Manager Shared Services

Description

Manager – Quality Audit (Order to Cash

Job Title: Manager – Quality Audit (Order to Cash) 

Position Summary 
We are seeking a highly motivated and experienced Manager – Quality Audit to lead the Quality Management Framework for Order to Cash (OTC) operations across Billing, Cash Application, Collections, and Dispute Resolution. This role will be accountable for designing and sustaining a disciplined, repeatable, and data-driven audit program that improves operational accuracy, strengthens internal controls, and connects quality outcomes to measurable business performance. The Manager will collaborate closely with vendor partners and cross-functional stakeholders to define requirements, co-build audit solutions, and drive successful deployment of audit workflows, risk-based sampling, defect management, RCA/CAPA processes, and quality performance reporting across OTC operations. The role will also establish globally aligned audit standards, governance routines, and calibration practices to ensure consistency, transparency, and continuous improvement. The ideal candidate will combine strong OTC process expertise, audit and controls knowledge, leadership capability, and a proven ability to convert quality insights into sustained operational improvement and service excellence.

Key Responsibilities 

Quality Management Framework Leadership: Lead the end-to-end quality audit program for OTC processes and define enterprise standards for audit execution, governance, and continuous improvement across regions and teams. 

Audit Strategy & Execution: Design and run transaction-level audits across Billing, Cash Application, Collections, and Dispute Resolution using approved scorecards, evidence requirements, and quality dimensions such as SOP adherence, documentation, approvals, coding accuracy, outcome quality, and closure/completion. 

Sampling Methodology: Establish and maintain risk-informed sampling methodologies by process and subprocess, with clear rules for ramp-up, stabilization, and run-rate operations; increase sample rates based on repeat defects, declining quality trends, new transitions, or elevated business risk. 

Error Taxonomy & Calibration: Standardize critical and non-critical error definitions, promote consistent scoring through calibration sessions, and resolve audit disputes through fact-based review and governance escalation when needed. 

Defect Management, RCA & CAPA: Own the defect management process, including centralized defect logging, trend analysis, root cause analysis, corrective and preventive actions, containment, effectiveness validation, and closure discipline. 

Governance, Controls & Compliance: Strengthen governance by ensuring adherence to internal controls, audit standards, SOX/statutory requirements, and approved operating procedures. Support control documentation, audit readiness, and remediation tracking in partnership with internal and external audit stakeholders. 

Performance Reporting & Business Insight: Develop and socialize scorecards, dashboards, and management reporting that provide visibility to audit pass rates, defect trends, critical error rates, rework, first-time-right, process accuracy, CAPA closure, and links to business outcomes such as customer experience, revenue protection, working capital, and SLA performance. 

Stakeholder Management: Act as the primary quality contact for operations leaders, process owners, transition teams, and cross-functional partners. Facilitate daily quality huddles, weekly calibrations, and monthly quality and operations reviews to drive issue resolution and decision-making. 

Continuous Improvement & Automation: Identify recurring pain points and conversion opportunities for SOP updates, job aids, training refresh, control redesign, and automation of sampling, audit execution, defect tracking, and reporting. Champion use of digital tools and analytics to improve audit efficiency and traceability. 

Team Leadership & Capability Building: Recruit, coach, and develop quality analysts or auditors; set performance expectations; create capability plans; and build a prevention-led quality culture that drives accountability, consistency, and operational excellence. 

Transition & Stabilization Support: Provide quality oversight for migrations, scope expansions, and process changes by validating readiness criteria, reviewing documentation, increasing audit coverage where appropriate, and ensuring a controlled handoff to steady-state operations. 

Customer and Business Outcome Focus: Ensure audit findings are translated into meaningful operational actions that reduce escalations, improve service quality, protect cash flow, reduce revenue leakage, and strengthen overall OTC health. 

Minimum Qualifications 

Bachelor’s degree or equivalent in Finance, Accounting, Business Administration, Commerce, Management Information Systems, or a related discipline. 

8–10 years of progressive experience in Order to Cash, Accounts Receivable, Finance Shared Services, Quality Audit, Controls, or Operational Excellence roles. 

