Ensure compliance with OTC policies, business rules and procedures, and comply with Global distribution Practices (GDP).
Lead the team in charge of the delivery of order management and customer service, ensuring specified services are provided to local markets at agreed operational level agreement.
Participate to the service management process including creation of regular service level reports and participation in regular / monthly country level service management reviews pertaining to front office responsibilities
Ensure resolution of issues raised by country regarding Capability Centre support of front office activities
Serve as escalation point within Capability Centre for the front office teams, BFS in-markets teams and other BMS organizations such as distribution, finance, legal, etc.
Participate to meetings with distribution / 3PL for business reviews
Ensure approbation on accepting incomplete or invalid orders, releasing blocked orders, accepting returns, and issuing credit notes based on GOA escalation from within CSA front office team
Ensure processing of all proposals for write-offs and work with TSA collection team to monitor riskiest accounts
Resolve any questions with front office teams over ownership of activities, support for new work, responsibility for adhoc / one-off efforts, etc.
Implement and manage continuous improvement processes
Participate in any necessary recruiting and hiring required of the front office teams
Provide support for adhoc requests from Head of OTC Operations and provide timely checkpoints to ensure their visibility into front office performance