Order-To-Cash Process Lead

About The Role

Knight Frank is seeking an Order to Cash (O2C) Process Lead to join their Head Office at 55 Baker Street. The role focuses on driving operational process excellence across the end to end revenue cycle for the UK business within a large, complex commercial real estate environment. Responsibilities include managing and developing a small team, executing daily process transactions, optimizing billing, collections, cash application, and credit management processes across a diverse portfolio of customers. The position works closely with Finance and other business teams across Residential, Commercial, International, and Business Services to enhance cash flow, strengthen controls, and deliver best in class service to internal and external stakeholders.

Key Responsibilities

• Own and continuously improve the end to end O2C process (lease billing, service charge recovery, debtor management, cash application, dispute resolution).
• Identify and implement process improvements, automation opportunities, and standardisation across regions and asset classes.
• Establish KPIs and dashboards to monitor performance and own process efficiency opportunities.
• Lead system enhancements and transformation initiatives to achieve best in class processing.
• Drive improvements in cash collection, debtor days (DSO), and cash forecasting accuracy.
• Oversee credit control strategies and ensure effective escalation of aged debt.
• Partner with business leads to improve client payment performance.
• Proactively manage, control and reduce unallocated debt.
• Manage timely processing of sales invoices and credit notes through to cash allocation when required.
• Lead, develop and motivate a high performing accounting team.
• Provide clear direction, coaching, and performance management to direct reports.
• Build a culture of accountability, continuous improvement, and technical excellence.
• Act as a key advisor to senior finance leadership on O2C matters.
• Collaborate with business teams to ensure billing accuracy and dispute resolution.
• Influence key decision makers on process improvements and policy adherence.
• Ensure strong financial controls, compliance, and audit readiness across O2C processes.
• Maintain adherence to accounting standards, contractual obligations, and update internal policies such as credit control and revenue recognition.
• Support internal and external audits as required, and remediate queries.

Qualifications

• Minimum 5 years of Order to Cash / Accounts Receivable leadership experience.
• Recognised credit management (CICM) or recognised accounting qualification.
• Experience in commercial real estate, property management, or complex multi entity environments (desirable).
• Background in shared services or global business services environments (desirable).
• Strong understanding of billing cycles, service charges, cash application, debt recovery, account reconciliations, customer onboarding/CDD processes.
• Proven track record of driving process improvement and transformation, reducing aged debt, and establishing firm credit policies without damaging external relationships.
• Leadership & behavioural skills: strategic thinker, influential leader, people leadership, change agent, commercial mindset, analytical & data driven, resilient & adaptable.
• Systems and IT competence: SAP (general and sales ledger) essential; intermediate Excel knowledge; banking portals experience desirable.
• Underlying experience managing a team of 5 (UK landscape) with turnover £450M and about 3,700 active customer accounts.
• Competitive salary.