Demonstrated experience across key OTC sub-processes such as Billing, Cash Application, Collections, Dispute Resolution, and AR reporting or reconciliations.  Working with

3+ years of people leadership or matrix leadership experience in a shared services, GBS, BPO, or complex operations environment. 

Experience designing or managing audit frameworks, scorecards, sampling plans, defect management, and RCA/CAPA processes. 

Strong familiarity with internal controls, SOX or compliance requirements, and process documentation standards. 

Certifications 

Preferred: CPA, CA, CIA, CISA, Six Sigma Green Belt/Black Belt, Lean, or equivalent quality / audit certification. Certified Internal Auditor (CIA), Certified Information Systems Auditor (CISA), PMP, Quality Management certifications, or other finance controls / continuous improvement credentials. 

General Accountabilities and Job Information 

This role typically operates in a global or regional shared services environment and may require collaboration across time zones and functional boundaries. 

Success in this role is measured through sustained improvements in audit accuracy, reduction in repeat defects and rework, stronger compliance adherence, improved governance effectiveness, and demonstrable impact to OTC business outcomes. Strong coaching and people-development capability with a track record of building high-performing, quality-focused teams. 

High attention to detail, sound judgment, and a balanced approach to risk, compliance, customer experience, and productivity. 

Experience with process transitions, shared services, global business services, or outsourced delivery ecosystems is an advantage. 

Exposure to digital quality monitoring, workflow automation, and analytics-led continuous improvement is a plus. 

JOB CATEGORY

First Line Management

JOB PURPOSE

To provide advice and guidance at regional/divisional level and effectively manage a team of professionals and/or subject
matter experts. Responsibilities may include interfacing with corporate level management

PEOPLE AND
PERFORMANCE
MANAGEMENT

Recruits, develops, motivates and manages the team’s performance. Provides guidelines, support and coaching to ensure
that team members have the competencies, capabilities, and tools to consistently deliver individual and team objectives

PLANNING

Coordinates resources with team to ensure the identification and development of goals relating to business initiatives and
activities within remit, and in alignment with divisional and corporate goals. Ensures all factors and risks are accounted for
in team planning, leads team in communications of initiatives and activities to key stakeholders and secures commitment.
Finalizes and presents plans to senior management for approval. Supports teams inside and outside department in the
preparation of more complex business initiatives, business cases or plans as required.

TECHNICAL
EXPERTISE

Maintains and develops expert knowledge of relevant FedEx standards and external requirements (including US/EMEA
regulations), and managerial areas, including excellent understanding of the internal and external business environment.
Builds team capabilities to provides expert advice on complex or unique issues, which often includes exploring new,
dynamic or innovative business opportunities and solutions.

PROCESSES &
PROCEDURES

Coordinates and leads the design of process improvements, systems development, or the implementation of best practice
within area of expertise.

MAXIMISING
OPPORTUNITIES

Proactively identifies and analyses business issues, opportunities, and constraints. Evaluates and makes decisions on
high impact issues (e.g., significant resource investments, business dependent systems or activities, revenue generation).
Leads and sponsors the implementation to ensure results are realized

RESEARCH &
ANALYSIS

Supports department by conducting high quality analysis, issues recommendations and contributing to strategic planning,
as required, within and across regions. Supports the development and communication of effective reports to key
stakeholders, including executive/senior management.

PROJECT
MANAGEMENT

Oversees team projects/initiatives within expertise in order to deliver results within time and budget. Supports the team
using project management tools and processes to plan and control various project /programs. Leads and/or participates
in the implementation phase of approved solutions.

BUDGET MANAGEMENT

Manages the departmental budget and takes appropriate actions in order to optimize costs and to remain within agreed
parameters.

COMPLIANCE

Ensures assigned department activities are completed on time and effectively. This involves identifying opportunities to
improve department quality and productivity, such as developing more effective ways of working that are consistent with
internal priorities, policies, external regulatory and legal requirements, while also assessing potential risks to the
department, project or wider business

ALIGNMENTS

Builds effective networks relationships within own team and with key stakeholders across the business in order to achieve
optimal business outcomes. Maintains external alignments with customers, relevant subject matter experts (SMEs) or
external bodies as required. Represents company in external organizations

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.