O2C Team lead - Order Management

Greetings from Black and White Business solution !!

About the client

Hiring for top Multinational corporation !!

Role:

Key Responsibilities:

• Team Leadership & Management:

  Lead and manage a team of O2C specialists and SMEs, ensuring alignment with organizational goals and optimal team performance.

• Process Ownership:

  Oversee the entire order lifecycle, including order processing, customer query resolution, deal progression, invoicing, and escalations. Ensure processes are handled efficiently and accurately.
  

• Mentorship & Development:

  Coach and mentor team members, providing continuous feedback, performance assessments, and opportunities for skill development.
  

• Escalation Management

  : Handle escalated issues, ensuring they are resolved effectively and with minimal impact on operations and customer satisfaction.
  

• Stakeholder Collaboration:

  Work closely with cross-functional teams, including sales, finance, and logistics, to ensure smooth order fulfillment and alignment on process improvements.
  

• Process Improvement:

  Identify areas for process optimization, reduce inefficiencies, and implement strategic initiatives to enhance the O2C process.
  

• Quality Assurance

  : Ensure adherence to quality standards and regularly review team performance metrics such as accuracy, timeliness, and compliance.
  

• System Proficiency:

  Provide guidance in the use of ERP and CRM tools, supporting the team in leveraging these systems effectively.
  

• Performance Monitoring

  : Monitor team KPIs, ensuring that quality scores and customer satisfaction targets are consistently met or exceeded.
  

• Shift Leadership:

  Provide leadership presence across multiple shifts to ensure smooth operations in a 24/7 environment.
  

Qualifications:

• Education

  : Any Graduate/Postgraduate. Certification in Supply Chain Management, Business Process Management, or related fields is preferred.
  

• Experience:

  Minimum 6 to 8 years of experience in Order Management and O2C processes, with at least 2 to 3 years in a leadership or team lead role within a BPO/BPM environment.
  

• Leadership Skills:

  Demonstrated ability to lead, coach, and develop a team in a fast-paced, dynamic work environment.
  

• Technical Skills:

  Proficiency in ERP/CRM tools and MS Office. Ability to train and guide others in using these systems effectively.
  

• Communication Skills:

  Excellent written and verbal communication, with proven experience in managing stakeholders and resolving conflicts.
  

• Problem-Solving & Analytical Skills:

  Strong analytical mindset with the ability to resolve complex issues and optimize processes.
  

• Customer Focus:

  A commitment to maintaining high levels of customer satisfaction and a track record of mentoring teams in customer service best practices.
  

• Attention to Detail:

  A sharp eye for detail and a dedication to maintaining accuracy and compliance in all aspects of order management.
  

• Shift Flexibility:

  Willingness to work in different shifts, including night shifts, with a 100% work-from-office arrangement.
  

Location:

Salary:

Shift:

Mode:

Interview mode

Transport:

-

Thanks & Regards,

****************************** DO REFER YOUR FRIENDS**********************************