Order to Cash Customer Service Team Lead

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

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All applications are fairly reviewed as long as the job posting is active.

Line Manager: Customer Service CPM

Role Location: Taguig, Metro Manila 

GBS Order to Cash Customer Service Team Lead

Lead and elevate Customer Service operations within JTI GBS Manila by driving service excellence, operational performance, stakeholder collaboration, and continuous improvement across end-to-end Order-to-Cash processes. This role is ideal for experienced OTC professionals with strong leadership capabilities who can balance operational oversight, customer-centricity, and transformation initiatives in a dynamic global environment.

What You Will Do

• Lead end-to-end Customer Service operations covering Order Management, Delivery Management, Billing & Invoicing, Returns & Complaints, Customer Support, and Controls & Compliance
• Drive team performance against service levels, quality standards, and operational KPIs
• Manage stakeholder relationships and serve as the primary operational contact for assigned markets and business partners
• Lead operational escalations, risk management, and issue resolution activities
• Support strategy deployment, process standardization, automation, and digital transformation initiatives
• Coach, develop, and lead a team of Customer Service Specialists and Experts
• Drive continuous improvement initiatives aligned with IWS and operational excellence principles
• Support process transitions, new market onboarding, and organizational changes

Who We Are Looking For

• Bachelor's Degree in Business, Supply Chain, Finance, or a related field
• At least 5 years of experience in Customer Service, Order-to-Cash, Order Management, or Supply Chain Operations
• Proven experience leading teams and managing operational performance
• Hands-on experience in Continuous Improvement, Transformation, or Automation initiatives is an advantage
• Proficiency in SAP is required
• Effective data visualization, reporting, and presentation abilities
• Strong stakeholder management, leadership, analytical, and problem-solving skills
• Customer-centric mindset with the ability to manage risks, priorities, and change initiatives

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.