O2C Client Resolution Manager

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Job: O2C Client Resolution Manager

Location: Milton Keynes or London (Hybrid)

We are hiring an O2C Client Resolution Manager (Global) to join BSI’s Finance Business Services function, reporting to the O2C Tower Lead.

This is a senior global role accountable for leading the end-to-end O2C client resolution model. You will ensure timely, controlled, and transparent resolution of client‑impacting issues while delivering accurate, decision‑ready reporting that supports operational control, cash flow performance, and continuous improvement.

The role works in close partnership with O2C Managers globally, the O2C Global Process Improvement Manager, and senior stakeholders across Finance, Commercial, Operations, and IT. You will operate across time zones as required and act as a key escalation and governance lead within the global O2C structure.

• Own and lead the global O2C client resolution operating model, including triage, prioritisation, escalation standards, SLA definitions, and closure governance.
• Be accountable for end‑to‑end resolution outcomes across regions, ensuring clear ownership, documented actions, and measurable closure.
• Chair cross‑functional resolution forums and escalation calls, driving decisions, removing blockers, and ensuring deadlines are met.
• Act as a primary escalation contact for internal stakeholders and, where required, external clients, ensuring clear and professional communications throughout resolution.
• Define, monitor, and enforce resolution SLAs, reducing repeat issues through prevention and root‑cause elimination.
• Maintain a global issue register, ensuring robust categorisation, tracking, impact assessment, and audit‑ready documentation.
• Drive root‑cause analysis discipline across O2C, ensuring corrective and preventive actions are owned and delivered.
• Provide regular performance updates to the O2C Tower Lead, highlighting risks, escalations, and improvement opportunities.
• Ensure compliance with internal controls, audit standards, confidentiality requirements, and data governance policies.

• Strong end‑to‑end understanding of Order to Cash (O2C) processes, including billing, disputes/query management, collections, cash application, and master data impacts.
• Proven experience owning escalations and client‑facing issue resolution in a global environment.
• Strong ability to drive accountability across cross‑functional teams without relying on reporting‑line authority.
• Advanced analytical capability with excellent attention to detail and the ability to translate data into decisions.
• Experience operating in a controlled, governance‑led environment with strong audit awareness.
• 5–7+ years of Credit & Collections or related O2C experience.
• Advanced Excel skills (pivots, formulas) and strong MS Office capability.
• Strong understanding of financial systems (SAP experience advantageous).

• Shared services or global business services experience.
• Experience using BI tools (e.g., Power BI, Tableau).
• Exposure to transformation, automation, or ERP programmes (SAP S/4
  
  HANA advantageous).
• Relevant professional qualification (Finance, Business, Operations, Data/Analytics).

Grow your career and expand your skills and knowledge. At BSI, we offer opportunities to work across industries and across the globe. You’ll benefit from the different perspectives and experiences of your international colleagues, as well as ongoing training and development. We offer flexible working, as well as 27 days’ annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle.

We’re looking for passionate people who want to make a difference in a purpose‑led organisation. If that sounds like you, apply now. Together, we can help create a better society and a more sustainable world.

If you have a disability or a health condition, please let us know if you need any reasonable adjustments to the recruitment process.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.