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.

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.

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.

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.

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.