Manager, Business Services (OTC)

JOB DESCRIPTION

Essential duties and Responsibilities:

• Operational Leadership
• Manage and deliver operational objectives including timely, accurate processing of daily O2C transactions in line with SLAs, KPIs, and compliance requirements.
• Align process execution with Global Process Owners (GPOs), ensuring adherence to documented policies, best practices, and governance frameworks.
• Ensure robust controls, quality checks, and compliance practices within the O2C domain.
• Global Collaboration & Stakeholder Management
• Represent GBS in global and regional meetings, acting as a trusted partner to business stakeholders, external partners, and internal teams.
• Collaborate effectively across global time zones, ensuring seamless communication and alignment on priorities.
• Drive cross-functional collaboration with other SSC/GBS functions to support best practice sharing and end-to-end process optimization.
• Project & Transformation Support
• Lead and contribute to global and local projects including system enhancements, process transitions, and transformation initiatives.
• Support development of project plans, timelines, budgets, and risk mitigation strategies.
• Ensure high-quality project deliverables and facilitate communication across project teams.
• GBS Scale-Up & Continuous Improvement
• Proactively identify opportunities for scaling up GBS operations, including scoping, resource planning, skill assessment, and transition oversight.
• Manage escalations, conduct root cause analysis, gather lessons learned, and implement process improvements in collaboration with GPOs.
• Review and update standard operating procedures (SOPs) periodically with a continuous improvement mindset.
• Team Leadership & Development
• Allocate work based on capacity, competency, and individual development plans in alignment with local regulations.
• Develop and mentor team members by identifying strengths, growth areas, and developmental opportunities.
• Ensure high employee engagement, foster a positive work environment, and maintain healthy retention and controlled talent rotation within and outside GBS.
• Technology Enablement & Data-Driven Decision Making
• Drive technology adoption and digital enablement within O2C processes.
• Utilize data, analytics, and dashboards to support operational decisions and performance improvements.
• Work closely with digital/IT partners to implement automation, system enhancements, and workflow improvements.
• Risk Management
• Proactively identify operational risks and implement mitigation plans to ensure uninterrupted, compliant service delivery.
• Ensure audit readiness and support internal/external audit requirements.
• Understanding of accounting impact of day to day transactions
• Additional Responsibilities
• Execute tasks and projects as delegated by leadership.
• Perform other duties as assigned.
  
  

RESPONSIBILITIES

Essential Functions

• Manage and deliver specific operational and business objectives incl: timely completion and accurate processing of daily transactions according to the metrics, documentation, best practices and alignments with Global Process Owners according to the compliance framework
• Represent Global Business Service on specific meetings within area of responsibility, acting as trusted partner for business key stakeholders, external partners and team members
• Deliver and manage projects across our company and at location level. Contribute to developing project plans, timelines, and budgets in collaboration with stakeholders, identify project risks and develop mitigation strategies to minimize potential impact, ensure all project deliverables are completed to a high standard of quality, escalate issues, and follow up, facilitate communication and collaboration among project team members, provide guidance and support to team members as needed
• Successfully collaborate in various matrix teams incl. working together with other SSCs functions for best practice sharing as well as best in class and cost optimal process execution
• Proactively support for GBS scale up including e.g. opportunity identification, implementation plan development, resource and skillset identification and transition supervision
• Assign team members for task execution according to their capacity, competency set and Individual Development Plans according to the local regulations
• Handle escalations and lessons learned; collect input to improve process and increase quality of service within domain area, identify and supervise quality, productivity and compliance improvements in collaboration with respective Global Process Owner
• Support technology enablement within the processes, taking decisions based on data and analytics as well as being able to implement them into operational activities
• Develop reporting team by identifying strengths and weaknesses, assigning development tasks and support the implementation
• Keep healthy retention within team and support controlled rotation across departments inside and outside GBS; ensure high employee motivation
• Proactively articulate risks and manage accordingly to secure compliant and on time service delivery
• Timely review the procedures for continuous improvement and implement with help of Global Process Owners
• Execute tasks, projects delegated by employer
• Other duties as assigned
  
  

QUALIFICATIONS:

Education and Experience

• Experience in GBS/SSC/BPO area
• 5 years of experience in people management as a direct supervisor or matrix supervisor with accountability for results of the reporting team, experience in virtual management is a plus
• Deep understanding of the domain, incl. process understanding, and technology used in the area of responsibility
• SAP experience is a must; other ERP systems is a plus
• Experience with process standardization and optimization, digitalization, Lean, Analytic is a must
• Experience as a project manager accountable for results delivery is a plus
• Fluent English is a must
  
  

Additional Qualifications

• High Business Acumen, inspiring leader demonstrating high business standards
• Proactive and open minded
• Stress resistance
• Extraordinary communication and presentation skills
• People orientated on their development and best ability for their development inside and outside GBS
  
  

Competencies

• Each position at Avient focuses on eight Core Competencies as a Leader of Self. Additionally, management positions focus on Leadership Competencies as a Leader of Others and/or a Leader of the Business. These competencies are designed to drive behavior that will ultimately help our associates excel at their current roles, while supporting individual and career development.
  
  

Physical Demands

• Global
  
  

Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state and local law.

QUALIFICATIONS

Education and Experience

• Experience in GBS/SSC/BPO area
• Masters/Bachelors Business Admin or equivalent experience
• 5 years of experience in people management as a direct supervisor or matrix supervisor with accountability for results of the reporting team; experience in virtual management is a plus
• Deep understanding of the domain, incl. process understanding, and technology used in the area of responsibility
• SAP experience is a must; other ERP systems is a plus
• Experience with process standardization and optimization, digitalization, Lean, Analytic is a must
• Experience as a project manager accountable for results delivery is a plus
• Fluent English is a must
  
  

Additional Qualifications

• High Business Acumen, inspiring leader demonstrating high business standards
• Proactive and open minded
• Stress resistance
• Extraordinary communication and presentation skills
• People orientated on their development and best ability for their development inside and outside GBS
  
  

Competencies:

• Leader of Others Drives Engagement Talented
• Leader of Others Courage Talented
• Leader of Others - Values Differences Talented
• Leader of Others - Ensures Accountability Talented
• Leader of Others - Develops Talent Talented
• Leader of Others - Organizational Savvy Talented