Team Lead - Sales Operations

To lead and manage the Order to Cash (OTC) operations for a global service delivery function, ensuring smooth execution of order processing, billing, cash application, credit, collections, and dispute management. This role includes overseeing process compliance, driving performance improvements, handling escalations, and enabling operational excellence aligned with global KPIs and SOX/statutory guidelines.

Key Responsibilities

Operational Excellence

• Monitor daily contract entry and issuance to ensure adherence to global KPIs across all value chains.
• Drive process performance, resolve critical operational issues, and act as a strategic problem solver.
• Guide the team to manage daily OTC transactions (Order Mgmt, Billing, Credit, Collections, Disputes, Cash Apps) efficiently and compliantly.
• Lead and execute well-defined control processes including SOPs, process maps, and dashboards.
• Ensure SOX and other statutory/audit requirements are met with clean audit trails.
• Perform month-end checks and ensure timely resolution of accounting queries and reporting issues.

Team Leadership & Development

• Build domain knowledge within the team and develop Subject Matter Experts (SMEs).
• Act as the escalation point for complex customer issues and provide strategic resolutions.
• Monitor team KPIs, coach for performance improvements, and manage resource allocations and leave planning.
• Develop succession planning, identify training needs, and support ongoing team capability building.
• Provide knowledge-sharing sessions, encourage talent retention, and promote collaboration across the team.

Stakeholder Management

• Act as a liaison between business units, finance, customers, and leadership.
• Ensure effective communication of service-level performance, exceptions, and month-end progress.
• Manage governance meetings, report SLAs, KPIs, and ensure high service standards are consistently met.

Continuous Improvement & Reporting

• Drive and support Lean / Six Sigma / Automation initiatives for process transformation.
• Prepare and publish monthly reports, dashboards, and scorecards for leadership and stakeholders.
• Identify patterns in data and propose solutions based on root cause analysis and trend identification.
• Stay aligned with industry-leading practices and promote digitization within the OTC function.
• Ensure usage and optimization of reporting tools like Power BI, SharePoint, and Power Automate.

Key Competencies

Behavioral

• Proactive problem-solving and decision-making aligned with Bunge's global strategy.
• Resilient, adaptable, and able to thrive in dynamic, evolving environments.
• Ability to lead through influence and collaborate across cross-functional teams.
• Customer-centric mindset and a passion for delivering superior service.

Technical

• Solid understanding of end-to-end OTC lifecycle: Order Management, Billing, Credit, Collections, Disputes, Cash App & Compliance.
• Strong proficiency in SAP, Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Experience with workflow & reporting tools: Power BI, Tableau, SharePoint, Power Automate.
• Strong analytical thinking and data interpretation skills.
• Experience working in a Shared Services / BPO setup is preferred.

Education & Experience

• Bachelor's or Master's degree in Commerce, Business, or Finance (B.Com, M.Com, MBA or equivalent).
• 68 years of relevant experience in managing end-to-end OTC service delivery.
• Prior experience in FMCG, Commodity, or Trading industry is an added advantage.
• Lean Six Sigma (Green Belt/Black Belt) and Project Management skills preferred.