Top 10 Challenges for Order to Cash Global Process Owners in 2022

What you’ll learn

  • Learn about GPOs and their responsibilities in a GBS organization
  • The top 10 challenges GPOs divided into two categories – leadership related and performance related

Who are O2C GPOs, and what are their responsibilities?

Order to cash Global Process Owners (GPOs) are responsible for directing and managing the end-to-end A/R process within a Global Business Service (GBS) organization. They analyze the efficiency, quality, and transformation of business processes in GBS that have been influenced by technological and infrastructural developments.

They are responsible for creating an effective and efficient process, implementing it with the right people, financial, and technological resources, and providing quality outcomes as required by the organization.

What are GPOs’ primary responsibilities?

The Global Process Owners are responsible for the process’s performance, change management, and they:-

  • Describe the process’s mission, vision, strategy, goals and measure them.
  • Engage with stakeholders to meet their expectations and requirements.
  • Set and track performance goals.
    • Define and track KPIs (Key Performance Indicators).
    • Communicate performance using customized dashboards.
  • Plan and manage the possibilities for process improvement.

What are the key challenges for GPOs in 2022?

Top 10 challenges for GPO in order to cash

Leadership Related challenges

Simply appointing an experienced process leader isn’t enough; finding the appropriate individual to fill the role for effective transformation that leads to world-class processes is crucial.

  • Disruption challenges

    GPOs who have reached a certain level of maturity are typically hesitant to change their whole operating strategy. This often leads to half-developed transformations in the process. Hence, it’s imperative that GPOs keep an open mind when approaching process transformations.

  • GPO Functional Challenges

    GPOs’ role overlaps with other roles in the GBS organization. There is no one size fits all definition for a GPOs’ responsibility. It’s completely dependent on process requirements and many times GPOs learn on the go for improving the GBS performance.

  • Change Management

    Even if senior management fully embraces the GBS model, there will probably be pushback from local regions/functions that are resistant to losing autonomy. Obtaining buy-in from all related functions is a difficult task that needs excellent change management skills.

  • Lack of a Clear Mandate

    GPOs have to drive process improvements without an official mandate in place. They have to think on their feet and develop ideas that enforce change and progress in the overall process.

  • Interpersonal Skill Improvement

    A GPO must also have good interpersonal skills to get buy-in from senior managers while maintaining enough influence to impose change on other managers.

Performance Related Challenges

GPOs have to drive standardization and transformation. They have to guarantee that the end-to-end process achieves its optimization goals.

  • Technological Challenges

    Many GBS firms have different platforms for different processes or roles. They can also have multiple instances across various regions. It might be challenging to integrate systems and standardize processes across platforms. So, to overcome these challenges, GPOs need to collaborate effectively with the IT team.

  • Balancing Strategies

    GPOs must strike the correct balance between macro-level strategies and micromanagement. Although they must have a thorough awareness of local procedures and management, they often become engrossed in day-to-day activities. Setting priorities is an essential skill for GPOs.

  • Roadmap Clarity

    The GBS model constantly overlaps with other frameworks, structures, offices, and leaders, and it is important to recognize right away that the implementation plan will rarely go straight. GPOs must embrace themselves for these challenges and adapt as the situation demands it.

  • Process Measurement Challenges

    GPOs attempt to measure processes against international standards. Not all regions, offices, or functions, should be treated equally. They have to understand where to enforce global standards and where to implement local standards.

  • Customer Experience Challenges

    Customers can get lost in the clutter during the process improvement. GPOs must ensure that customer relationship are not impacted by communicating and smoothly implementing changes within their process.


GPOs will play an essential role in enhancing how GBS organizations partner with the overall business to drive more value. They can significantly help change detrimental behavior, reinforce the organization’s general culture and brand with proper management support.

GPOs need to expect some of the challenges outlined above when they initiate step into their role or when performing based on their capabilities. Proactively identifying solutions for these challenges is an essential step to be successful in their GBS organization.

View this infographic from SSON to gain more insights into the various challenges GPOs need to look out for in 2022.

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