DGM/ GM

Job Description

1. Order Management & Governance

• Act as the process custodian for all order capture methods across the cluster, ensuring adherence to COPC operational standards.
• Review and manage deviations from system-generated suggested orders; perform root cause analysis and align corrective actions with business requirements.
• Guide PAC teams in resolving order-related issues by liaising with regional sales teams, distributors, and central SPOCs as needed.
• Drive order processing through the CRS platform in collaboration with sales teams and distributors, ensuring strict CRS compliance and change management.

2. Sales Planning, Execution & CRS Management

• Partner with Heads of Sales (HoS) to gather demand planning inputs, align sales targets, and coordinate distributor engagement.
• Ensure CRS compliance, distributor business (DB) alignment, and determine PDP for all CRS distributors in the cluster.
• Collaborate with Logistics and Commercial teams to ensure On-Time-In-Full (OTIF) performance.
• Maintain and update master data in coordination with sales leadership, including user ID creation for newly onboarded distributors and handling organizational structure changes.

3. Operational Support & Issue Resolution

• Act as the escalation point for operational issues raised by PAC teams, raising and tracking tickets until closure.
• Deliver training programs to distributors to enhance operational efficiency and compliance.

4. Process Control & KPI Measurement

• Ensure end-to-end process compliance for order processing across Traditional Trade (TT) and Organized Trade (OT) channels.
• Guarantee timely OT appointment capture in OMS to achieve higher OTIF and service levels for OT customers.
• Monitor and report on key KPIs, including must-bill adherence, range/SKU adherence, CRS compliance, fill rate, and service levels across territories.