The purpose of our OTC Team Lead position is to organize, lead, and optimize the OTS team in Budapest to ensure accurate, timely, and compliant execution of the customer facing OTC process. The OTC Team Lead ensures operational KPIs, productivity targets, and continuous improvement goals are met at team level.

What we ask:

• Bachelor's/Master's degree in Supply Chain, Business Administration, Finance, or a related field
• 5+ years of experience in OTC, Customer Service, or Supply Chain operations
• Minimum 2 years of leadership experience in a GBS multinational environment (+10 direct reports)
• Experience with ERP systems (SAP), CRM platforms (Salesforce), and digital OTC tools
• Excellent English skills (French language knowledge is an advantage)
• FMCG or complex supply chain experience is an advantage
• Excellent and comprehensive E2E OTC process knowledge
• Excellent communication, problem-solving, influencing and interpersonal skills
• Strong people & stakeholder management skills in a multicultural environment
• Digital & automation literacy: SAP ECC/S4Hana; Salesforce; Ms Office, PowerBI
• Ability to influence and inspire
• High degree of autonomy
• Continuous improvement (LEAN) mindset, ability to drive change
• Result driven personality with a 'can do' attitude
• Analytical skills and data driven decision making

What we offer:

• Cafeteria (650.000 HUF gross/year)
• Home office allowance (30.000 HUF gross/month)
• Sustainable travel allowance (20.000 HUF gross/month)  
• Grade allowance (30.000 HUF gross/month)
• MetLife life- and accident insurance
• Medicover medical package (Spring White & Hospital+ package)
• Annual bonus
• Home office opportunity (3 days/week)
• Challenging tasks with real added value
• Opportunity to bring in your ideas and be part of a transformation project
• Career development opportunities
• Cheerful environment with colleagues from different cultures 

Vacancy description:

OTC Process Scope:

• Oversee daily execution of Order to Serve activities within defined KPIs and SLAs
• Ensure customer master data, pricing, payment terms, and contract details are accurate and maintained in line with internal controls
• Monitor order flow, stock availability, batch allocation, and delivery constraints; coordinate with Supply Chain to resolve issues
• Validate and approve order confirmations, credit note requests, and exceptional pricing/payment term deviations
• Act as escalation point for complex order, delivery, and invoicing issues; collaborate with AR for credit limit exceptions and dispute resolution
• Ensure execution of tasks in line with OTC policies, SOPs, and internal control frameworks

Performance Monitoring & Reporting:

• Monitor daily workload, process performance, and team productivity; identify actions and solutions to maintain service continuity
• Ensure monthly KPI/OPI reports (MBR, QBR) are produced accurately and on time
• Provide insights and analysis on recurring issues, customer escalations, and process bottlenecks
• Safeguard accurate and timely reporting towards key stakeholders

Continuous Improvement & Process Optimization:

• Identify bottlenecks in OTC processes and propose improvement opportunities
• Lead continuous improvement initiatives within the team and across stakeholder groups
• Ensure documentation is maintained and updated in line with global standards
• Support transformation projects, transitions, and system enhancements (SAP, Salesforce, customer platforms)
• Drive automation, standardization, and digital adoption to improve efficiency and service quality

Stakeholder Management:

• Serve as operational point of contact for key customers and internal stakeholders
• Manage escalations, service reviews, and performance discussions across the order lifecycle
• Collaborate with Sales, Supply Chain, Finance, AR, and IT to resolve complex market specific challenges (delivery delays, customs issues, logistics exceptions)
• Ensure smooth cross functional coordination to maintain seamless service delivery

People Management:

• Lead, coach, mentor, and develop employees within the OTS team
• Implement a robust backup and knowledge retention plan
• Ensure proper staffing, development, and motivation of personnel
• Conduct regular performance evaluations and personal development discussions
• Foster a culture of customer centricity, accountability, and continuous improvement

Policy & Controls Ownership:

• Co own OTC related financial and operational policies
• Ensure adherence to SOPs and internal control frameworks
• Support audit activities and ensure compliance with regulatory and internal requirements

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are. We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.