Order Management Team Lead

Job Title:

Location:

Shift Requirement:

Role Overview:

Order Management Team Lead

The ideal candidate will have a deep understanding of O2C processes, proven leadership experience, and the ability to optimize team performance. This role requires strong coaching abilities, the capacity to handle complex scenarios, and the skills to continuously improve both team efficiency and quality.

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.
• Order Management or Mortgage process experience can review contracts and agreements.
• Analyze and Eye for detail in the document which needs to be update on the system
• 24*5 WFO (including Sat and Sunday based on business requirement)
• Month end and Quarter end need to work on Weekend

Key Performance Indicators:

• Team Performance:

  Ensure that the team consistently meets or exceeds quality and performance metrics defined.

• Escalation Handling:

  Proactively manage escalations to minimize their frequency and impact.

• Process Efficiency:

  Drive continuous process improvements to enhance operational efficiency and reduce errors.

• Customer Satisfaction:

  Maintain and improve customer satisfaction through effective team management and high-quality service delivery.