Senior Manager

Location : Mohali

City : Mohali

State : Punjab (IN-PB)

Country : India (IN)

Requisition Number : 39444

Job Description

Business Title

Senior Manager - OTC

Global Job Title

Mgr II Customer Services

Global Function

Business Services

Global Department

Customer Services (DEP_BBS2)

Organizational Level

7

Reporting to

Size of team reporting in and type

7 to 10

Role Purpose Statement

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.

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.

Main Accountabilities

. Operational Leadership and Team Management:

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.

1. 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.

1. 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.

1. 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.

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).

• 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, Bunge's expansive network feeds and fuels a growing world, creating sustainable products and opportunities for more than 70,000 farmers and the consumers they serve across the globe. The company is headquartered in St. Louis, Missouri and has 25,000 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