WHAT DOES A HUB MANAGER DO?

Published: July 22, 2025 - The Hub Manager drives commercial strategy, ensures operational consistency, and aligns offerings with global and regional food trends to attract and retain diverse customer segments. This role focuses on revenue forecasting, developing innovative technical proposals, and generating profitable sales in line with the company’s strategic goals. The manager also oversees internal operations, fosters cross-functional collaboration, and supports team growth through digital tools and cultural alignment.

A Review of Professional Skills and Functions for Hub Manager

1. Hub Manager Duties

  • Cross Collaboration: Partnering with commercial, supply chain, and finance functions to ensure stable execution of the O2C process in line with agreed SLAs/OLAs/KPIs
  • Case Management: Ensure proper management of standard and routine cases within the order management areas
  • Order Processing: Direct responsibility includes (but is not limited to) order processing, administrative order management, customer interaction, account management, and customer claims processing
  • Process Optimization: Drive and implement a customer-centric process that ensures an agreed level of KPIs and SLAs is met throughout the whole cycle from the moment an order is received until the settlement is closed with the payment
  • Sales Support: Ensure proactive and timely sales team support to guarantee uninterrupted selling of PEP goods
  • Service Monitoring: Participate in Service Level agenda discussions for selected countries, responsible for minimizing SL losses due to Order Management reasons
  • Issue Resolution: Ensure proper management of non-standard and non-routine cases within order management areas, and ensure a mutually beneficial solution for the company and clients
  • Project Management: Ensure project management and change management in OTC processes following clients'/business requests
  • Team Leadership: Manage and develop the expert team in a dedicated hub through leadership, guidance, motivation, coaching, and development of direct reports to build current and future capability in the O2C function
  • Control Monitoring: Implement and monitor the effectiveness of GCS/SOX controls
  • Order Fulfillment: Manage order fulfillment processes and ensure adherence to guidelines and deadlines
  • Dispute Management: Manage and drive the resolution of disputable issues in order fulfillment processes in collaboration with other functions
  • Issue Escalation: Serve as the primary escalation point to ensure that issues are efficiently resolved and that the Company’s external and internal customers are satisfied with the quality and timeliness of responses
  • Cycle Management: Manage customer orders activity through the order fulfillment cycle, ensuring orders are processed on a timely basis
  • Process Ownership: Ownership from order entry through to order delivery and payment
  • Status Visibility: Work cross-functionally with Sales, Finance and Customer Collaboration teams to provide visibility into the order status
  • Policy Compliance: Ensure compliance with Statutory and Corporate policies
  • Target Setting: Ensure efficient target setting and KPI/SLA compliance for a dedicated pack
  • KPI Measurement: Ensure that the proper KPI / SLA is set and measured

2. Hub Manager Details

  • KPI Improvement: Proactively drive KPI / SLA improvement
  • Dashboard Review: Ensure regular review process of O2C KPIs through building dashboards and setting up regular meetings to discuss the performance of the O2C process for selected customers/channel packs
  • Process Improvement: Drive continuous improvement and implementation of best practices
  • Best Practices: Lead implementation in KBS of standardized processes, best practices, perform benchmarking and continuous improvement in the relevant areas, including partnering with the Sector/Region/GBS model
  • Function Excellence: Drive constant O2C function, Process excellence
  • Performance Support: Work closely with the CoE and Process excellence team by supporting the performance review process to highlight drivers of O2C function efficiency and lead-related initiatives
  • Cost Reduction: Reduce the overall cost of service and improve service capabilities, leveraging quality management processes and available IT solutions
  • Project Leadership: Lead hub projects and support other projects
  • Team Integration: Ensure smooth integration of team members into the overall business team, and build an effective and efficient team
  • Talent Development: Leadership, guidance, motivation, coaching, and development of direct reports to build current and future capability in the O2C function
  • Work Culture: Create an Inclusive and Engaging Work Environment within the team and manage a positive working climate and effective organization of the working process according to legal and local regulations and corporate policies and practices of PepsiCo
  • Culture Execution: Execute implementation of high-performance culture in the KBS/outside KBS, focused on quality and continuous improvement through collaboration with the performance excellence team in KBS

