Practice Lead - Order Management - BPO (9-20 yrs)
Focus of the Function:
OTC:
Key Roles and Responsibilities:
- Will be required to drive growth discussions with the clients in the order management / customer service area and generate revenue for the company.
- Additionally, the person would participate in a lot of other important activities like building new capabilities, developing benchmarks etc. for Order Management / Customer Service activities.
- Participate in client discussions and demonstrating Order Management / Customer Service capabilities and credentials.
- Develop client proposals clearly articulating the overall value proposition and benefits to be delivered in the Order Management / Customer Service area
- Should be able to discuss with GRMs/GOLs and Sales team and identify opportunities to increase penetration in order management / customer service domain.
- Perform detailed assessments when required including process mapping, metric gathering and data analysis
- Support the overall build and refinement of the practices in Order Management / Customer Service domain - developing insights, best practices, technology solutions etc.
- Experience of working on technology products is desirable
- Develop, coach and mentor the subject matter experts on the team to help execute the commercial, sales and operations processes seamlessly
Knowledge, Experience, Education:
Essential:
- Must have strong operations experience of managing delivery within Order Management / Customer Service domain
- Experience of working with customers, understanding challenges, objectives and working through issues
- Must have excellent communication, presentation and analytical skills.
- Must be willing to travel if / as needed
Desirable:
- Prior solutioning experience
- Green Belt / Black Belt who has done projects in Order Management / Customer Service would be desirable
Specific competences ( Essential):
- Excellent communication - verbal and written
- Strong Presentation skills
- Influencing skills
- Creative thinking/innovative mindset
- Commercially Savvy
Specific competences (Desirable):
- Judgement
- Personal effectiveness
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