Senior Manager - OTC

This position will be responsible for service delivery management and transformation of the Customer Service & Sales Support function from BBS MOH. The individual will lead a team engaged in service delivery, controls adherence, and period-end closing & reporting across various regions (BEMEA/BAS/BNA). The role includes identifying improvement or automation opportunities and driving digitalization initiatives across the function.

An ideal candidate is a proactive, deadline-driven task manager with strong process improvement skills, motivated by impact and dedicated to delivering exceptional customer service. Empathy and a deep understanding of client needs are essential.

Main Accountabilities:

Operational Leadership and Team Management

• Oversee the end-to-end customer service & sales order process ensuring accuracy, timeliness, and efficiency
• Collaborate with sales, logistics, and finance teams to align priorities, timelines, and product availability
• Monitor order volumes, identify bottlenecks, and implement corrective actions to improve cycle times
• Develop and enforce SOPs for the Customer Service & Sales management process
• Ensure service excellence across global teams while meeting/exceeding KPIs and SLAs
• Manage budgets and optimize resources
• Lead strategy and resolution process for customer claims
• Drive cross-functional resolution of claims involving multiple departments
• Streamline claims resolution to reduce frequency and business impact

Customer Support & Guidance Oversight

• Monitor team performance to ensure timely and professional handling of customer concerns
• Serve as escalation point for complex issues
• Ensure consistent, expert financial guidance and communication to clients

Strategic Account Management

• Ensure high-value clients and at-risk cases receive strategic attention
• Develop customer retention strategies to reduce churn
• Collaborate to improve satisfaction through cross-functional initiatives
• Lead process optimization across CS & Sales functions
• Drive automation, AI, and digital tools in order and claims management
• Design and lead change management strategies
• Foster collaboration with global teams and clients for transformation initiatives

Reporting & Performance Metrics

• Provide dashboards and reports on performance, satisfaction, and outcomes
• Analyze key metrics to evaluate customer health, identify risks, and align with business goals

Customer-Centric Approach

• Demonstrate passion for client success and service excellence
• Show empathy and patience when dealing with financially challenged clients
• Build and maintain open, trusting client relationships
• Provide performance updates and strategic insights to leadership
• Act as a trusted advisor on customer operations and satisfaction

Key Competencies:

• Global mindset: Adapt to cultural nuances and global practices
• Customer-centric approach: Prioritize and anticipate client needs
• Transformational leadership: Drive change and foster innovation
• Resilience: Navigate complex and dynamic business environments

Knowledge and Skills:

Behavioral:

• Make decisions aligned with global strategy and financial goals
• Build and influence cross-functional relationships
• Communicate compellingly and mobilize teams
• Develop talent and cultivate a performance-oriented culture

Technical:

• Deep knowledge of end-to-end OTC process
• Expertise in SAP and Order to Cash processes
• Experience with process transitions and transformations
• Proficient in reporting tools: Advanced Excel, SharePoint, Power BI, Tableau (preferred)
• Familiarity with Salesforce and automation tools
• Collaborative mindset to work with other BBS team managers

Education & Experience:

• Bachelor's degree in Business Administration, Supply Chain Management, or related field
• MBA or equivalent (preferred)
• 812 years of experience in Customer Service & Sales Support, Shared Services, or BPO
• Minimum 5 years in a senior leadership role
• Proven ability to lead large teams and manage cross-functional transformation initiatives
• Deep understanding of supply chain, logistics, and customer operations
• Experience in Shared Services Center setup (preferred)
• Domain expertise in Customer Service & Sales Support (end-to-end OTC)
• Six Sigma GB/Black Belt, Project Management, and People Management skills