Senior Capability Manager(DPO)

Job Summary

The Capability Manager, Lead to Cash / Order to Cash (L2C / O2C) will build and scale domain capability across end-to-end O2C processes. The role connects strategy with execution through role-skill-proficiency frameworks, learning journeys, process standards, solution assets, performance benchmarks and transformation enablers to improve market positioning, solution quality, profitability, employee capability, and future-ready delivery.

15+ years of relevant experience

M. Com, MBA (Finance) or equivalent. Professional qualification is preferable

Key Responsibilities

 

1. Practice & Capability Development

• Develop and maintain O2C capability assets, frameworks, playbooks, process standards and knowledge repositories.
• Track market trends, emerging skills, automation technologies, and industry best practices across L2C / O2C.
• Define domain skills, proficiency levels, role expectations, certification paths and validation mechanisms.
• Create Lead to Cash playbooks, golden process maps, maturity benchmarks and role-skill profiles; Own and maintain skill inventory.

 

2. Learning, Certification, and Talent Pool Readiness

• Design proficiency-based learning programs, training content and certification pathways.
• Partner with L&D, SMEs and external providers to deliver O2C domain training programs
• Build a ready internal talent pool for future Lead to Cash demand, transition and delivery roles.
• Enable mentoring, coaching, knowledge-sharing forums and SME communities.

 

3. Transformation and Consulting

• Identify cost optimization, productivity, margin improvement and standardization opportunities.
• Lead process assessments, maturity evaluations and transformation roadmap development.
• Drive improvement using Lean, Six Sigma, RPA, AI, OCR, workflow, analytics and process mining levers.

 

4. Solutioning and Business Development

• Support RFPs, RFIs, client proposals, due diligence and solution presentation.
• Design target operating models, solution frameworks, methodologies and reusable assets.
• Develop staffing, sizing, pricing and productivity models for O2C processes.
• Participate in client workshops and articulate HCLTech capability, benchmarks, and differentiators.

 

5. Delivery Enablement and Collaboration with Delivery Units

• Partner with Delivery Managers to identify capability gaps and improvement opportunities.
• Support transition and stabilization with domain inputs, scope validation, activity mapping and process design.
• Conduct process audits, benchmark delivery performance and recommend improvement actions.

 

6.  Performance Standards, Quality and Risk

• Define and implement KPI frameworks, performance standards, quality criteria and proficiency-linked scorecards.
• Partner with Quality, Service Assurance, Risk and Delivery teams to create quality frameworks, controls and governance guidelines.

Skill Requirements

• Strong end-to-end knowledge of Lead to Cash / Order to Cash, including billing, credit, collections, cash application, deductions, disputes, AR reporting and customer account management.
• 15+ years of F&A BPO, Shared Services or GBS experience with strong O2C domain exposure.
• Hands on experience as Domain Process Lead, Solution Lead, Capability Manager or Transformation Lead.
• Experience in process transformation, continuous improvement, standardization, benchmarking and operating model design.
• Knowledge of Lean, Six Sigma and process excellence methodologies.
• Exposure to widely used ERPS like SAP S/4HANA, Oracle Fusion Cloud ERP
• Familiarity with UiPath, Automation Anywhere, Microsoft Power Automate, OCR, AI, workflow and analytics solutions.
• Strong analytical, presentation, stakeholder management, structured problem-solving and consulting skills.

Other Requirements