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.

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• 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

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• 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.

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• 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 and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects