Job description

We are Infosys Romania.

We offer business consulting, technology and engineering solutions and end-to-end transformative business process management services to some of the world’s most iconic brands.
As part of a large‑scale global transformation, a world‑leading FMCG company has partnered with Infosys to redesign and elevate its Global Business Services (GBS) to world‑class standards. To support this journey, we are seeking a Operation Analyst – Order-to-Cash (O2C) who will be responsible for the day-to-day operational excellence and delivery of the Order-to-Cash lifecycle across the EU region, ensuring operational excellence in our Bucharest delivery center. This is your chance for a ‘once in a lifetime’ career experience, playing a part in the creation of a fully independent, new FMCG company and a greenfield GBS organization.
This role acts as a critical bridge between global process standards and regional execution, ensuring that the Third-Party Service Provider (3PSP) performs O2C activities at the keystroke level with accuracy, timeliness, and compliance with business requirements.
The role focuses on “running the engine”- supporting vendor performance, resolving operational issues, and ensuring that order management, invoicing, collections, and dispute processes are executed seamlessly within the EU market context.

Your tasks in detail:

• 3PSP Coordination: Act as the primary point of coordination and escalation for the 3PSP vendor, ensuring delivery of O2C services including order processing, billing, collections, and dispute management meets contractual SLAs;
• Keystroke-Level Governance: Monitor execution quality in transactional systems (e.g., SAP S/4HANA, Serrala, SAP-FSCM), ensuring adherence to Global Process Owner (GPO) standards;
• Service Delivery: Oversee timely execution of daily and period-end O2C processes including order entry, billing cycles, cash application, and collections follow-ups;

• KPI Accountability: Own delivery of key O2C KPIs for EU, including : Invoice Accuracy, Order Cycle Time, Days Sales Outstanding (DSO), Cash Collection Effectiveness, Dispute Resolution Cycle Time, Cash Application on Time, etc.;
• Operational Reviews: Conduct weekly/monthly performance reviews with the 3PSP and stakeholders to address service gaps and drive improvements;
• Exception Management: Identify and resolve issues such as blocked orders, billing errors, overdue receivables, and disputes;

• Standardization Adherence: Ensure EU O2C operations are aligned with global O2C standards, minimizing deviations unless business-critical;
• Documentation & Knowledge: Maintain regional SOPs and ensure 3PSP documentation (SOPs, DTPs) is accurate and up to date;
• Audit & Controls: Ensure compliance with internal controls, SOX requirements, credit policies, and data privacy regulations;

• System Utilization: Ensure effective use of SAP S/4HANA, and other supporting O2C tools like Serrala for Cash Applications, SAP-FSCM for Credit Management, Collections and Disputes Management;
• User Acceptance Testing (UAT): Support/lead testing for system changes or deployments, ensuring EU-specific requirements are validated;
• Data Integrity: Ensure accuracy of master data (customer master, pricing, credit limits, payment terms);

• Regional Bridge: Act as liaison between EU Commercial, Customer Service, Finance (AR/Credit), and Global GPO teams;
• S&OP Integration: Work with sales and customer teams to resolve order blocks, disputes, and improve customer experience;
• Conflict Resolution: Manage trade-offs between revenue realization, customer service, and risk (credit exposure);

• Identify root causes of recurring O2C issues (billing errors, delayed collections, disputes);
• Drive corrective actions with 3PSP and internal stakeholders;
• Support automation and process improvement initiatives in O2C operations.

• Very good English Language skills (oral and written);
• University degree in Finance, Business Administration, Supply Chain, or related field;
• 10+ years of experience in Order-to-Cash, Accounts Receivable, or Customer Operations;
• Significant track record managing 3PSPs or BPO partners in a high-volume, keystroke-level environment;
• High "Super-User" comfort level with SAP S/4HANA, SAP-FSCM, and Serrala ;
• Experience navigating the diverse market landscape of EU and managing stakeholders across different time zones and languages.

• Analytical Thinking
• Strategic Vision
• Communication Skills
• Problem Solving
• Collaboration
• Leadership
• Adaptability

• Long-term and stable cooperation;
• Benefit platform;
• Organized training sessions during the first weeks and further upskilling courses (online, with our experts);
• 22 paid vacation days in the first year plus 2 more paid vacation days starting with the second year;
• Modern, cozy and central location in Bucharest;
• Teamwork in a multicultural environment;
• Medical subscription and life assurance.