Manager- Sales Operations (OTC)
Bunge
APAC/Oceania, India, Punjab
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Salary
Rank
Senior Manager
Responsibility
Process Roles
Scope
Regional
Workplace
100% in office
Functions
Customer Service
IT
Marketing
Reports to
SR. MANAGER/AGM - Customer Service & Sales Support
Level
N-3
Travel Max:
0%
Posting Date
08-14-2025
Description
Position will be responsible for service delivery management and transformation of Customer Service & Sales Support function from BBS MOH; individual will be leading a team engaged in service delivery of Customer Service & Sales Support, Controls adherence and period end closing & reporting for different regions within BEMEA/BAS/BNA. Identify improvement / automation opportunities within existing process and drive improvement initiatives towards digitalization of Customer Service & Sales Support function.
Key Responsibilities
Operational Leadership and Team Management:
- Oversee the end-to-end Customer Service & sales order process, ensuring accurate, timely, and efficient order entry, processing, and fulfilment.
- Collaborate with the sales, logistics, and finance teams to ensure alignment on order priorities, timelines, and product availability.
- Monitor order volumes, identify bottlenecks, and implement corrective actions to improve order cycle times.
- Develop and enforce standard operating procedures (SOPs) for the Customer Service & Sale management process.
- Ensure service delivery excellence across global teams, meeting or exceeding client KPIs and SLAs.
- Manage budgets and optimize resource allocation for efficiency and cost-effectiveness.
- Own the strategy for managing customer claims, ensuring quick resolution and maintaining high customer satisfaction levels.
- Lead cross-functional teams to address claims issues that may require investigation or coordination with multiple departments.
- Develop and implement policies to streamline the claims resolution process, reducing the frequency and impact of claims.
Customer Support & Guidance Oversight:
- Monitor team performance to ensure that customer issues, concerns, and questions are resolved promptly and professionally.
- Act as an escalation point for complex customer issues that require higher-level intervention or strategic problem-solving.
- Ensure that the team is offering expert financial guidance and consistent communication to clients throughout their participation in the program.
Strategic Account Management:
- Ensure the team is addressing high-value clients and at-risk cases with the appropriate attention and action plans.
- Develop and implement strategies for customer retention, minimizing churn, and maximizing the likelihood of successful program completion.
- Collaborate on improving customer satisfaction and service offerings by identifying opportunities for cross-functional initiatives and improvements.
- Lead process optimization initiatives across Customer Service & Sale functions to improve operational efficiency and customer experience.
- Drive automation, AI and technology adoption within the order management and claims processes to enhance scalability, reduce manual errors, streamline workflows and improve client outcomes.
- Design and execute change management strategies to ensure smooth transitions during transformations.
- Engage with global teams and clients to foster collaboration, trust, and buy-in for transformation initiatives.
Reporting & Performance Metrics:
- Provide regular reports and dashboards on team performance, customer satisfaction, and program outcomes to senior leadership.
- Analyze key customer success metrics to assess the health of the customer base, identify potential risks, and ensure the achievement of business goals.
Customer-Centric Approach:
- Passionate about helping clients succeed and committed to delivering exceptional customer service.
- Empathetic, patient, and understanding when dealing with clients facing financial challenges.
- Build and maintain relationships with internal teams and external clients, fostering open and transparent communication.
- Regularly provide updates to leadership and clients on performance, challenges, and opportunities.
- Act as a trusted advisor to senior management, providing insights and recommendations on improving customer satisfaction and operational performance.
Qualification & Requirements
Key Competencies:
- Global Mindset: Ability to understand and adapt to cultural nuances and global business practices.
- Customer-Centric Approach: Prioritize client satisfaction and proactively address their needs.
- Transformational Leadership: Drive innovation and navigate complexity to achieve organizational goals.
- Resilience: Thrive in a dynamic environment with competing priorities.
Knowledge and Skills
Behavior
- Make decisions aligned to Bunge’s global strategy, business needs and financial goals and explore new perspectives by driving innovation.
- Cultivate strong relationships and networks, effectively influence others, and develop talent to excel in their current and future roles.
- Develop data driven strategies aligned with Bunge’s priorities, energize others to action through clear and compelling communication.
Technical
- Ability to partner with other BBS Team Managers to optimize processes across the SSC
- In depth knowledge of end-to-end OTC process
- Strong knowledge SAP environment.
- Process Transition & Transformation
- Reporting & Analytics (Advance Excel, SharePoint, PowerBI or Tableau knowledge will be an added advantage)
Education & Experience
- Bachelor’s degree in business administration, Supply Chain Management, or a related field (MBA or equivalent preferred).
- 12+ years of experience in Customer Service & Sales Support operations, shared services, or BPO environments, with at least 5 years in a senior leadership role.
- Proven experience leading large teams and managing cross-functional initiatives in a fast-paced, dynamic environment.
- Expertise in driving organizational transformation, change management, and stakeholder engagement.
- Strong understanding of supply chain, logistics, and customer service operations.
- Familiarity with technologies (e.g., SAP., BI Tools, SharePoint and SaleForce etc.) and automation tools is highly desirable.
- Experience working in a similar Shared Services Centre setup a distinct advantage
- Strong Customer Service & Sales Support Domain expertise (end to end OTC function).
- Six Sigma or GB/Black Belt, Project Management and People management skills.
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
Bunge
Industry
Food Production
Revenue
$59.54B
Employees
23,000
Fortune 500 Rank
NA
Global 500 Rank
#230
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