Order to Cash Customer Service Center Process Manager (Pooling)

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Role Location:Taguig City, Philippines
Reporting to:O2C Service Delivery Director
Direct Reports:Regional Team Leads (Asia & Americas)
Span of Control:Team Leads, Customer Service teams, and project representatives
Team Size:More than 25 employees

GBS Order to Cash Customer Service Manager (Center Process Manager - Asia & Americas)

TheGBS Order to Cash Customer Service Managerleads endtoend Customer Service operations within GBS across Asia & Americas, ensuring highquality, standardized, and efficient delivery of domestic OrdertoCash processes across all markets in scope. Operating as a senior role, this position owns customer service delivery in close collaboration with markets, factories, and global stakeholders, translating global GSC strategy into consistent operational execution at scale.

The role is accountable for customer order fulfillment covering volumes of approximately 50 BNU, with continued growth driven by GBS expansion and increased scope of activities. Through strong business partnership and operational excellence, the role directly supports revenue realization, cash flow, service performance, cost efficiency, and the scalability of the GBS operating model, enabling market and category expansion.

Key Responsibilities

A. Service Delivery Ownership

• Accountable for endtoend Customer Service operations across assigned markets, including Order Management, Delivery Management, Billing and Invoicing, Returns and Complaints, Customer Support, and Controls and Compliance.
• Owns service delivery performance, ensuring accuracy, timeliness, and compliance across highvolume transactions.
• Ensures consistent execution of SAP and related systems, maintains data quality, executes required controls, and embeds IWS and a zeroloss mindset to continuously improve operational efficiency.

B. Stakeholder, Business Partnership & Escalation Management

• Acts as the primary interface and escalation point for markets, factories, and GSC and Finance stakeholders.
• Builds strong business partnerships to balance service excellence with operational efficiency, resolves operational and strategic issues in a timely manner, and ensures alignment between business requirements and GBS delivery.

C. Strategy Deployment, Geo Expansion & Scope Growth

• Implements global GSC and O2C strategies across markets by translating strategic priorities into actionable execution plans.
• Drives standardization, harmonization, and continuous improvement initiatives, adapts to new marketspecific requirements, and supports onboarding of new domestic markets into GBS scope.

D. Leadership & Talent Development

• Leads and develops Customer Service teams, including Team Leads, Specialists, and Experts.
• Establishes clear accountability and ownership models, drives performance management and coaching, fosters a strong serviceoriented and business partner mindset, and builds a sustainable succession pipeline.

E. Continuous Improvement

• Leverages tools, data, and analytics to optimize operations. Identifies and drives process improvements and efficiency initiatives, reduces manual work through automation and AI adoption, supports implementation of new tools and system enhancements, and promotes a culture of continuous improvement and innovation aligned with IWS principles.

F. Global & Functional Project Execution

• Owns execution of global, regional, market, and functional O2C / GSC initiatives, ensuring alignment with operational priorities and capacity.
• Oversees rollout of new processes, systems, and operating models, ensures golive readiness and stabilization, and embeds project outcomes into businessasusual operations.

G. Performance Management & KPIs

Ensures effective monitoring of key KPIs to enable factbased decisionmaking and regular performance reviews with GBS and business stakeholders. Coverage includes operational effectiveness (accuracy, timeliness, service levels, issue resolution), efficiency and productivity (volumes, productivity per FTE, cost, automation, standardization), customer and market outcomes (satisfaction, escalation management, effective handling of inquiries and complaints), governance and controls (compliance and audit adherence), and continuous improvement aligned with IWS priorities.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Finance, or a related field.
• Significant experience in Customer Service, OrdertoCash, or Order Management operations, with exposure to SAP or similar ERP systems.
• Proven experience leading largescale (10+ FTEs), multicountry or regional teams.
• Strong leadership and people management capabilities, strong stakeholder management and influencing skills, and an analytical, performancedriven mindset with the ability to manage complex, highvolume operations at scale.

What to Expect:At JTI GBS, we prioritize your wellbeing with comprehensive wellness initiatives, hybrid and flexible work arrangements, and benefits such as daily meals and shuttle services. As part of our global business services hub, you'll gain access to worldclass development programs and opportunities to collaborate, grow, and progress across JTI's international markets.

Are you ready to join us Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor Assessment tests Interviews Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.