Business Manager - Customer Service

What You'll Do

The primary function of the Business Manager for an order management team within the customer support group is to oversee and streamline the entire order processing workflow. This includes ensuring that orders are accurately processed, tracked, and fulfilled in a timely manner while maintaining high standards of customer satisfaction. The Business Manager is responsible for implementing and optimizing systems and processes to enhance efficiency, reduce errors, and improve overall service delivery.

Additionally, the Busniess Manager is tasked with leading and developing the order management team, fostering a culture of continuous improvement and professional growth. By providing best-in-class services, they contribute to business growth by acquiring new processes and expanding the team's capabilities. They provide strategic direction, set performance goals, and monitor key metrics to identify areas for improvement. By mentoring team members and promoting best practices, the Business Manager ensures that the team is well-equipped to handle complex order management tasks and deliver exceptional customer support. This role also involves collaborating with senior leadership to align order management strategies with overall business objectives and drive operational excellence

Qualifications

• Any Graduate/Postgraduate, Any Graduate/Postgraduate, Minimum 10-12 years of experience in Customer Service. Minimum 5 years experience in people management

Skills

• Should have thorough understanding of the Performance Metrics Assessment and Job Allocation techniques
• Strong Collaborative Style to drive cross-cultural collaboration
• Strong analytical and problem-solving skills
• Possesses excellent written and verbal Communication skills
• Ability to identify underlying opportunities and build on
• Experience in driving performance without formal reporting for a team of 7-9 members
• Experience in Stakeholder communications and Management.
• Experience of handling process transitions, fair understanding of transition tool and techniques
• Result oriented and self-motivated
• Flexible to work in month end / Quarter end situations into flexible shifts (US).
• Be creative, innovative, and have an open mind.
• Strong people Management skills