Lead - R2R

Job description

Who is ERM? ERM is a leading global sustainability consulting firm, committed for nearly 50 years to helping organizations navigate complex environmental, social, and governance (ESG) challenges. We bring together a diverse and inclusive community of experts across regions and disciplines, providing a truly multicultural environment that fosters collaboration, professional growth, and meaningful global exposure. As a people-first organization, ERM values well-being, career development, and the power of collective expertise to drive sustainable impact for our clients—and the planet. Introducing our new Global Delivery Centre (GDC) Our Global Delivery Centre (GDC) in India is a unified platform designed to deliver high-value services and solutions to ERM’s global clientele. By centralizing key business and consulting functions, we streamline operations, optimize service delivery, and enable our teams to focus on what matters most—advising clients on sustainability challenges with agility and innovation. Through the GDC, you will collaborate with international teams, leverage emerging technologies, and further enhance ERM’s commitment to excellence—amplifying our shared mission to make a lasting, positive impact. Job Objective The Global O2C Lead – Service Management & Automation is responsible for ensuring structured, controlled, and scalable delivery of O2C services from the GDC. The role owns service intake, ticketing, workload management, SLA tracking, and automation enablement across Project Accounting, Billing, and AR processes. Key Accountabilities & Responsibilities % Time • Own and operate the O2C service management and ticketing platform • Monitor service queues, ageing, and SLA adherence across O2C functions • Balance workload and capacity across delivery PODs • Provide operational reporting and dashboards to Finance leadership • Drive adoption of workflow-based processes over email-driven execution • Partner with Finance and Change teams to deliver automation using Power Automate, Power Apps, and Power BI • Identify recurring issues and support continuous improvement initiatives • Ensure service delivery controls and audit trails are maintained Influence And Decision Making Authority Job Requirements & Capabilities Qualifications: Bachelor’s degree in Finance, Accounting, Business, or related discipline 8–12 years of experience in finance operations, service management, or shared services environments Ability to work in shift In-office during onboarding, then transition to hybrid (3 days/week) Bachelor’s degree in Finance, Business Administration, or a related field. Job specific capabilities/skills: Strong understanding of service management and operational governance Experience with ticketing tools and workflow platforms Strong analytical and reporting skills Ability to work cross-functionally with Finance, IT, and global stakeholders Ability to communicate effectively and professionally with both internal and external customers, across all levels and functions Ability to work with minimal direction and in a highly collaborative manner to meet required deadlines and perform all necessary tasks Strong organizational skills and attention to detail to prioritize tasks effectively and complete them accurately Highly motivated with strong work ethic to own and drive tasks to full resolution