About this role
Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.
Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.
Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.
The NAM O2C OPL is responsible for overseeing and optimizing the Order to Cash operation performance – delivering Haleon Enterprise critical performance metrics (including DSO, Cashflow, bad debt) in a SOX controlled environment. The role is accountable for protecting a £2Bn receivables asset from risk of default and fraud - whilst improving cost to serve, increasing overall productivity, coordination and supporting the implementation of best practices and continuous improvement on a global scale.
The NAM O2C Ops Lead works closely with the O2C Global Process Owner (GPO) to identify opportunities to improve tools, implement automation and reducing our global financial risk while improving cash flow, minimising revenue leakage and to deliver business value that support Haleon’s journey to World Class.
Responsible for managing NAM operations resources split between internal and external teams. A critical success factor is managing the relationship with our external NAM Business Process Outsource (BPO) partner (Genpact), overseeing their performance, aligning KPIs and targets, ensuring the effective and efficient delivery of services, driving continuous improvement and BPO cost optimization.
The O2C NAM OPL responsibilities oversee the Order to Cash operations supporting the NAM business unit. Focused on Regional Specific operations management, performance improvement, and cross-functional collaboration with Customer Services, Business Unit Commercial teams, and Local finance organizations in NAM to ensure Enterprise Critical financial metrics are delivered. The NAM OPL is accountable for driving operational excellence, implementing best practices, and ensuring seamless coordination across functions within the Order to Cash cycle, including Commercial Centres of Excellence (CoE), Customer Service teams, and LOC finance organizations in the diverse markets within the NAM business unit.
The NAM OPL is responsible to deliver regional service level agreements for the processes within O2C scope, promotes partnership with the BPO and monitor the successful delivery of the regional service; acts as regional escalation point between the BPO provider, regional operations, and internal customers in local finance.
Responsible to coordinate regional operations boards to deliver regular performance updates to stakeholders and local finance; enable discussion for process improvements with different organizations involved on O2C E2E processes and co-lead the execute of those plans, track progress, and measure the results.
Key Responsibilities
Strategic Leadership
Provide leadership and to NAM Order to Cash teams, ensuring a unified approach to operational performance management consistent with Global standards.
Contribute to the implementation of the global objectives for Order to Cash operations, including the business process outsourcing (BPO) organization in alignment with overall business goals.
Performance Optimization & Monitoring
Establish key performance indicators (KPIs) and yearly NAM targets to measure the effectiveness of Order to Cash processes.
Analyze key performance indicators (KPIs) to identify areas for improvement and coordinate implementation of corrective actions across NAM markets.
Lead operations governance forums to provide regular reports to NAM regional leadership with insights into operational performance, trends, and areas for improvement.
Cross-Functional Collaboration
Break down process and operational silos by promoting collaboration with key stakeholders, including Sales, Finance, Customer Service, Treasury, and IT, to ensure seamless integration and communication throughout the Order to Cash cycle.
Drive cross-functional initiatives to improve collaboration and efficiency, support project implementations and transformation initiatives.
Technology and Systems
Promotes discussion with GPO and Tech to identify technical opportunities to support and enhance Order to Cash processes.
Operational Excellence
Analyze and streamline NAM O2C operational processes to eliminate inefficiencies. Promote best practices sharing and continues improvement conversations across NAM markets to enhance operational performance.
Financial Management
Manage the financial aspects of NAM service delivery, including budgeting, forecasting, and cost management of the O2C operations in the region.
Optimize resources to ensure cost-effectiveness while maintaining service quality.
Risk Management and Compliance
Support the implementation and execution of robust controls and monitoring mechanisms to safeguard against fraud and errors.
Enable a culture of risk avoidance, mitigating potential risks in the Order to Cash process, ensuring compliance with regulatory requirements and company policies.
Ensure successful implementation of regional projects for all NAM markets in credit control and accounts receivable areas.
Leadership and Team Development
Promote career pro
About Haleon
Consumer healthcare company spun off from GSK, making brands like Sensodyne, Advil, and Centrum. Based in Weybridge, UK.
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