OTC Manager

About Kerry

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

•    Ensure the accuracy and completeness of service deliverables and key performance indicators (KPIs).
•    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 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

• Extensive OTC Lifecycle Expertise
• Proven track record managing the full OTC process, including credit management, billing, collections, dispute resolution, and cash application. For example, Liliana Nieto led successful transitions of AR activities to Shared Services, implemented credit policies, and improved chargeback management
• Shared Services & ERP Transition Leadership (not a must)
• Experience in transitioning OTC functions into Shared Service Centers and ERP migrations (e.g., SAP, Oracle). This includes planning, documentation, training, go-live, and hypercare phases
• Process Optimization & Automation
• Demonstrated ability o participation in projects related to automate manual tasks, implement RPA, and leverage tools like High Radius to improve efficiency and reduce errors
• Cross-Functional Collaboration
• Strong collaboration with finance, commercial, and supply chain teams to align on working capital goals and customer-centric approaches
• Team Leadership & Development
• Experience leading and coaching teams, setting KPIs, and fostering a high-performance culture 

Education

• Bachelor’s degree in business administration, Finance, or related field.
• Masters in finance is often preferred 
• Technical Skills
• Proficiency in financial systems such as SAP, Oracle, M3, and Excel.
• Familiarity with automation tools like High Radius 
• Soft Skills
• Strong stakeholder management and communication.
• Analytical mindset with a focus on continuous improvement.
• Ability to lead in a matrixed, global environment.
• Experience Level
• Typically 8-10 years in finance or OTC-related roles, with at least 3–5 years in a managerial or leadership capacity