Escalation Analyst - St. Louis, MO or Greenville, SC (Hybrid)

Escalation Analyst - St. Louis, MO or Greenville, SC (Hybrid)

The Escalation Analyst role contributes to the success of One Hubbell Finance (OHF) by investigating and escalating situations which may be negatively impacting the Hubbell Order to Cash (OTC) cycle. This role will be responsible for successfully identifying the scope of changes needed, seeking alignment from stakeholder on needed actions, building a timeline to implement and must be adept at reporting out the status of the various initiatives to management as needed. Successful candidates will be able to work with individuals at all levels, internally and externally to influence change as well as to advocate for why change is required. This role works cross-functionally to keep key departments, stakeholders and customers informed and updated on progress related to the change being advocated. Developing a root cause analysis, influencing changed process/behavior, and building a plan to positively influence the OTC cycle is key to success. The role is a subject matter expert in the people and roles within the Hubbell businesses as well as within the OTC organization. The position will spend considerable time creating, evaluating, and sharing data about the OTC cycle with the business group(s) they support. The role works independently and prioritizes efforts in unison with OHF objectives.

A Day In The Life Step into the fast?paced world of Order?to?Cash performance, where each day brings new challenges, cross?functional collaboration, and opportunities to strengthen customer relationships and internal processes. Here's what you can expect:

• Reporting Leadership: Take charge of monthly reporting for your assigned Hubbell Business Segment, gathering key data and presenting it in the segment's preferred formats.
• Analytics Review: Regularly examine AR reports and performance metrics to identify trends, customer challenges, and areas of concern within the OTC cycle.
• OTC Process Optimization: Leverage your understanding of the Hubbell OTC process to spot opportunities to improve KPIs such as DSO, weighted average days past due, and percent current.
• Cross?Functional Collaboration: Partner with Collections, Customer Service, Sales, and Operations teams across the organization to understand process issues, document findings, and recommend improvements.
• Customer Process Analysis: Identify gaps between customer AP processes and the Hubbell OTC workflow. Document discrepancies and communicate them clearly to leaders and stakeholders at all levels.
• Meeting Facilitation: Lead and organize meetings with internal teams and external customers to diagnose issues, align on action plans, and ensure new or updated processes are fully understood.
• Customer Alignment: Work directly with customers to develop best practices that enhance payment behavior and processing efficiency. Build consensus and influence positive outcomes throughout the OTC ecosystem.
• Transition Management: When necessary, create and execute transition plans for accounts or processes shifting to a new SOP or collector, ensuring seamless continuity in service.
• Process Documentation: Develop detailed standard operating procedures (SOPs) that reflect agreements between all stakeholders. Conduct follow?ups to ensure compliance and validate expected results.
• Project Support: Perform basic project management tasks to drive initiatives forward and maintain alignment across teams.

To excel as an Escalation Analyst, you'll bring a strong mix of technical expertise, analytical ability, and collaborative skills. Success in this role comes from a balance of experience, communication strength, and a comfort with both data and process improvement. Key areas that will help you thrive include:

• Clear Communication: Strong written and verbal communication skills to interact effectively with customers, internal teams, and leadership at all levels.
• Order-to-Cash / AR Experience: 46 years of experience in Accounts Receivable, Order?to?Cash, deductions, collections, or another transaction?based accounting function, ideally within a large organization.
• ERP & Systems Knowledge: 3+ years working with enterprise-level accounting or ERP platforms such as SAP or Oracle; familiarity with CRM or AR support systems is a plus.
• Educational Foundation: A bachelor's degree in accounting, finance, business, or a related field is preferred.
• Technical Proficiency: Intermediate skills in the Microsoft Office suiteparticularly Excel, Word, PowerPoint, and Outlookto analyze data, prepare documentation, and support reporting tasks.
• Process & Documentation Skills: Ability to create, interpret, and maintain standard operating procedures (SOPs), workflows, and process documentation using inputs from customers, IT, and internal stakeholders.
• Analytical & Problem-Solving Ability: Strong skills in identifying root causes, diagnosing process gaps, interpreting AR/OTC metrics, and recommending solutions.
• Collaboration with IT: Experience partnering with IT on requirements gathering, user acceptance testing, troubleshooting, or supporting electronic transaction processes is beneficial.
• Electronic Transaction Knowledge: Familiarity with EDI, AP portals (such as Ariba or custom web-based platforms), and electronic payment methods like ACH/CTX.
• Data & Reporting Skills: Experience with Power BI or other data analytics tools is preferred to support KPI tracking and reporting improvements.
• Goal?Oriented Mindset: Demonstrated ability to meet deadlines, manage priorities, and contribute to improvement of KPIs such as DSO, wADP, and % Current.
• Influence & Facilitation: Comfortable leading cross-functional discussions, aligning stakeholders, and driving follow-through on new or improved processes.