We are seeking a proactive and results-oriented Finance Operations Manager to lead our Credit Control and Query Management function within the Finance Operations team. This role is central to driving the effectiveness of the Order-to-Cash (O2C) process, ensuring timely cash collection, fast query resolution, billing accuracy, and process optimisation.

You will be accountable for cash collections, credit note reductions, billing integrity, renewal processing, and query management performance — with clear accountability for reducing financial leakage and improving customer experience.

Credit Management & Cash Collection

• Lead the credit control team to ensure all debt is chased efficiently and respectfully
  Accountable for ensuring Cash, overdue and QR targets are achieved monthly
• Own and maintain a weekly Top 50 Debtors Report with commentary and action plans
• Ensure delivery of cash collection and overdue debt targets
• Escalate all queries that are greater than 90 days to VP/Resolution and ensure that they are resolved and collected.
• Drive reduction in aged debt with appropriate escalation and resolution plans
• Ensure remittances are provided and allocations are completed promptly
• Provide weekly cash forecast inputs for the Group Cash Flow Forecast report
• Ensure all customers receive monthly statements

Query & Dispute Management

• Oversee the end-to-end query management process via ServiceNow
• Triage and help resolve complex customer queries
• Drive consistent reduction in open queries and aged tickets
• Ensure credits raised due to queries are allocated immediately
• Escalate blockers to Account Management, CU SVP, or FinOps Director when required
• Ensure no query tickets are >30 days old without an action plan 

Billing & Credit Note Accountability

• Work with Billing and Sales to reduce billing backlog
• Ensure invoices are issued on time and accurately
• Own credit note prevention by addressing root causes proactively
• Monitor and review unallocated credit notes weekly, driving action to clear

Order-to-Cash (O2C) Ownership

• Accountable for the full O2C cycle: order entry, invoicing, cash collection, dispute resolution
• Eliminate process bottlenecks through cross-functional engagement
• Lead process improvements across collections, renewals, and billing

Team Leadership & Performance

• Manage and coach the Credit Operations Lead and Credit Control team
• Set clear objectives, KPIs, and review performance regularly
• Promote accountability, ownership, and a high-performance culture

Ledger Management & Allocation

• Oversee weekly allocation completion targets and ledger reconciliation
• Conduct weekly debtor reviews with each team member
• Maintain clean, audit-ready ledgers
• Ensure all queries have a support ticket raised.

Reporting & Insights

 Deliver regular reporting and insights across:

• Aged debt profile
• Weekly cash collection vs target
• Credit note trends and root cause
• Query volume and resolution rates
• Payment and credit allocation performance
• Billing backlog and renewal accuracy
• Top 50 debtors and action plans

#LI-MP1

Experience

• Proven experience in Credit Management, Billing, or O2C leadership roles
• Experience driving cash and overdue targets in a SaaS or recurring revenue business
• Strong leadership and stakeholder engagement capability

Skills

• Deep understanding of O2C lifecycle and controls
• Strong attention to detail, ledger ownership, and audit readiness
• Highly analytical with the ability to turn data into actionable insights
• Proficiency in Excel and platforms like NetSuite, Salesforce, and ServiceNow

KPIs / Success Metrics

• Cash collected vs target
• Aged debt reduction
• Weekly allocation completion
• % reduction in credit notes and billing backlog
• Ensuring orders on hold are resolved with in 30 days
• Timeliness and accuracy of renewals
• Clean and updated Top 50 Debtors report
• Improved query and resolution cycle time

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. 
• Life Insurance - 3x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success