Responsibilities
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.
ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies.
Team Introduction
The Finance AR Team is in charge of the full O2C process, from credit risk assessment to contract review, payment terms assignment, billing queries and adjustments (including rebates and incentives), account suspensions and re-activations, overdue management and reduction, amicable collection and legal action, bad debt accruals, and write-offs.
Responsibilities
We are looking for a senior service delivery role to lead a diverse team of service workforce that focuses on supporting our customers and internal stakeholders through the entire Order to Cash (O2C) cycle.
- Lead delivery and outsourcing efforts for our global Order to Cash (O2C) operations
- Oversee all service delivery processes to ensure strong governance, standard metrics reporting, and project management/planning with respect to O2C vendor-related projects
- Define success metrics and manage vendor's KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
- Main point of contact and facilitates resolution for first level service escalations,
- Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams, keeping the SoPs updated at all times.
- Measures Service Provider service quality and core metrics against SLA Lead cadenced operational reviews with vendor and process area and ensure consistent operational reporting
- Drive business reviews (MBR, QBR) and governance, challenge status quo, identify opportunities & initiatives to optimize workflows, enhance quality of service and drive continuous improvement in partnership with the vendors & internal functional owner/s
- Identify training needs and work with all functional teams to deploy training for TikTok's BPO tier 1.
- Implement best practices, set up processes and policies to cover all O2C processes and make sure service policies are in line with each region's customer demand and regulations.
- Develop and implement contingency plans and/or corrective actions.
Qualifications
Minimum Qualifications:
- Bachelor's degree or above in Finance/Accounting/Business Administration or any related discipline.
- Minimum 5 yrs of experience in service management, finance service delivery, or Order to Cash (OTC) service operations.
- Solid understanding of financial management and reporting with experience working with outsourced global providers and BPO vendors.
- Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Proven ability to work across functional and geographic boundaries.
Preferred Qualifications:
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to work in a fast-paced and complex global environment, including substantial flexibility to accommodate working hours in multiple regions.
- Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned activities, while managing complexity and ambiguity.
#LI-GY2
ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
