OTC Cross-Functional Manager

OTC Cross-Functional Manager We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.

Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Behind our iconic power brands that touch millions of lives daily – from Dettol and Lysol to Durex and Nurofen – lies a dynamic and vital engine:
Reckitt's Global Business Services (GBS).

Fuelled by a culture of positive energy and co-creativity - while learning together – One Reckitt GBS is at the forefront of our business, driving efficiency, standardisation, and innovation across our global operations. We're a fast-paced, purposeful team, constantly seeking to optimise our processes, leverage cutting-edge technology, and deliver exceptional value to every corner of Reckitt. We’re not a traditional back-office function;

we’re a strategic powerhouse where diverse individuals with bright minds come together to solve complex challenges, shape future capabilities, and build a better global business that directly helps achieve Reckitt’s mission.

As the GBS OTC (Dispute, Deduction & Trade Spend) Cross Functional Manager, you will lead a cross-functional team responsible for the end-to-end governance, validation, and settlement of customer disputes, cash deductions, and trade spend activities across markets. You will oversee the investigation and resolution of claims, ensuring robust controls, audit-ready documentation, and standardized processes that drive working capital improvement and revenue leakage prevention.

Your remit spans the management of trade promotion and rebate settlements, as well as the triage and resolution of customer deductions and disputes. You will partner closely with Sales, Customer Service, Supply Chain, and Finance to validate claims, recover invalid deductions, and implement upstream fixes that reduce recurring issues. Leveraging digital tools such as SAP and High Radius, you will drive automation, enhance analytics, and publish actionable insights to optimize performance and policy adherence.

As a leader, you will monitor SLAs and KPIs, develop your team, and foster a culture of continuous improvement and cross-functional collaboration.

• Lead the day to day governance and execution of dispute, deduction, and trade spend management processes, ensuring compliance with policies, Delegation of Authority threshold adherence, and documentation standards.
• Oversee the investigation, categorization, and resolution of customer disputes and deductions, applying standardized reason codes and ensuring timely closure in ERP/OTC systems of record.
• Manage the validation and settlement of trade promotion and rebate claims, including accruals, credit/debit note issuance, and audit-ready support.
• Monitor SLAs and KPIs (e.g., claim cycle time, accrual accuracy, aged claims, recovery/write-off rates), driving performance across captive and outsourced teams.
• Collaborate with Sales, Customer Service, Supply Chain, and Finance to validate claim evidence, resolve escalations, and implement root-cause fixes that minimize recurrence.
• Drive automation and standardization in SAP and High Radius, enhancing rule-based matching, worklist logic, and reporting capabilities.
• Publish dashboards and performance packs, quantifying benefits from process improvements and course-correcting as needed.
• Monitor deduction and trade spend aging, proactively recover invalid claims, and ensure accurate financial records and audit readiness.
• Champion continuous improvement initiatives, contributing to policy clarifications, SOP enhancements, and automation ideas that reduce backlog and improve service quality.

• Experience in OTC, trade spend, deduction management, or related operations within a shared services or process-driven organization
• Hands-on expertise with ERP and trade tools, e.g., SAP and High Radius, including claim validation, accruals, and…