Recruiter at KNR Management Consultants
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Cluster Manager - Order Management & Logistics Process - Shared Service Center (8-15 yrs)
Essential Function 1 :
- Manage daily operation and work on End-to-end Process improvement
- Ensure the aligned SLA/KPIs/measurement are measured, met and reported in the agreed manner.
- Handle customer queries and escalations, ensure feedback to customer queries within agreed turnaround time.
- Contribute to and / or lead implementation of quality / continuous improvement projects.
- Support and initiate process improvement initiatives and related projects, be proactive and creative on contributing ideas for service improvement.
- Ensure proper back up and knowledge transfer within the team.
- Act as a back up for Sr Process Mgr/Shift Head in case of need.
Essential Function 2 : People Management
- Ensure the aligned SLA/KPIs/measurement are measured, met and reported in the agreed manner
- Make sure all the team responsibilities are performed and delivered with quality at the agreed time frame.
- Prepare and run daily team briefing/weekly team meetings.
Essential Function 3 : Relationship Management
- Respond to critical customer and internal customer inquires (first level escalation cases)
- Maintain positive work relationship with members of other teams in and outside of the SSC to whom information is provided or from whom information is gathered
Business experience :
- Excellent communication skills
- End-to-end process understanding
- Project Management experience - will be an advantage
- Desirable on working experience in a Shared Serviced Center
- Good SAP Module knowledge, Good knowledge of Excel, Word, Outlook.