Senior Specialist - LTC

Job Summary

This role is accountable for ensuring the accuracy and efficiency of order-to-cash workflows by managing order processing, invoicing, payments, and account reconciliations. The individual supports non-voice delivery operations, addresses process discrepancies, and contributes to improving operational standards and customer satisfaction within the team.

This role aligns with client’s priorities in GBS journey of OTC function, processes, technology and enables optimization by embracing best practices, breaking silos, eliminating redundant methods, standardizing processes, Operating Model redesign and Implementation of Tools and technology

Key Responsibilities

• Projects: He/ She will be responsible to run functional projects testing, training and documentation.
• Transformation: Will envision product level Transformation strategy and lead global process design / Blue printing, UAT and Implementation of O2C Tool/S4 HANA, also responsible for Operating Model change & Change Management.
• Knowledge Management: Will be responsible to lead the effort on Knowledge Management and training programmes, content creation and its execution for product level trainings.
• Create and Maintain Documents: Develop various types of training documents, process documentation, including Standard Operating Procedures (SOPs), Work Instructions (WIs), process flow diagrams, and checklists.
• Ensure Compliance: Verify that all documented processes adhere to industry regulations, client requirements, and internal quality standards, which is critical for audit readiness
• Change Management: He/ She should ensure smooth transitions during the implementation of new processes, technologies, or structural changes, with minimal disruption to operations.
• Industry Best Practises: Implement industry best practices & benchmarking, and anticipate future state best practices and process trends
• Instil and oversee a Governance Framework for the processes
• This is an individual contributor role within Transformation/GBS core team with support of cross functional teams within Delivery Function

He/She will report to Workstream/Process Lead

Skill Requirements

• Experience: Desired candidate should have at least 4-7 years of experience in manual/automated testing in OTC domain with rich experience in, Order Management, MDM, Disputes.
• International BPO Exposure: Should have relevant experience working in BPO ecosystem working on international projects especially Americas region.
• Analyze and Interpret Business Requirements: Work closely with Process SME and stakeholders to understand complex OTC business requirements (e.g., order management, billing, accounts receivable, credit management, cash application, and collections) and translate them into detailed test plans and test cases.
• Execute Complex Test Cases: Oversee and execute detailed manual and automated test cases to validate application functionality against business requirements and specifications.
• Automate Testing Processes: Develop, maintain, and enhance automated test scripts and frameworks using appropriate tools (e.g., Selenium, Cucumber) to improve testing efficiency and coverage.
• Defect Management and Resolution: Identify, document, and track software defects using defect tracking tools (e.g., JIRA). Collaborate with developers and product teams for timely resolution and perform root cause analysis (RCA) to prevent recurrence and document RCA.
• Validate Data Integrity and Reconciliation: Use tools like SQL/Python to validate data integrity across various systems, ensuring accuracy in financial data, reports, and reconciliations (e.g., bank, general ledger, and customer accounts).
• Ensure Compliance and Audit Readiness: Verify that the tested applications and processes comply with relevant financial regulations, internal controls (like SOX), and audit requirements.
• Communicate and Report Status: Provide regular, clear, and concise reports to management and stakeholders on testing progress, defect status, and overall application quality metrics.

Drive Continuous Improvement: Proactively identify opportunities for process and system improvements to enhance testing efficiency, reduce manual effort, and optimize the overall quality assurance lifecycle

• Develop Training Materials: Create comprehensive training manuals, presentations, job aids, and self-service knowledge base articles that help employees understand their roles and responsibilities quickly.
• Evaluate Effectiveness of Materials: Gather feedback on the clarity and effectiveness of training materials and update them as needed to reflect changes in the process or to improve comprehension.
• Provide Support and Clarification: Respond to inquiries from employees or trainers regarding documented processes, offering clarification and additional support as needed.
• Translate Technical Information: Convert complex or technical ideas and system operations into clear, concise, and easy-to-understand content for the target audience.

Other Requirements

1. Optional but valuable: SAP Order Management Certification, Oracle Order Management Cloud Certification, or equivalent process automation certifications.

B. Com or any Bachelor Degree/ M. Com / CA / ICWA / MBA