3. Hub Manager Responsibilities

  • Risk Management: Manages the operational alignment and management of business issues and risks, including the Internal Control Framework, Management Monitoring and Metrics, relating to HCP/EE Engagement
  • Process Improvement: Manages a culture of continuous process improvement by undertaking regular end-to-end process reviews, proactively working with stakeholders to identify gaps and conducting systematic analysis of performance metrics and quality assessments
  • Process Standardization: Manages cross-functional operational processes with Finance, Legal and Compliance to standardise ways of working across GSK
  • Model Deployment: Helps lead the development and roll out of Operational Service model across the enterprise, e.g., LOCs, including providing subject matter expertise and developing and delivering training
  • Audit Support: Provides audit support and management input for all GSK therapy areas and Business Units across the GSK BioPharma organisation and ViiV
  • Executive Delegation: Deputises for Director HCP/EE Engagement Hub in negotiating and gaining support and commitment from a wide range of GSK functions and services across R&D Therapeutic Areas, Franchise and Global and Regional Business Units
  • System Oversight: Manages oversight of end-to-end system processes and coordination of system upgrades and process simplification, and UAT
  • Compliance Governance: Governance and Compliance management, ensuring the process and business owners using the process are aligned with the GSK Global Code of Practice and SOPs
  • Quality Monitoring: Management of quality monitoring frameworks to assure senior Leadership of the delivery of HCP/EE Engagement activities by standards
  • Hub Operations: Delivers operational management of the HCP/EE Engagement Hub
  • Expert Guidance: Provides subject matter expertise and guidance to the Engagement Specialists, to support the management and compliant delivery of HCP/EE Engagement activities across GSK
  • Service Continuity: Ensures Global HCP/EE Hub services continue to successfully support above-country and cross-border External Expert Engagement, reporting to and liaising with the BioPharma Hub Director
  • Team Development: Manages team development and training, including performance reviews and target setting
  • Guide Creation: Develops Process guides and updates RACIs for Ad Boards, Consultancies and other processes, as the Hub services continue to expand
  • Offshore Planning: Identifies and leads opportunities for offshore activities
  • Payment Oversight: Manage oversight of payment processes and manage escalations
  • Payment Support: Manage KC payment support
  • Disclosure Support: Provides SME support for HCP disclosure and transparency reporting
  • Policy Implementation: Ensures policy and procedures can be implemented and embedded to cover all aspects of disclosure and Global TOVs are reported accurately and in line with external transparency requirements and deadlines, i.e., EFPIA, Sunshine Act
  • Transparency Review: Reviews and signs off on TOV disclosure for Hub programmes for external transparency requirements
  • Engagement Planning: Supports Business Units, working closely with Business Leads to ensure the Engagement Plan is up to date and provides guidance for planning

4. Hub Manager Job Summary

  • Performance Evaluation: Responsible for evaluating CCD performance through collecting, analysing and summarising data, reviewing trends and feedback to ensure sales and service standards are achieved
  • Change Promotion: Promote and implement agreed changes in addition to building and maintaining strong cross-departmental relationships and communications locally, regionally and globally
  • Service Monitoring: Monitor the operational dashboard and take immediate corrective actions to improve service levels, ensuring that the operation is resourced at the optimal level to achieve departmental objectives
  • Team Engagement: Create and implement engagement and team-building initiatives to strengthen and stimulate department performance and morale
  • Internal Communication: Provide frequent open communication with all team members to ensure employee engagement and awareness of changes and/or promotions
  • Quality Coaching: Ensure quality monitoring and coaching is an active, ongoing part of each Supervisor’s day
  • Target Alignment: Transform global CCD sales and service level targets into regional initiatives and individual performance goals
  • Report Review: Review daily reports and monitor the performance of teams, taking timely and necessary corrective actions whilst ensuring nil operational risk breaches, and if a breach does occur, react swiftly and decisively to close
  • Financial Planning: Utilize experience in finance planning and analysis, assist Head Office in the preparation of the annual budget, ongoing financial forecasting and approval of all department expenditure during the fiscal year
  • Budget Oversight: Accountable for the review and monitoring of the monthly Budget Variance Report, providing business rationale to the Finance team for budget deviations relating to travel, entertainment and all other overhead expenses
  • LEAN Initiatives: Maintain and improve operations and service delivery through initiatives including LEAN, identifying and resolving issues and recommending additions/adjustments to Corporate Standard Operating Procedures
  • Change Management: Plan and execute change management strategies for the adoption of new technologies, online interaction and customer support
  • Strategic Thinking: Deliver functionally and think strategically in a complex, fast-changing environment
  • Crisis Response: Manage and react effectively and spontaneously to Irregular Operations (disruptions), Accident and Emergency and contingency situations, meeting corporate directives and customers’ needs
  • Journey Coordination: Confidently coordinate with and act upon directives from the Customer Journey Management team in attending to irregularities and disruptions in a timely and effective manner
  • Industry Awareness: Industry experience, ensuring current knowledge of the latest trends in the contact centre and aviation industries is maintained
  • Customer Insights: Keep abreast of changing customer demand based on industry insights and analysis of compliments and complaints
  • Product Knowledge: Maintain comprehensive awareness of the latest Cathay product, service and ancillary revenue strategies
  • Talent Development: Developing employees with high potential and identifying learning opportunities to ensure appropriate training and development programmes are in place
  • Goal Alignment: Maintain active and ongoing dialogue about employee goals and performance, whilst actively engaging with employees to enhance communication and their understanding of department goals

5. Hub Manager Accountabilities

  • Strategic Direction: Provide commercial and strategic focus, direction, and consistency
  • Trend Awareness: Staying ahead of global and regional food trends and ensuring that BH is in the game with regards to offers to current and potential customers
  • Client Relations: Lead strong customer relationships from large food and ingredient companies to startups by ensuring satisfaction with key stakeholders and decision-makers
  • Revenue Generation: Generate long-term revenue streams from new and lost customers (Detecting new commercial opportunities, tracking trends and patterns, developing sales proposals, etc.)
  • Sales Forecasting: Accurately forecast annual, quarterly, and monthly revenue streams
  • Innovation Development: Ensure the development of new innovative technical recipe proposals for customers
  • Profit Growth: Growth in gross margin and the hub’s net turnover by generating and delivering profitable sales under the company’s sales strategy
  • Operations Leadership: Lead all internal operations such as Business Services, Factory Operations, Quality, and Supply Chain
  • Team Collaboration: Maintain cooperative working relationships with all necessary departments and cross-functional teams
  • Sales Activation: Ensure that sales are properly analyzed, processed, and quickly activated
  • Risk Planning: Manage uncertainties, ensure proper planning to achieve goals, report to Country Manager, provide monthly reports on progress, etc.
  • Digital Integration: Use of BH digital tools, Replication Model, and build and expand teams under Blendhub’s culture