Manager

Job description

Job description: Job Description **Role Purpose** The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. ͏Manager- Order Management **Principal Responsibilities:** •    Manage and oversee multiple teams within the Order Management department to ensure operations meet defined Service Level Agreements (SLAs). •    Ensure customer expectations, targets, metrics, and Key Performance Indicators (KPIs) are consistently met or exceeded. •    Act as the primary escalation point for customer concerns, ensuring proactive communication and timely resolution. •    Serve as a liaison between customers and internal technical delivery teams to drive overall project health. •    Establish, develop, and maintain strong working relationships with clients. •    Engage with clients to identify opportunities and create stronger value propositions. •    Proactively assess client needs and determine effective solutions to business challenges. •    Prepare and present performance dashboards, metrics, and trend analysis to leadership and customers. •    Conduct regular customer engagements and participate in Management Review Meetings, including Weekly Reviews and Monthly Business Reviews. •    Lead and drive status and operational calls with clients. •    Create content for all business review meetings including QBRs, MBRs, and Weekly Business Reviews. •    Drive continuous improvement initiatives to reduce errors, enhance efficiency, and improve customer experience. •    Plan and strategize transformation initiatives to meet and exceed customer expectations. •    Manage the interface between Transformation and Operations teams to ensure delivery of transformation outcomes while maintaining BAU operations. •    Provide functional support and guidance to direct reports on customer support requirements. •    Proactively communicate critical issues requiring immediate attention to process owners. •    Ensure adequate staffing levels to meet service delivery requirements. •    Conduct regular performance reviews for direct reports. •    Mentor and develop team members, fostering a culture of accountability, collaboration, and customer focus. •    Actively support onboarding of new projects and transitions. •    Ensure confidentiality and security of all company and customer information. **Critical Skills Required** •    Strong Order Management expertise with SAP knowledge and Logistics or Supply Chain Management background. •    Experience in Customer Service, Service & Work Order Management, Field Service Management, RMA, Reverse Logistics, Warranty Management, and Renewals. •    Understanding of business operations and project management across voice and non-voice BPO operations. •    Exceptional leadership, people management, and mentoring skills. •    Minimum 6–7 years of hands-on experience in Order Management. •    Excellent English verbal and written communication skills. •    Strong client management and stakeholder engagement abilities. •    Sound decision-making and problem-solving skills. •    Self-motivated with the ability to inspire and motivate teams through constructive feedback. •    Ability to perform under pressure with minimal supervision. •    Proficiency in Microsoft Office applications, with advanced Excel skills. ͏ - Delivery governance in the account - Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project - Ensure a green card for all accounts in terms of performance and quality - Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags - Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders - Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage - Ensure regular invoicing as per the contract terms and condition - Forecast and track key account metrics - Invoicing - Timely submission of invoices to the client as defined in the SOW - Provide information required and resolve any invoicing issues raised by the client - Collect and analyze statistics (costs, customer service metrics etc.) - Assume responsibility of budgeting and tracking expenses ͏ - **Ensure outstanding performance against key metrics mentioned in the agreement** - Regular cadence around contract compliance - Evaluate performance with key metrics (accuracy, customer service metrics etc.) - Set direction for the team, track progress against targets through regular cadence calls and course correct as require - Drive the focus of the team on quality and adherence to contract compliance processes - Drive and implement structured cadence around quality, both process and transactional - Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed - Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. ͏ - Resource Allocation & Retention - Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) - Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery - Optimize manpower and minimize leakages by working closely with delivery head - Ensure retention by offering relevant trainings and certifications of all allocated resources - Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team - Collaborate an