Order-to-Cash EMEA: Dispute Governance Expert

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This is an exciting opportunity to join Strategic, Cash Collections Team, part of EMEA RET – Regional Expert Team

As the Order-to-Cash (O2C) EMEA Dispute Governance Expert (Strategic Segment), you will act as a strategic change agent and bridge-builder between the O2I and Cash Collections Teams across the EMEA Region. You will enable collaboration, make empowered decisions and drive the adoption of the new Dispute Governance Policy. Working in close partnership, you will lead joint decision-making on exception handling, organize enablement sessions (internal and to broader stakeholders in EMEA such as AE/PBM), and champion a One EMEA O2C mindset.

This high-visibility role requires superb communication skills, structured problem solving, and the ability to tailor messaging for diverse audiences, including Senior Leadership. You will report to the Regional Head of Cash Collections EMEA, and functionally to the RET – Regional Expert Team Coordinator, and will influence the way disputes are created, managed, prioritized, and resolved across the Region

General Expectations:

As part of its daily tasks the Regional Expert Team will take care of:

• Support on the investigation, analysis and problem solving.
• Ensure accuracy in the financial records through proper execution of operational tasks.
• Stick to the standard processes and cash collections tools.
• Monitoring and Reporting of the most critical KPI(s).
• Participation in key global projects.
• Preparation, execution and monitoring of period close activities (month and quarterly end).
• Trusted Advisor of the Regional Head of Cash Collections EMEA and Cash Collections Leadership Team EMEA.
• Other relevant activities.
• Customer centricity / Engagement

What you'll do

• Act as the alignment point between O2I (Credit Governance Team, Dispute Cases, Ticketing) and Cash Collections for prioritization, timely resolution, escalations; ensure consistent application within the Region.
• Act as a change agent to implement and sustain the Dispute Governance Policy across EMEA O2C, establishing One EMEA O2C as the operating norm in collaboration with the O2C Leadership.
• Lead joint decision-making on exception handling, ensuring empowerment at appropriate levels, to prevent escalations and accelerate resolution of priority dispute cases.
• Build and drive enablement programs (workshops, playbooks, templates, and learning sessions) informed by lessons learned, to uplift both O2I and Cash Collections capabilities.
• Create and own governance forums and meeting cadences with clear agendas, owner accountability, and actionable outcomes; monitor progress against defined KPIs and milestones.
• Apply global guardrails, criteria, and guidelines for dispute categorization, triage, prioritization, and timely resolution; ensure consistent application within the Region.
• Operationally support prioritization of disputes in collaboration with Finance Managers and Functional Leads.
• Conduct root-cause analyses to identify training needs, process gaps, and system or data quality issues; translate findings into concrete improvements for both O2I and Cash Collections.
• Drive continuous improvement initiatives using agile project approaches, delivering incremental benefits in dispute cycle time, resolution quality, and backlog reduction.
• Build a strong, trust-based partnership within EMEA O2C and own escalation paths that promote collaboration, speed, and quality.
• Communicate progress, risks, and wins to Senior Leadership with concise, audience-tailored messaging; influence stakeholders across Regions to adopt and sustain changes.
• Act as a role model for collaboration and learning, fostering a culture where both Teams feel empowered to decide, learn, and improve together

Work Experience

• Experience working within a finance related field (+4/ 5 years).
• Working experience within a Shared Service Center (+4/ 5 years)

What you bring

• Strong experience in Order-to-Cash environments, with a track record of dispute handling and successful cross-team collaboration.
• Proven ability to drive change, comfortable with ambiguity and able to translate policy into practical, day-to-day actions.
• Exceptional communication skills; adept at tailoring messages to different audiences & ability to build relationships across functions and geographies, with a collaborative, calm, and constructive approach.
• Negotiation and influencing capabilities; able to broker win-win solutions and empower Teams with clear decision rights.
• Data-driven mindset with proficiency in Excel (formulas, pivot tables) and comfort with data analytics tools; able to translate metrics into actionable improvements.
• Customer-centric thinking with a focus on high-value cases, aging risk, and strategic customer segments

Meet your team Our team covers all Cash Collections functions within the EMEA Region. You will work closely with the EMEA Regional Head, the Cash Collections Leadership Team, and the O2I Leadership. Our organization comprises approximately 50 colleagues, spanning O2I and Cash Collections across multiple countries, all focused on delivering best-in-class service and continuous improvement. You will be at the heart of cross-functional collaboration, knowledge sharing, and enterprise-wide process improvement, helping the two Teams act as one cohesive EMEA Order-to-Cash organization

What you'll find here

• A high-visibility, high-impact role with the autonomy to shape policy adoption and cross-team collaboration.
• A culture that values learning, openness, and continuous improvement.
• A dynamic environment where complex problem solving, negotiation, and clear communication are rewarded

If you're a strategic thinker who thrives on building bridges between functions, enabling Teams to make confident decisions, and driving measurable improvements in dispute governance, this is your opportunity to lead one of the most critical O2C initiatives in EMEA

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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Requisition ID: | Work Area: Finance | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid