Global Process SME - Order Management and Fulfillment

Job Title: Global Process SME-Order Management and Fulfillment

Location: Bangalore / Chennai

ABOUT UNILEVER
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

ABOUT GDT:

GDT is the global digital and technology engine of Unilever offering business services, technology, and enterprise solutions. GDT serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit. 

JOB PURPOSE

Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. If you are passionate in business transformation, implementing changes with long-term impact at Unilever, and collaborating with cross-functional teams then this role is just for you.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

The Customer Operations Subject Matter Expert (SME) for Order to Cash (O2C) – Sales Order Management will act as a functional expert in the company’s global IT transformation journey. This role will focus on designing standardized processes, gathering requirements, supporting solution delivery, and ensuring compliance and change adoption across multiple markets. The SME will collaborate with cross-functional teams, IT partners, and business stakeholders to enable a seamless transition to the new digital platform. The SME collaborates closely with Supply Chain, Commercial, IT, and Customer Service teams to support process standardization and transformation initiatives. Supports process documentation, requirements gathering, testing, and training efforts. Provides detailed support in configuration and rollout of the sub-process solution.

Key Responsibilities:

• Process Design & Standardization

• Define and document global standard processes for Sales Order Management within the O2C domain.

• Align process design with industry best practices like using EDI, OCR, VMI and company objectives.

• Define and document end-to-end Order Promising and Stock Allocation processes aligned with global O2C standards. Should have proficiency in understanding existing stock allocation logics, rules applied and systems used across markets

• Define and document end-to-end O2C processes for Order Fulfillment and Delivery aligned with global standards.

• Define and document end-to-end Billing process aligned with industry best practices and SAP capabilities.  

• Identify opportunities for process simplification and automation.

• Ensure consistency across regions while accommodating necessary local regulatory requirements.

• Requirements Gathering & Fit-Gap Analysis

• Conduct workshops with business teams to capture functional requirements.

• Perform FIT/GAP analysis between current processes and proposed solutions.

• Translate business needs into clear functional specifications for IT teams.

• Validate requirements to ensure alignment with global template and transformation goals.

• Solution Delivery Support

• Collaborate with IT and implementation partners during solution design and build phases.

• Review functional configurations and provide feedback to ensure compliance with business needs.

• Support testing cycles (SIT, UAT) by preparing test scenarios and validating outcomes.

• Act as a liaison between business and technical teams to resolve issues promptly.

• Controls & Compliance

• Ensure process designs adhere to internal controls and external compliance requirements.

• Embed audit and risk management principles into the O2C solution.

• Monitor compliance during deployment and post-go-live phases.

• Support documentation for SOX and other regulatory audits.

• Stakeholder Management

• Engage with global and regional business leads to drive alignment and buy-in.

• Communicate project updates, risks, and mitigation plans effectively.

• Manage expectations across multiple stakeholders, including IT, finance, and operations.

• Foster collaboration between cross-functional teams to achieve transformation objectives.

• Change Management & Training

• Develop and deliver training materials for end-users on new O2C processes and tools.

• Support change management initiatives to ensure smooth adoption of new systems.

• Act as a change ambassador, addressing concerns and promoting benefits of transformation.

• Provide post-go-live support and continuous improvement recommendations.

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

• Minimum of 5+ years of experience in the specific process area as required by the role 

• Solid GBS or Corporate Reporting experience is a must

• Proven track record of successfully leading change projects and handling process change is preferred 

• Market experience in reporting area is an addition

Skills

• Good communication and stakeholder management skills

• Strong analytical and problem-solving abilities

• Ability to work in a cross-functional team in a dynamic environment

Leadership

• You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins.

• You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.

Our commitment to Equality, Diversity & Inclusion 

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.