Team Lead - OTC

• Will be responsible for full operational control and end-to-end contract entry and order management activities.
• Responsible for people management encompassing the end-to-end processes of talent acquisition, talent optimization, and talent retention while providing continued support for the business and guidance for the employees of the organization.
• Able to champion the workload distribution to efficiently deliver the global KPIs of Customer Service COE.
• This role requires end-to-end visibility of commodity value chains to holistically define/change the operation model as and when required.

Main Accountabilities:

Team Management:

• Monitor daily contract entry and issuance to meet global KPIs across all value chains
• Impart domain knowledge to the team to build a pool of subject matter experts (SMEs)
• Handle and resolve critical issues and propose solutions
• Support in process transitions and stabilization; ensure well-defined control processes, SOPs, and KPIs
• Lead and guide the team to communicate and manage daily operational activities with stakeholders
• Handle succession planning, identify training needs, and support resource development
• Monitor team performance to ensure prompt and professional resolution of customer issues
• Act as escalation point for complex issues requiring strategic problem-solving
• Track performance and drive best-in-class KPIs
• Perform month-end checks and ensure accounting queries are resolved within deadlines
• Work cohesively to achieve both individual and team goals

Additional Responsibilities:

• Prepare monthly reports and scorecards
• Manage work allocation and leave planning for the team
• Ensure SOX and other statutory compliance; maintain clean audit reports
• Coordinate for smooth closure of month-end activities
• Identify and propose industry-leading process improvements
• Handle exceptions, conduct root cause analysis, and proactively prevent recurrence
• Guide and support the team through knowledge sharing and best practices in talent optimization and retention

Financial Literacy:

• Good understanding of Order to Cash vertical: Order management, billing, credit & compliance, cash application, collections, disputes management, controls adherence, and period-end closing & reporting
• Lead or identify Lean/Six Sigma projects aimed at process improvement and automation

Knowledge and Skills:

Behavioral:

• Improve business outcomes through data-driven decisions and a customer-first approach
• Collaborate and communicate effectively
• Proactively develop oneself and solve problems
• Manage work efficiently, especially during periods of change or challenge

Technical:

• Relevant experience in Customer Service & Order to Cash
• Ability to work independently and deliver high-quality results under pressure
• Experience in managing people and processes through change
• Strong communication skills (written and oral) in English
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Fair understanding of BI/reporting tools: Power BI, Tableau, SharePoint, Power Automate
• Ability to analyze data and spot patterns
• Experience with SAP system

Education & Experience:

• Regular B.Com / MBA / M.Com or equivalent master's degree from a recognized institution
• 68 years minimum experience managing service delivery for Order to Cash functions
• Experience in commodity/FMCG sector is an added advantage
• Experience in Shared Services Centre setup preferred
• Strong Customer Service & OTC domain expertise (end-to-end OTC function)
• Knowledge of Lean or Six Sigma methodology, project management, and people management skills