assess how commercial proposals affect billing, payments, receivables, controls, implementation cost, and financial returns.
• Experience improving order-to-cash controls, with an understanding of the control objectives and the ability to work with the functions that own those controls.
• Proven ability to make decisions and drive accountability across Product, Sales, Service, Finance, shared services, and technology teams without direct authority over each team.
• Strong customer journey and root-cause analysis skills, financial judgment, and clear communication with operational teams and senior leaders.
• Strong preference for a hybrid worker (minimum of 8 times a month in-office) out of the New York City office.

Wolters Kluwer US

Wolters Kluwer US is an employer hiring in India.

Its finance, accounts, audit and tax openings in India are mostly in Usa - Coppell, Usa - New York City, Usa - Kennesaw and Usa - Riverwoods.