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.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.