Senior Manager- OTC

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.

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.

Qualification & Requirements

• 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).
• 8 – 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…