Description:

Position Overview:

The Business Process Outsourcing Manager will lead and oversee international BPO operations with a focus on Order Management and Order-to-Cash (OTC) processes. This role requires managing multi-lingual teams, ensuring SLA adherence, optimizing process efficiency, and driving customer satisfaction across international markets. The incumbent will act as the primary liaison between internal stakeholders, clients, and operational teams to maintain excellence in service delivery.

Key Responsibilities:

1. Operations Management:

- Lead and manage international BPO teams handling Order Management, Order-to-Cash, and Sales Operations.

- Oversee day-to-day activities related to order processing, billing, customer support, and fulfillment operations.

- Ensure compliance with global process standards, SLAs, and performance metrics across multilingual support functions.

- Drive continuous improvement initiatives to enhance accuracy, efficiency, and turnaround time in order management workflows.

2. People & Performance Leadership:

- Supervise and mentor team leads and agents handling international processes in German, French, Japanese, Chinese, Portuguese, Spanish, or Korean.

- Conduct performance evaluations, identify training needs, and implement skill enhancement programs.

- Foster a culture of accountability, collaboration, and excellence within the operations team.

- Ensure staffing, scheduling, and resource allocation align with business demands.

3. Process Optimization and Quality Management:

- Implement process controls to minimize errors in order processing, invoicing, and customer communications.

- Partner with cross-functional teams (Sales, IT, Finance, and Customer Care) to streamline the end-to-end Order-to-Cash process.

- Drive automation, standardization, and digital transformation initiatives to improve productivity and data accuracy.

- Regularly review process performance data to identify trends, root causes, and improvement opportunities.

4. Stakeholder and Client Management:

- Serve as the escalation point for client and customer concerns, ensuring prompt resolution and client satisfaction.

- Collaborate with global teams to align operations with corporate objectives and regional market needs.

- Provide operational insights and performance reports to senior management and business partners.

- Manage communication between multiple time zones and ensure consistent service quality for international clients.

5. Sales Tools and Technical Support Oversight:

- Oversee technical and functional support for sales tools, Order Management Systems (OMS), and Premier Page platforms.

- Coordinate with IT and product support teams to ensure seamless functionality and minimal downtime.

- Drive adoption and usage of digital platforms by training end-users and resolving technical issues proactively.

Required Skills & Competencies:

- Experience: 1-3 years in International BPO with direct exposure to Order-to-Cash (OTC) or Order Management processes.

- Strong communication skills (verbal & written) in English and the chosen foreign language.

- Demonstrated ability in multi-tasking, process ownership, and cross-functional collaboration.

- Analytical mindset with hands-on experience in data interpretation, reporting, and decision-making.

- Familiarity with customer care, sales operations, and order processing tools (experience with Dell systems is a plus).

- Proven experience managing international clients, SLA-driven operations, and multi-shift environments.

Educational Qualifications:

- Minimum: Bachelors degree (or equivalent).

- Preferred: MBA in Operations Management, Business Administration, or related field.