OTC Manager

About Kerry Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment. About the role

Pivotal leadership role within the Global Business Services (GBS) function, specifically under the Taste and Nutrition division. The role is responsible for overseeing the end-to-end OTC process, which includes order management, billing, collections, dispute resolution.

Key responsibilities

• Project Leadership & Transformation.
• Cross-Functional Coordination and stakeholder management
• Monitor and address the needs and concerns of clients (both internal and external).
• Ensure that clients are satisfied with the overall process delivery.
• Establish and maintain working relationships with clients. Conduct customer relationship management (CRM) and regular calls.
• Maintain healthy working relationships across functions.
• Monitor and manage incidents and requests, ensuring minimal escalations due to delivery deficiencies.
• Governance & Data Integrity.
• Performance Monitoring to deliver services.
• Plan, organize, and supervise the team's work.
• Review tasks and reports completed by team members.
• Take responsibility for the quality of the team's work.
• Manage team processes and more complex or sensitive activities.
• Develop capabilities within the team and communicate potential issues or risks.
• Ensure the accuracy and completeness of service deliverables and key performance indicators (KPIs).
• Ensure documentation is always up to date with accurate and complete information.
• Team Leadership & Support.
• Create a positive work environment that fosters team performance.
• Cultivate a customer service culture within the team.
• Organize and conduct regular meetings and communications with team members.
• Conduct performance evaluations and reviews for team members.
• Set performance goals with direct reports.
• Provide guidance to team members on performance improvement and professional development.
• Resolve conflicts within the management team with sensitivity, tact, and fairness.
• Ensure a balanced distribution of workload among team members.

Qualifications and skills

Education

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