The
OTC Service Lead plays a strategic role in leading a team of O2C Service Representatives and driving continuous improvement and customer-centric service delivery across a highly automated and complex Order-to-Cash (OTC) process. Operating within the GBDS team, this role focuses on two main aspects:
Leading the team of Service Representatives for the assigned geographies and line of business Identifying, leading, and implementing initiatives that enhance service quality, streamline processes, and improve customer experience
With deep expertise in leading teams in a complex multi-stakeholder setup covering end-to-end processes and system integrations, the Service Lead operates across multiple geographies and lines of business to deliver excellent customer service by managing and maintaining critical operations. This role provides strategic direction, operational leadership, and team guidance to drive service excellence, safeguard revenue, and strengthen internal and custo...