RESEARCH & DISCOVERY

Finance operations in EMEA were burdened by fragmented systems, lack of performance visibility, and highly manual workflows across OTC, collections, and customer contact. I led a discovery initiative to map key inefficiencies and uncover transformation opportunities across data, automation, and customer experience.
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STRATEGY MAPPING

Three interconnected pillars were defined:

1. Automation Enablement – using RPA to address system gaps in invoice handling, remittance logic, and data sync.
   
2. Data Visibility – building a regional data warehouse and dashboard model to provide the first unified view of OTC performance.
   
3. Operational Integration – enhancing the GetPaid implementation and deploying an AVAYA contact center to streamline customer interactions.

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PROCESS ENGINEERING

• Built RPA bots for invoice copy handling (JDE/B2C)
  
• Developed automated ERP-to-GetPaid data flows
  
• Embedded FIFO-triggered remittance follow-ups via bots
  
• Created a Microsoft Access–based data warehouse; designed Power BI dashboards
  
• Implemented GetPaid enhancements + AVAYA contact center setup for centralized resolution
  
  

TESTING & ITERATION

Performance was continuously measured through SLA tracking, AR aging metrics, unapplied cash levels, and agent throughput. Results were validated year-over-year to assess gains across finance operations.
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 THE SOLUTION

• RPA workflows aligned data and eliminated manual handoffs
  
• Unified OTC performance dashboards improved insight and accountability
  
• Contact center and collections systems were integrated into a seamless service model
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THE OUTCOME

• Past Due AR Reduction:
  
  • 2020: 20%
    
  • 2021: 52%
    
  • 2022: 62%
    
    
• Unapplied Cash Reduction:
  
  • From over 30% to 3–4%
    
• Service Cost Savings:
  
  • 2020: 19 FTE saved
    
  • 2021: 10 FTE saved(from ~300 FTE baseline)