Global OtC Operation Manager

About the job

At HEINEKEN Kraków (HEINEKEN Global Shared Services) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN.We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.

The Global Finance Operations Manager is part of the global Finance Operations leadership team, based in Krakow. The position is responsible for ensuring the effective and consistent delivery of the end to end Order to Cash process across all Heineken Business Services centers. This role ensures that global standards are applied in daily operations, drives operations execution, and supports continuous improvement initiatives in alignment with the global finance strategy and priorities. As part of the Finance Operations Leadership Team, owns process strategy, policies, standardization, service execution & results including KPIs achievement, quality of operations and customer satisfaction. This position will require to be in the office at least 3 days per week.

Key Responsibilities:

Standard Process Delivery

• Shape OtC Strategy globally

• Ensure the execution of the single finance process OTC in accordance with globally defined standards, policies, and procedures.

• Monitor adherence to process documentation, control frameworks, and compliance requirements across all HBS Centers.

• Support the rollout of global process changes and ensure timely adoption across regions.

• Interacts with specific process Global Process Owner for any related changes in policies, standards & improvementsz

• Coordinate across all Finance streams and teams in Poland Center being proxy to the Center Director.

Operational Oversight

• Manage and oversee finance service delivery across multiple HBS locations, ensuring accuracy, timeliness, and quality of transactions

• Track and report performance against defined SLAs and KPIs, identifying gaps and initiating corrective actions.

• Coordinate with local delivery leads to ensure consistent execution and issue resolution.

• Responsible for the results of the process related NPS score – identifies & drives required improvements actions

Stakeholder Collaboration

• Act as a key liaison between HBS centers and GPO, as well as other functions as might be needed, to ensure smooth process execution.

• Support regional and OpCo stakeholders with process related queries, escalations, and service feedback.

• Facilitate regular governance meetings to review performance, share best practices, and alignon priorities. Manage process related governance internally (between teams across different centres) and externally (for service recipients e.g. OpCos, Regions)

Process Compliance & Controls

• Ensure compliance with internal controls, audit requirements, and regulatory standards (e.g., SOX, tax regulations).

• Oversee internal and external audits by providing documentation and process insights.

• Monitor and mitigate risks related to process operations, including fraud prevention and segregation of duties.

Team Coordination & Capability Building

• Manage functionally respective process managers across HBS Centres and capability development.

• Support knowledge sharing and best practice dissemination across HBS centers.

• Contribute to talent development and succession planning within the process delivery stream

Key Qualifications & Experience 

• Bachelor’s degree in finance, Accounting, Business Administration or related field. Advanced degree or certification (e.g, CPA, CMA, Six Sigma) is a plus

• Work experience: 8+ years of experience in finance operations with experience in managing global service delivery teams.

• Strong understanding of shared services/GBS models and global finance operations.

• Proficiency in ERP systems (SAP, Oracle, etc) and PtP-related technologies

• Experience in managing cross-functional and cross-regional teams.

Skills/Competencies:

• Operational excellence and process discipline

• Strong stakeholder management and communication skills

• Analytical mindset and problem-solving ability

• Change management and adaptability

• Team leadership and collaboration

What we offer:

• Private Medical Healthcare

• Performance bonus

• Pluxee card

• Life insurance

• Referral program

• Development opportunities

• Local and global job opportunities within HEINEKEN

• Hybrid work model

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.