Global Supply Chain & Customer Service Center Process Manager

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All applications will be reviewed and processed as long as the job posting is active. 

Role Location: Taguig City, Metro Manila
Reporting to: O2C Service Delivery Director
Direct Reports: Regional Team Leads (Asia & Americas)
Span of Control: Team Leads + global project representatives

Team Size: More than 35 employees

GBS Global Supply Chain Operations & Customer Service Center Process Manager (Asia & Americas)

The Global Supply Chain Operations & Customer Service Center Process Manager leads end‑to‑end GSC operations within GBS, covering Finished Goods, Reduced‑Risk Products, Semi‑Finished Goods, Non‑Tobacco Materials, and Leaf, to ensure reliable supply to JTI markets, factories, and third‑party partners. Operating across Asia & Americas and supporting 25+ markets, this strategic senior role owns the holistic supply chain and customer service delivery in close collaboration with global and local stakeholders to drive operational excellence, efficiency, and alignment with global GSC standards. With responsibility for volumes exceeding 120 BNU and continued year‑on‑year growth, the role directly supports business growth through reliable supply, production fulfillment, and market and category expansion.

Key Responsibilities

A. Operational Management 

• Accountable for end-to-end GSC operations (e.g., Customer Service, Supply Chain, and Logistics processes) across assigned markets
• Own service delivery performance, monitor results, and implement corrective actions where needed
• Ensure consistent execution of:
• Order management
• Issue resolution
• PR/PO management
• SAP, Control Tower, and other system-related compliance and execution
• Own service quality, timeliness, and accuracy
• Embed IWS and a zero-loss mindset while continuously improving operational efficiency

B. Stakeholder, Business Partnership & Escalation Management

• Act as a key interface between global GSC leadership and local market teams
• Build strong business partnerships with stakeholders and business partners to ensure customer satisfaction
• Resolve operational and strategic issues in a timely and effective manner
• Ensure cross-functional collaboration and alignment between business needs and GBS delivery
• Act as the escalation point for critical market-related issues when required

C. Strategy Deployment & Execution

• Implement global GSC and GBS strategies across operations, markets, and factories in alignment with key stakeholders
• Translate global initiatives into actionable plans for local execution
• Drive:
• Standardization across markets and factories
• Harmonization initiatives
• Scope expansion and transitions into GBS

D. Leadership & Talent Development

• Lead and develop GBS teams, including Team Leads, Specialists, and Experts
• Establish a clear accountability and ownership model
• Drive performance management, coaching, and capability building
• Foster a strong service-oriented and business partner mindset
• Build a strong succession pipeline

E. Continuous Improvement

• Leverage tools, data, and analytics to optimize operations
• Identify and drive process improvements and efficiency initiatives
• Drive the reduction of manual work through automation and AI adoption
• Promote a culture of continuous improvement and innovation
• Support implementation of new tools, automation, and system improvements

F. Global & Functional Project Execution

• Own execution of global, regional, markets and functional O2C / GSC initiatives, ensuring alignment with operational priorities and capacity
• Oversee rollout of new processes, systems, and operating models, including go-live readiness and stabilization
• Ensure effective adoption of change and embed project outcomes into business-as-usual operations

G. Performance Management & KPIs

This role is accountable for end‑to‑end performance management through robust monitoring of key KPIs to enable fact‑based decision‑making and structured performance reviews with GBS and business stakeholders. Coverage spans operational effectiveness (accuracy, timeliness, OTIF, issue resolution), efficiency and productivity (cost, automation, standardization), customer and market outcomes (satisfaction, escalation management, service consistency), governance and controls (compliance and audit adherence), and continuous improvement aligned with IWS priorities.

Required Qualifications 

• Bachelor’s Degree in Business, Supply Chain, Finance, or a related field
• Extensive experience in GSC, Customer Service, Supply Chain, or O2C operations
• Proven experience in managing large-scale (10+ FTEs) multi-country or regional teams
• Strong leadership and people management capabilities
• Strong business partnership mindset, with proven stakeholder management and influencing skills
• Ability to manage complex, multi-market operations at scale and drive execution through multiple organizational layers
• Analytical and performance-driven mindset, with the ability to make fact-based business decisions
• Strong communication and stakeholder engagement skills

What to Expect: At JTI GBS, we prioritize your well-being with comprehensive wellness initiatives, hybrid and flexible work setups, and benefits like daily meals and shuttle services. As part of our global business services hub, you'll gain access to world-class development programs and opportunities to collaborate, grow, and progress across JTI’s international markets.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.