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EmailOperations Manager (IC role) Night shift
Operations Manager (IC role) Night shift
- : 10078
- : Operations Manager (IC role) Night shift
- : BPO
- : 80-15 yrs
- : Bangalore
- : Graduate
Job Description - Operations Manager (IC role) Night shift
Job Overview:
We are seeking a highly experienced and strategic Manager for an Order Management
process to lead and manage a group of 6 to 8 Team Leaders and a large team of approximately
75 to 100 Specialists and Subject Matter Experts (SMEs) in the Order-to-Cash (O2C) process.
This role will be responsible for overseeing the entire order lifecycle management process,
driving performance excellence, and ensuring seamless operations across teams. This role is
crucial in shaping the team’s strategic direction, maintaining compliance, and ensuring
continuous improvement in processes.
The ideal candidate will have significant leadership experience, a deep understanding of O2C
processes, and the ability to manage complex operations at scale. The Order Management
Manager will focus on coaching team leaders, optimizing processes, and fostering a high-
performance culture within the team.
Key Responsibilities:
Leadership & Team Management: Lead and manage a group of 6 to 8 Team Leaders
and oversee a team of 75 to 100 specialists and SMEs. Ensure alignment with
organizational goals and drive consistent team performance.
Operational Oversight: Take full ownership of end-to-end order lifecycle management,
deal progression including order processing, customer query resolution, invoicing,
escalations, and critical order processes.
Strategic Planning & Execution: Develop and implement strategies to enhance the
O2C process, optimize team structures, and ensure alignment with business objectives.
Team Leadership Development: Mentor and coach Team Leaders, ensuring they are
effectively managing their respective teams and fostering an environment of continuous
learning and improvement.
Escalation Management: Oversee and resolve escalated issues with a focus on
minimizing operational disruptions and improving customer satisfaction.
Stakeholder Engagement: Collaborate with senior stakeholders from cross-functional
teams including sales, finance, logistics, and IT to ensure seamless integration and
alignment on order fulfillment and strategic initiatives.
Continuous Improvement & Innovation: Drive continuous process improvements,
implement best practices, and leverage technology to enhance efficiency and reduce
errors within the order management and O2C processes.
Quality & Compliance: Ensure all teams adhere to quality standards, regulatory
compliance, and operational policies. Regularly review and audit processes to maintain
high levels of accuracy and quality.
Performance Monitoring: Develop and track performance metrics for Team Leaders
and their teams, ensuring they meet or exceed KPIs related to order accuracy,
timeliness, and customer satisfaction.
System Proficiency: Provide expert-level knowledge and guidance on ERP/CRM
systems, ensuring teams utilize these tools effectively to manage order processes.
Resource & Capacity Management: Ensure optimal resource allocation and workforce
planning to manage workloads efficiently across shifts and geographies 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 8 to 10 years of experience in Order Management and O2C
processes, with at least 4 years in a leadership role managing large teams in a
BPO/BPM environment.
Leadership Skills: Proven ability to lead, coach, and develop mid-level leaders (Team
Leaders) and drive the performance of large teams in a dynamic and fast-paced
environment.
Operational Expertise: In-depth knowledge of O2C processes, including order lifecycle
management, invoicing, and customer query resolution.
Lean & Six Sigma Skills: Experience in Lean methodologies and Six Sigma
certification (Green Belt preferred) to drive process improvements and operational
excellence.
Technical Skills: Proficiency in ERP/CRM tools and MS Office applications. The ability
to train and guide teams in using these tools effectively.
Communication Skills: Exceptional written and verbal communication skills, with the
ability to influence and manage relationships with senior stakeholders and clients.
Problem-Solving & Analytical Skills: Strong analytical mindset, capable of addressing
complex operational challenges and optimizing processes for improved efficiency.
Customer Focus: Demonstrated commitment to maintaining high levels of customer
satisfaction and ensuring that teams deliver outstanding service.
Attention to Detail: Meticulous attention to detail with a focus on maintaining accuracy
and compliance in all aspects of order management.
Shift Flexibility: Must be able to manage teams working across different shifts,
including night shifts, and ensure effective leadership coverage in a 24/7 environment.
Key Performance Indicators:
Team Leadership Effectiveness: Ensure that Team Leaders are meeting performance
metrics and provide continuous coaching and development.
Operational Excellence: Drive continuous improvements across order management
processes to optimize accuracy, efficiency, and scalability.
Escalation Management: Proactively resolve escalations and minimize operational
risks, ensuring high levels of customer satisfaction.
Process Innovation: Lead initiatives to enhance efficiency, reduce errors, and
implement best practices in the O2C process.
Customer Satisfaction: Maintain and improve customer satisfaction metrics by
ensuring the highest quality of service delivery across teams.