Job
Description
Will be responsible for full operational control and end-to-end contract entry and order management activities. He is responsible for People management encompassing the end-to-end processes of talent acquisition, talent optimization, and talent retention while providing continued support for the business and guidance for the employees of an organization. Able to champion the workload distribution to efficiently deliver the Global KPI s of Customer Service COE. This role requires end to end visibility of Commodity value chains to holistically define/change the operation model as and when required. Main Accountabilities 1. Team Management: a. Monitor Daily contract entry and issuance meet Global KPIs, across all value chains on a daily basis. b. Ability to impart domain knowledge to the team to build a pool of subject matter experts (SMEs). c. Handle and resolve critical issues and propose solutions. d. Provide support in process transitions and work on process stabilization, have well defined control process, SOPs and KPIs. e. Lead and provide guidance to the team to effectively communicate and handle all day-to-day operational related activities with various stakeholders. f. Handle succession planning, identify training needs and work on resource development to build a self-reliant and efficient team. g. Monitor team performance to ensure that customer issues, concerns, and questions are resolved promptly and professionally. h. Act as an escalation point for complex customer issues that require higher-level intervention or strategic problem-solving. i. Accountable for tracking performance and driving best in class KPIs. j. Perform Month End Checks for Team and ensure accounting queries are resolved within the agreed deadline k. Work in coherence to achieve self and team goals. 2. Additional responsibilities: a. Preparing monthly reports and scorecards. b. Manage work allocation and leaves plan of the team. c. Ensuring SOX and other statutory requirements are met and clean audit reports. d. Ensuring close coordination with team to have smooth closure of month end activities. e. Identify and propose ways of process improvement as per Industry leading practices. f. Handle exceptions generated, perform root cause analysis to resolve current issues and act proactively to avert potential issues in future g. Provide guidance and support to the team, knowledge sharing and best practices for talent optimization and retention. Financial Literacy: a. Good understanding of Order to Cash vertical, Order management, Billing, Credit & Compliance, Cash Application, Collections, Disputes management, Controls adherence and period end closing & reporting. b. Lead / identify projects Lean or Six Sigma projects aimed for process improvements / automations Knowledge and Skills Behavior Improve Bunges outcomes by making data-driven decisions, keeping the customer at the forefront of all they do, and proactively gaining insight into the global strategy. Collaborate, effectively communicate with others and take initiative to continually develop themselves. Pursue opportunities to solve problems and take action while maintaining the ability to manage work, even in times of challenge or change. Technical Relevant experience in Customer Service & Order to Cash Ability to work independently, efficiently and deliver high quality output under time pressure Experience in managing people and processes through a sustained period of change Strong written & oral communications skills in English. Computer proficient and competency in Microsoft Office (Word, PowerPoint, Excel, Outlook). Fair understanding of BI/Reporting tools like Power BI, Tableau, SharePoint & Power Automat. Ability to spot patterns and analyses data Experience in working with SAP system. Education & Experience Regular B.Com/MBA/M.Com or equivalent master s degree from a recognized institution 6 - 8 minimum years of experience in managing service delivery for order to cash functions Experience of Commodity/FMCG will be an added advantage Excellent computer skills and competency in Microsoft Office (Word, PowerPoint, Excel, Outlook) Experience working in a similar Shared Services Centre setup a distinct advantage Strong Customer Service & OTC Domain expertise (end to end OTC function) Lean or Six Sigma Methodology, Project Management and People management skills
