KEY ACCOUNTABILITIES

Service Performance and Issue Resolution

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)

Ensure execution meets work instructions, KPIs and service level agreements

Handle operational exceptions related to credit limit breaches, overdue payments, and blocked orders

Identify and monitor (recurring) issues, perform root cause analysis and work with the process management team on the remediation or improvement to prevent recurrence

Escalate structural issues, risks, and recurring defects to the Head of Credit Management / appropriate channels

Implementation of Changes and Improvements

Contribute to continuous improvement of underlying processes in Credit Management

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)

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

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

Participate in pilot activities, testing, and training related to changes impacting the operational line

Process Accuracy and Reconciliation

Ensure credit assessments and credit limit decisions are accurate and in line with company policies and credit risk frameworks

Perform reconciliations and resolve variances related to credit and customer accounts

Maintain credit management controls and ensure adherence to credit risk policies, financial control requirements, and internal audit standards

Ensure accuracy of customer master data and credit-relevant terms

Handle sensitive information securely

Stakeholder Management and Communication

Coordinate with Sales, Finance, Customer Service, and Billing Management teams to resolve complex issues

Provide clear communication on operational status and credit decisions

Support internal/external audits and ad-hoc queries

JOB REQUIREMENT

Education

University degree in Finance, Accounting, Business Administration, Economics, or related field

Relevant vocational education with significant experience may be considered

Experience

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

Experience working with O2C systems (e.g., SAP, Salesforce)

Experience performing root-cause analysis and supporting system/process improvement initiatives, including change management (i.e., end user training)

Knowledge and skills

Solid understanding of O2C systems and transaction workflows – SAP S4/HANA experience is an advantage

Knowledge of credit risk policies, internal controls and compliance for credit management

Strong attention to detail for financial and contractual documents

Ability to handle sensitive financial and customer information securely

Comfortable coordinating with Sales, Finance, Customer Service, and Billing Management teams

Other requirements

Excellent command of both oral and written English

Can speak Mandarin language

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