Order Management - OTC - BPO

Summary of Role / Profile:

Focus of the Function: OTC

Why does this job exist:

- Need for Order Management Expert within the OTC practice

How does the role add value:

- In order to build the depth in the Order Management Practice, we do not have “True Experts” who can talk about the practice at length and position us with an edge with the competition; the person hired for this role will help build the Depth in the Practice

How is this role unique from others:

- This role is a combination of building and implementing / executive the Order Mgmt practice and therefore needs a certain level of expertise as a true SME

Who are the key relationships for this role:

- BD / Commercial Proposals / Solutions / Transitions / Operations

What are the minimum prior qualifications to be an applicant for this role:

- Bachelor of Engg.

What are the key initiatives & challenges facing this role in the next six months to three years:

- Identify solutions to productize our R2R offerings

- Integrate technology with our solutions to provide improved productivity to clients

- Provide overall guidance and support in formulating the growth strategy for this segment, identifying tactical-level execution elements, and leading execution of the tactical plan

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

Key Roles and Responsibilities

Knowledge, Experience, Education External & internal contacts

Will be required to drive growth discussions with the clients in the order management / customer service area and generate revenue for 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

Essential

- Must have strong operations experience of managing delivery within Order Management / Customer Service domain

- Previous Experience in organizations like Merck, AstraZeneca, Abbott, Pfizer (though not to be working with any of our clients currently).

- 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

- External: Client Leadership

- Internal: Sales/BD/Lead Solution Architects/Practice Leaders/Business Leaders/Commercial Proposals