OTC Booking Manager

Job description

Job Description Build your best future with the Johnson Controls teamAs a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing.We are a Great Place To Work-Certified organization. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! What we offer: • Competitive salary • Paid vacation/holidays/sick time • On the job/cross training opportunities • Encouraging and collaborative team environment • Dedication to safety through our Zero Harm policy • : OTC Order Processing Manager  (India) – UK & US Customers Role Summary The OTC Order Processing Manager is responsible for leading the end-to-end order management function for UK and US customers, ensuring customer orders are processed accurately, efficiently, and in compliance with contractual agreements and internal controls. The role serves as a critical bridge between Sales, Customer Success, Operations, Billing, and Finance to ensure seamless order execution, revenue realization, and customer satisfaction. The position will drive operational excellence through process standardization, automation, strong governance, and continuous improvement while leading a team supporting global operations across UK and US markets. Key Responsibilities 1. End-to-End Order Management • Lead the entire order processing lifecycle from order receipt through order fulfillment. • Ensure accurate creation and maintenance of customer orders within ERP and order management systems. • Review and validate customer purchase orders, contracts, and order documentation. • Ensure orders are processed in accordance with agreed customer terms and conditions. • Monitor order queues to ensure adherence to service level agreements (SLAs). • Resolve order processing issues impacting invoicing, fulfillment, or revenue recognition. 2. Order Validation & Contract Compliance • Verify order completeness and accuracy before order entry. • Review:  o Customer purchase orders o Contracts and Statements of Work (SOWs) , Subscription and service agreements o Renewal documentation • Ensure compliance with corporate revenue recognition requirements. • Identify and escalate contractual inconsistencies before order acceptance. 3. Customer Master Data & Order Governance • Oversee customer master data maintenance processes. • Ensure proper approval and documentation for:  o New customer setups o Customer modifications o Billing profile updates • Maintain strong governance surrounding order creation and modification activities. 4. Pricing & Commercial Controls • Validate order pricing against approved commercial agreements. • Ensure pricing approvals comply with delegated authority policies. • Coordinate with Sales and Commercial teams regarding pricing discrepancies. 5. Revenue Assurance Support • Partner with Billing teams to ensure orders support accurate revenue recognition. • Ensure proper documentation exists for:  o Milestone billing , Subscription billing ,Recurring services o Professional services engagements • Minimize revenue leakage through order quality reviews. \   6. Stakeholder Management Serve as primary liaison between: • Sales Teams • Customer Success Teams • Operations Teams • Billing Team Responsibilities include: • Managing order-related escalations. • Resolving customer onboarding issues. 7. Process Improvement & Transformation • Drive standardization of global order processing procedures. • Identify opportunities to improve:  o Order cycle times o Order accuracy 8. Controls, Compliance & Audit Readiness • Ensure compliance with:  o Internal control frameworks o Revenue recognition policies • Maintain proper segregation of duties (SoD). • Ensure complete documentation for all order processing activities. Key Performance Indicators (KPIs) Operational Metrics • Order Entry Accuracy % • Order Processing Turnaround Time • First Pass Order Acceptance Rate Skills & Qualifications Education & Experience • CA / MBA Finance / Commerce graduate • 8–12+ years of experience in AR Order Processing  • Experience supporting UK and US customers Functional Competencies • Strong knowledge of:  o Accounts Receivable and collections processes o Working capital management (DSO, cash flow) o Dispute resolution and customer management Leadership & Behavioral Skills • Strong stakeholder management and influencing skills • Ability to handle escalations and difficult customer conversations • High ownership and outcome-driven mindset Preferred Experience • Experience in transitioning or centralizing coll