KEY ACCOUNTABILITIES
Service Performance and Issue Resolution
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Execute daily O2C credit management tasks (credit limit calculation and maintenance, credit assessments, credit limit reviews, prepayment management, order release, blocked order management, and customer account unblocking)
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Ensure execution meets work instructions, KPIs and service level agreements
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Handle operational exceptions related to credit limit breaches, overdue payments, and blocked orders
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Identify and monitor (recurring) issues, perform root cause analysis and work with the process management team on the remediation or improvement to prevent recurrence
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Escalate structural issues, risks, and recurring defects to the Head of Credit Management / appropriate channels
Implementation of Changes and Improvements
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Contribute to continuous improvement of underlying processes in Credit Management
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Support the implementation of new or updated work instructions, tools, and systems along the process (e.g., SAP, Salesforce) including system testing and change management (e.g., end user training)
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Document and align with the process management team on the updates required to the standard operating procedures and control matrices to reflect process changes and lessons learned
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Collect improvement ideas, contribute to the operational improvement backlog and work with the Head of Credit Management and the process management team on the prioritization
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Participate in pilot activities, testing, and training related to changes impacting the operational line
Process Accuracy and Reconciliation
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Ensure credit assessments and credit limit decisions are accurate and in line with company policies and credit risk frameworks
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Perform reconciliations and resolve variances related to credit and customer accounts
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Maintain credit management controls and ensure adherence to credit risk policies, financial control requirements, and internal audit standards
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Ensure accuracy of customer master data and credit-relevant terms
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Handle sensitive information securely
Stakeholder Management and Communication
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Coordinate with Sales, Finance, Customer Service, and Billing Management teams to resolve complex issues
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Provide clear communication on operational status and credit decisions
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Support internal/external audits and ad-hoc queries
JOB REQUIREMENT
Education
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University degree in Finance, Accounting, Business Administration, Economics, or related field
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Relevant vocational education with significant experience may be considered
Experience
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3-5 years of experience in a process- or function-related operational role, ideally in Credit Management or O2C operations, preferably in a global shared services organization
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Experience working with O2C systems (e.g., SAP, Salesforce)
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Experience performing root-cause analysis and supporting system/process improvement initiatives, including change management (i.e., end user training)
Knowledge and skills
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Solid understanding of O2C systems and transaction workflows – SAP S4/HANA experience is an advantage
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Knowledge of credit risk policies, internal controls and compliance for credit management
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Strong attention to detail for financial and contractual documents
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Ability to handle sensitive financial and customer information securely
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Comfortable coordinating with Sales, Finance, Customer Service, and Billing Management teams
Other requirements
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Excellent command of both oral and written English
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Can speak Mandarin language
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High level of confidentiality when handling sensitive financial and customer information
POSITION SCOPE
Reporting Line(s)
Solid line(s) to: Head of Credit Management
Working Relationships
Internal contacts
Head of Credit Management
Other Specialists and Team Leads within Order-2-Cash and adjacent processes
Process management teams Order-2-Cash
Sales, Billing Management and Finance teams
Group Treasury / OS&S Treasury
Project team (e.g., for any implementation projects)
External contacts
Service providers or external business partners as required for daily operations
External credit rating agencies
End customers
Tax authorities
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