MDS AMEA Customer Experience Regional Lead

Overview

Regional leadership role integrating OTC (Order to Cash) product areas across the AMEA region, connecting strategy to execution, governing the OTC project portfolio, and driving digital adoption and value realization.

What you'll do

• Establish and sustain a Regional OTC Community of Practice spanning Order Capture, Order Fulfillment, Bill to Cash and Customer Care, driving a monthly governance cadence.
• Curate and escalate regional themes, pain points, and opportunities into global product and operations forums.
• Synergize and rationalize OTC business requirements (BRDs) at regional level in partnership with OTC Product Business Analysts.
• Act as gatekeeper to prevent BU-level fragmentation, blocking unauthorized customizations, siloed projects, shadow IT, or ungoverned local builds.
• Ensure regional requirements align with the enterprise product roadmap and S4/HANA migration timelines.
• Provide a consolidated regional demand view to Global Product Managers for backlog prioritization.
• Own the OTC Project Portfolio view across MEs, ND Projects, and Celonis-linked value delivery initiatives.
• Connect Funding, Cost, and Value Realization so every investment has a measurable outcome.
• Hold Product Managers accountable for delivery gaps, timeline slippages, and value leakage.
• Provide executive-ready portfolio reporting (weekly/monthly) to the Global OTC Lead and regional stakeholders.
• Track Celonis KPIs across the regional operations footprint and hold Operations Leaders and OTC Product Managers accountable for performance gaps against contracted SLAs and KPIs.
• Drive corrective action plans when performance deviates from targets.
• Partner with BPO governance leads to ensure operational insights inform technology roadmap priorities.
• Drive digital adoption of OTC tools (Celonis, SAP, Non-SAP) by setting adoption targets, measuring usage, and tracking adoption at country level.
• Ensure adoption translates to measurable business value and process improvement outcomes.

What you'll need

• 12+ years of progressive experience in OTC/shared services operations, product management, or transformation leadership.
• 3+ years in a senior role (Senior Manager or Director) with cross-functional accountability.
• Proven track record of driving adoption and value realization across multiple stakeholder groups.
• Experience in OTC / Order Management / Finance shared services in a large CPG/FMCG or similar enterprise.
• Demonstrated ability to act as a gatekeeper, saying no to fragmentation while maintaining stakeholder relationships.
• Experience with process mining tools and linking process insights to business outcomes.
• Familiarity with Agile product management frameworks and portfolio governance.
• Strong understanding of OTC end-to-end processes: Order Capture, Fulfillment, Billing, Collections, Cash Application, Dispute Management, and Customer Care.
• Working knowledge of SAP ECC / S4HANA OTC modules (SD, FI-AR).
• Proficiency in Celonis, with ability to interpret process mining data and translate it into action.
• Familiarity with project portfolio management tools and dashboards.
• Data literacy to connect cost, adoption, and value metrics into a coherent narrative.
• Financial acumen, including understanding of funding models, cost allocation, and value realization tracking.
• Assertive accountability, holding peers and senior stakeholders accountable without direct authority.
• Executive communication and strong stakeholder management across Supply Chain, Finance, IT, and Commercial functions.
• Data-driven decision making and cultural sensitivity across diverse regional contexts.

Details

• Location: Mumbai, India.
• Relocation support available; minimal support offered for voluntary international moves under the Volunteer International Transfer Policy.
• Job type: Regular.