Head, Order-To-Cash (OTC)

Job description

Get to Know the Role We are seeking a forward-thinking, strategically agile, and technically strong Head of Order-to-Cash (OTC) to lead our Finance Shared Services Centre (SSC) OTC operations and oversee our Business Process Outsourcing (BPO) partners across all countries. As Grab undergoes a transformative change to adopt AI, the Head of OTC will be a key catalyst in driving process excellence, automation, and standardization across the end-to-end OTC lifecycle. This leader will be responsible for ensuring seamless revenue assurance, cash optimization, and credit risk management, while shaping the strategic direction of the Finance SSC. You will collaborate closely with the Finance Centre of Excellence (COE) and Global Process Owners (GPOs) to align OTC operations with Grab's broader business and AI-driven finance transformation agenda. The Critical Tasks You Will Perform Operational & Diverse Business Leadership: Lead and manage high-volume Order-to-Cash (OTC) activities across all legal entities, including cash application, credit control, collections, dispute management, and revenue reconciliation. Take full accountability for driving and managing complex billing operations across Grab's diverse business segments (e.g., Delivery, Mobility, Financial Services, and Enterprise). Business Stakeholder Collaboration: Partner closely with cross-functional business stakeholders, commercial leaders, and product teams to understand evolving business models, ensure seamless quote-to-cash alignment, and support new product or service launches effectively. Process Streamlining & Policy Enforcement: Continuously analyze and streamline end-to-end OTC processes to eliminate friction, reduce revenue leakage, and improve billing accuracy. Actively enforce strict financial policies, credit limits, and operational governance across all Grab business units to ensure compliance and a standardized "one-way-of-working." SSC & BPO Governance: Oversee both the internal Finance SSC OTC teams and external BPO partners. Drive partner performance against strict Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring a seamless hybrid delivery model. AI & Digital Transformation: Partner with the Finance COE and GPOs to aggressively innovate and transform the OTC function. Identify, champion, and execute opportunities to leverage Generative AI, Machine Learning, and advanced automation to streamline core processes (e.g., AI-driven credit scoring, automated dispute resolution, and intelligent collections). Compliance & Controls: Collaborate with Country Finance and Group SOX/Internal Controls teams to maintain, enhance, and audit internal control frameworks for OTC operations, ensuring adherence to IFRS, local tax/regulatory billing requirements, and internal policies. Team Leadership: Lead, guide, and mentor a high-performing team (scale subject to business needs, managing direct reports and an overall internal/external footprint) with a heavy focus on upskilling talent for a digital-first environment. Workforce Planning: Support the Head of SSC in managing workforce planning and resource optimization within the OTC function to ensure business continuity and agility. Continuous Learning: Work closely with the Finance COE's Digital Finance Academy to implement training programs into OTC operations, ensuring the team is equipped to adopt new AI tools and modern financial workflows. What Essential Skills You Will Need Education: Bachelor's degree in Finance, Accounting, Business Administration, or a related field. Professional qualification (e.g., ACCA, CPA, MIA) is highly preferred. Experience: Minimum of 12–15 years of finance experience, with a significant track record of leading Order-to-Cash (OTC) operations in a large-scale Shared Service Centre (SSC) and managing BPO vendor relationships. Transformation Mindset: Proven experience in driving finance transformation projects, with a strong affinity for, or hands-on experience in, deploying Generative AI, machine learning, or advanced automation tools within financial workflows. Technical Expertise: Deep knowledge of credit risk management, collections strategies, complex billing structures, revenue recognition rules, and IFRS compliance. Strong proficiency in Oracle ERP/ERM systems and Power BI (or similar data visualization tools) is required. Leadership & Scale: Exceptional leadership skills, with a demonstrated ability to inspire, mentor, and manage large, cross-functional, and culturally diverse teams through periods of significant change. Communication: Exceptional communication and interpersonal skills, capable of influencing and building strong partnerships with senior commercial stakeholders, tech teams, and regional finance leaders. Resilience: Strong agility, adaptability, and resilience in a fast-paced, hyper-growth tech environment. Life at Grab We care about your well-being at Grab, here are some of the global benefits we offer: We have your back with Term Life Insurance and comprehensive Medical Insurance. With GrabFlex, create a benefits package that suits your needs and aspirations. Celebrate moments that matter in life with loved ones through Parental and Birthday leave , and give back to your communities through Love-all-Serve-all (LASA) volunteering leave We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges. Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours What We Stand For at Grab We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique. About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.