Key Responsibilities
End-to-End OTC Operations
- Lead order management, invoicing, credit reviews, collections, dispute resolution, and cash application
- Ensure processing accuracy and SLA compliance
- Partner with sales, logistics, supply chain, and finance to resolve workflow issues
Business & Client Management
- Oversee daily process activities and manage client communications
- Handle escalations and ensure high-quality service delivery
- Monitor operational performance and set strategic objectives
Process Improvement & Innovation
- Identify bottlenecks and implement productivity improvements
- Drive standardization, automation, and continuous improvement
- Support transitions, knowledge transfer, and stabilization
Compliance & Governance
- Ensure adherence to internal controls and legal requirements
- Support audits and maintain escalation matrices
- Keep Desktop Procedures updated and aligned
Reporting & Analysis
- Report on key OTC metrics (DSO, overdue accounts, cash flow)
- Analyze risks and recommend improvement actions
Leadership & Team Management
- Lead, coach, and develop OTC professionals
- Ensure cross-training, onboarding, and capability building
- Foster a customer-centric and performance-driven culture
