Senior Manager - OTC
Senior Manager - OTC
Posted on :
31-07-2025
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1 Vacancy
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Job Description
Location :Mohali
City :Mohali
State :Punjab (IN-PB)
Country :India (IN)
Requisition Number :39444
Identify improvement / automation opportunities within existing process and drive improvement initiatives towards digitalization of Customer Service & Sales Support function.
An ideal candidate is a proactive deadline driven task manager with an eye for process improvement. You are motivated by making an impact on your workplace and thrive on recognizing a challenge implementing a solution monitoring success and continuously thinking outside the box to optimize new or existing processes.
Passionate about helping clients succeed and committed to delivering exceptional customer service.
Empathetic patient and understanding when dealing with clients facing financial challenges.
a. Oversee the end-to-end Customer Service & sales order process ensuring accurate timely and efficient order entry processing and fulfilment.
b. Collaborate with the sales logistics and finance teams to ensure alignment on order priorities timelines and product availability.
c. Monitor order volumes identify bottlenecks and implement corrective actions to improve order cycle times.
d. Develop and enforce standard operating procedures (SOPs) for the Customer Service & Sale management process.
e. Ensure service delivery excellence across global teams meeting or exceeding client KPIs and SLAs.
f. Manage budgets and optimize resource allocation for efficiency and cost-effectiveness.
g. Own the strategy for managing customer claims ensuring quick resolution and maintaining high customer satisfaction levels.
h. Lead cross-functional teams to address claims issues that may require investigation or coordination with multiple departments.
i. Develop and implement policies to streamline the claims resolution process reducing the frequency and impact of claims.
2. Customer Support & Guidance Oversight:
a. Monitor team performance to ensure that customer issues concerns and questions are resolved promptly and professionally.
b. Act as an escalation point for complex customer issues that require higher-level intervention or strategic problem-solving.
c. Ensure that the team is offering expert financial guidance and consistent communication to clients throughout their participation in the program.
3. Strategic Account Management:
a. Ensure the team is addressing high-value clients and at-risk cases with the appropriate attention and action plans.
b. Develop and implement strategies for customer retention minimizing churn and maximizing the likelihood of successful program completion.
c. Collaborate on improving customer satisfaction and service offerings by identifying opportunities for cross-functional initiatives and improvements.
d. Lead process optimization initiatives across Customer Service & Sale functions to improve operational efficiency and customer experience.
e. 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.
f. Design and execute change management strategies to ensure smooth transitions during transformations.
g. Engage with global teams and clients to foster collaboration trust and buy-in for transformation initiatives.
Reporting & Performance Metrics:
a. Provide regular reports and dashboards on team performance customer satisfaction and program outcomes to senior leadership.
b. Analyze key customer success metrics to assess the health of the customer base identify potential risks and ensure the achievement of business goals.
5. Customer-Centric Approach:
a. Passionate about helping clients succeed and committed to delivering exceptional customer service.
b. Empathetic patient and understanding when dealing with clients facing financial challenges.
c. Build and maintain relationships with internal teams and external clients fostering open and transparent communication.
d. Regularly provide updates to leadership and clients on performance challenges and opportunities.
e. Act as a trusted advisor to senior management providing insights and recommendations on improving customer satisfaction and operational performance.
7. Key Competencies:
a. Global Mindset: Ability to understand and adapt to cultural nuances and global business practices.
b. Customer-Centric Approach: Prioritize client satisfaction and proactively address their needs.
c. Transformational Leadership: Drive innovation and navigate complexity to achieve organizational goals.
d. Resilience: Thrive in a dynamic environment with competing priorities.
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 Bunges priorities energize others to action through clear and compelling communication.
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.
Bunge (NYSE: BG) is a world leader in sourcing processing and supplying oilseed and grain products and ingredients. Founded in 1818 Bunges expansive network feeds and fuels a growing world creating sustainable products and opportunities for more than 70000 farmers and the consumers they serve across the globe. The company is headquartered in St. Louis Missouri and has 25000 employees worldwide who stand behind more than 350 port terminals oilseed processing plants grain facilities and food and ingredient production and packaging facilities around the world.
Bunge is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity gender expression transgender status national origin citizenship age disability or military or veteran status or any other legally protected status. Bunge is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled
Required Experience:
Senior Manager
Employment Type
Full Time
Key Skills
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