Manager- OTC

Position will be responsible for service delivery management and transformation of Customer Service & Sales Support function from BBS MOH. The individual will lead a team engaged in service delivery across Customer Service & Sales Support, controls adherence, and period-end closing & reporting for different regions (BEMEA/BAS/BNA).

The ideal candidate is proactive, deadline-driven, process-oriented, and thrives on continuous improvement and digital transformation.

Main Accountabilities:

Operational Leadership and Team Management

• Oversee the end-to-end customer service and sales order process, ensuring accurate and timely order entry, processing, and fulfilment
• Collaborate with sales, logistics, and finance teams to align order priorities and timelines
• Monitor order volumes, identify bottlenecks, and implement corrective actions
• Develop and enforce standard operating procedures (SOPs)
• Ensure service delivery excellence across global teams, meeting or exceeding client KPIs and SLAs
• Manage budgets and optimize resource allocation for efficiency
• Lead strategy for managing customer claims with high satisfaction levels
• Guide cross-functional teams to address and resolve claims issues
• Implement policies to streamline claims resolution and reduce recurrence

Customer Support & Guidance Oversight

• Monitor team performance to ensure timely and professional resolution of customer issues
• Act as an escalation point for complex customer matters
• Ensure consistent client communication and expert financial guidance

Strategic Account Management

• Prioritize support for high-value clients and at-risk cases
• Develop and implement customer retention strategies
• Drive improvements in customer satisfaction and service offerings
• Lead process optimization initiatives across Customer Service & Sales functions
• Champion automation and AI adoption in order and claims management
• Design and implement change management strategies
• Foster global collaboration and buy-in for transformation initiatives

Reporting & Performance Metrics

• Provide regular reports and dashboards to senior leadership
• Analyze customer success metrics to monitor performance, identify risks, and align with business goals

Customer-Centric Approach

• Demonstrate empathy and professionalism when dealing with clients facing financial challenges
• Build strong relationships with internal and external stakeholders
• Provide strategic advice to senior management on customer service improvements
• Maintain open communication and share performance updates

Key Competencies:

• Global Mindset: Navigate cultural differences and global practices
• Customer-Centric Approach: Proactively address client needs and satisfaction
• Transformational Leadership: Lead innovation and manage organizational complexity
• Resilience: Perform under pressure and dynamic conditions

Knowledge & Skills:

Behavioral:

• Make decisions aligned with global strategy and business goals
• Cultivate strong networks, influence stakeholders, and develop talent
• Communicate clearly and drive data-driven actions
• Foster innovation to improve customer experience

Technical:

• Strong end-to-end knowledge of the OTC process
• Ability to optimize processes in coordination with BBS team managers
• Experience in SAP environment
• Expertise in process transition and transformation
• Reporting and analytics proficiency (Advance Excel, SharePoint, Power BI, Tableau preferred)
• Familiarity with tools like Salesforce and automation platforms

Education & Experience:

• Bachelor's degree in Business Administration, Supply Chain Management, or related field
• MBA or equivalent (preferred)
• 12+ years of experience in Customer Service & Sales Support or shared services/BPO
• Minimum 5 years in a senior leadership role
• Proven leadership of large teams and cross-functional initiatives
• Strong supply chain, logistics, and customer service operations knowledge
• Experience with Shared Services Centre setup (preferred)
• Domain expertise in end-to-end OTC processes
• Six Sigma (GB/BB), project management, and people management experience