Team Manager - Order Management Domain - Telecom - BPO

We are a leading recruitment company hiring for various openings Currently we are hiring for a (Order Management) for Manager Profile in a leading Financial MNC in Pune Location.

Title:- Team Manager- Order Management

Reporting to :- Group Manager

Location:- Pune

NP:- 60 days Max

Shift:- 9 am to 9 pm (window timing)

Experience:- 9-10 yrs

Working:- 5 Days.

Job Purpose:-

The Team Manager (TM) position for Order Management is to manage all operational activities defined by SITA Business Owners.

The TM has a key role to ensure that Ordering Provisioning processes are completed in time for all customer requests and Order Management parameters defined by Clients are achieved and standard procedures adhered to.

They also support SITA Process Owners to identify roadblocks (commercial validation issues, technical & tool issues), implement improved procedures & contribute to achieve business objectives.

The key functions of Team Manager in Order Management function are:-

Own the end-to-end service delivery processes for the respective regions.

Manage the second level escalations with SITA and Suppliers.

Own the performance of TL's and agent for the respective regions

Monitor and improve the process efficiency and performances of his/her staff with the aim of improving the agent productivity and quality.

Manage service delivery escalations coming from internal/external customers.

Measure and improve Delivery performances through regular reports and dashboards for the customers within their regions.

Own weekly review meeting with SITA and Supplier representatives to review performances and address any issue within their regions.

Run monthly meeting with SITA Regional Heads to review SD activity and performances.

Key Accountabilities:-

The TM will be responsible for ensuring smooth delivery of services to customer locations.

To be able to carry out their responsibilities, the TM needs to ensure below points are followed:

Manage all activities to deliver agreed services to SITA and ensure all pre-defined CTPs and CTQs for all the processes are regularly achieved.

Escalate unresolved commercial/technical/tool issues to concerned entities (internal/external) to speed up completion of provisioning activities. Also report them to SITA Process Owners

Conduct a weekly review of OM Process Adherence with Clients by extracting all the reports designed to measure OM performance parameters.

Prepare Capacity reports for OM team on monthly basis and attend the Account Management Review with SITA.

Prepare the - SITA Comm Operations Review- to report the summary of monthly OM performance to SITA Process Owners.

TM should demonstrate agility, good thinking, pro-activity, initiatives and very good organizational skills in order to deliver the above key business functions.

TM should have a good understanding of the features, limitations, usages and restrictions of SITA & Supplier applications and any tools used by other internal WNS teams in order to serve at her/his best SITA business objectives.

TM should have the knowledge of SITA business expectations and needs in order to deliver qualitative reports, support the team on the floor in prioritizing the activities, and apply adequately the Escalation Matrix defined by the Process Owners.

Finally TM should maintain effective operational contact with all parties involved in delivering any aspects of OM so that the customer's confidence increases in regards of the data/work.

Tasks & Activities:-

Some specifics tasks and activities of the TM:-

Work with individual process owners at the client end to ensure that commitments are met & that overall Service Delivery Performance is continually enhanced, meeting or exceeding the customer expectations. The measure of success is achievement of SLA performances agreed with SITA. (Percentage of orders delivered within CDD, Responsiveness to queries etc).

Customer Satisfaction - Work with the global Service Delivery organization to ensure that internal customers such as the Regional CSO staff are satisfied with the implemented processes and tools functionalities. Typical measurements of success are internal rating from Regions, number and severity of management escalations and complaints, and crisis prevention.

Staff Satisfaction - Manage, coach and motivate the staff in order to bring the best out of the people assigned to the customer.

Reports Extractions - Reports on regional basis to be executed on a weekly basis and there of develop POA where team is not meeting expected - Adherence towards procedures.

Candidate Profile (Knowledge, Skills & Experience):-

The TM will be responsible for the accurate and timely on-site delivery of customer orders. Next to that, they will also be instrumental in recommending process improvements to the delivery of services.

The TM position requires a pro-active and positive approach to all job duties, as success depends on interpersonal skills with different entities inside and outside SITA, substantiated by knowledge, skills and experience.

Education and Training:-

Typically a degree from recognized international university

Subsequent Management training or qualification

Basic Networking and Telecommunication knowledge

Knowledge and Skills:-

Fluent spoken & written English. Excellent written and verbal communication skills

Able to analyse issues and problems, determine actions required to resolve them

Determination and tenaciousness in carrying out required actions to deliver OBS services

Excellent time management & priority setting

Persuasive in terms of mobilizing internal/external help

Excellent interpersonal skills for telephone related activities

Experience:-

4-5 years experience in Telecom industry

Looking for a person having very good knowledge in Oracle.

If interested please share your updated resume. For any Quarries feel free to call or drop a mail

Anwar
Sr.Recruiter (F&A-ITES)
040-39834030
995912109