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