Global Operations Lead Order to Cash

Today, Lonza is a global leader in life sciences operating across five continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

Lonza AG is seeking a Global Operations Lead Order to Cash (O2C). This position, based in Costa Rica, is responsible for overseeing and optimizing O2C processes on a global scale. The role ensures the efficient functioning of O2C functions in shared service centers located in Manchester, UK, and San Jose, Costa Rica. It plays a vital role in Lonza's growth by improving financial operations and delivering exceptional service in alignment with global strategies.

Key responsibilities:

• Lead day-to-day O2C operations, ensuring timely and accurate billing, collections, dispute resolution, and cash application.

• Manage and track important metrics for O2C processes, ensuring targets for cash flow, collections, and other critical metrics are met or exceeded.

• Oversee O2C teams in Manchester and San Jose, fostering a high-performance culture and supporting continuous learning and development.

• Identify and support the implementation of process optimization strategies to improve efficiency, reduce errors, and enhance service delivery.

• Collaborate closely with internal teams such as Controlling, Sales, Account Managers, Program Managers, and Supply Chain to ensure smooth end-to-end processes and rapid resolution of operational issues.

• Ensure all O2C operations adhere to internal policies, controls, and local regulations, mitigating financial risks by maintaining robust credit control and collections procedures.

• Maintain a high level of customer satisfaction by ensuring timely and accurate billing, efficient dispute management, and strong communication with internal and external collaborators.

• Provide regular performance reports and insights to the Global Head OTC, highlighting key achievements, risks, and opportunities for improvement.

• Coach and mentor team members, supporting professional growth and building a strong talent pipeline within the O2C teams.

• Foster a culture of Innovation and Continuous Improvement by sharing standard methodologies, actively promoting them, and leading by example.

Key requirements:

• Proven ability to lead and develop large teams across multiple geographies and cultures.

• Deep understanding of the full Order to Cash cycle, including billing, credit control, collections, dispute management, and cash application.

• Strong analytical skills with the ability to use data to monitor performance, set targets, and identify areas for improvement.

• Proactive and resourceful in identifying operational challenges and implementing effective solutions.

• Excellent interpersonal and communication skills, with the ability to work effectively with diverse teams and senior leadership.

• Experience driving process improvements and managing change within a shared service or global organization.

• Proficient in ERP systems (e.g., SAP, Oracle) with a focus on O2C modules. Experience with workflow automation tools and reporting platforms is a plus.

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.