Order Management Team Lead

2 weeks ago

Bengaluru, Karnataka, India InnoRenoVate Full time

What do We do?InnoRenoVate Solutions Private Limited is an HR Advisory and Services company which strives towards providing total HR services and solutions to its clients. Innovate signifies 'new' in Latin and Renovate means 'renew' and for us, InnoRenoVate (Innovate + Renovate) means fresh thinking, new ideas, value added services to our clients.We help in rebuilding our client's business with innovation and strive to provide end to end HR services including Talent Management, Compensation & Benefits, Performance Management, HR Strategy and functional excellence, Employee Retention, Business Continuity & Succession Planning, Business Coaching, Employee Engagement and Experience, Learning and skilling, Talent acquisition, among other areas.Why us?The idea evolved over the last few years with the need to make HR function more relevant and enhance employee experience in various scenarios and contexts. While our team bring expertise from different parts of the function – Talent Supply Chain, Compensation & Benefits, Career & Talent Management, Employee Engagement and Experience, HR Operations – our ultimate objective to provide value add services by our 4S approach – Simple, Suitable, Scalable and Smart people solutions remains similar. About FounderOur founder, Nitin Pande has more than 20 years of experience across industries and in various HR functions having worked in companies like HCL Technologies, Nestle and General Motors. As the Senior Vice President for HR Advisory and Employee Services at his last organization, he was instrumental in creating Centers of Excellence in the areas of Rewards, Performance Management, Employee Engagement and Change Management. He was also the HR Head for HCL Infrastructure Division.

The Role

Key Responsibilities:

  • Team Leadership & Management: Lead and manage a team of O2C specialists and SMEs, ensuring alignment with organizational goals and optimal team performance.
  • Process Ownership: Oversee the entire order lifecycle, including order processing, customer query resolution, deal progression, invoicing, and escalations. Ensure processes are handled efficiently and accurately.
  • Mentorship & Development: Coach and mentor team members, providing continuous feedback, performance assessments, and opportunities for skill development.
  • Escalation Management: Handle escalated issues, ensuring they are resolved effectively and with minimal impact on operations and customer satisfaction.
  • Stakeholder Collaboration: Work closely with cross-functional teams, including sales, finance, and logistics, to ensure smooth order fulfillment and alignment on process improvements.
  • Process Improvement: Identify areas for process optimization, reduce inefficiencies, and implement strategic initiatives to enhance the O2C process.
  • Quality Assurance: Ensure adherence to quality standards and regularly review team performance metrics such as accuracy, timeliness, and compliance.
  • System Proficiency: Provide guidance in the use of ERP and CRM tools, supporting the team in leveraging these systems effectively.
  • Performance Monitoring: Monitor team KPIs, ensuring that quality scores and customer satisfaction targets are consistently met or exceeded.
  • Shift Leadership: Provide leadership presence across multiple shifts to ensure smooth operations in a 24/7 environment.

Ideal Profile

· Education: Any Graduate/Postgraduate. Certification in Supply Chain Management, Business Process Management, or related fields is preferred.

  • Leadership Skills: Demonstrated ability to lead, coach, and develop a team in a fast-paced, dynamic work environment.
  • Technical Skills: Proficiency in ERP/CRM tools and MS Office. Ability to train and guide others in using these systems effectively.
  • Communication Skills: Excellent written and verbal communication, with proven experience in managing stakeholders and resolving conflicts.
  • Problem-Solving & Analytical Skills: Strong analytical mindset with the ability to resolve complex issues and optimize processes.
  • Customer Focus: A commitment to maintaining high levels of customer satisfaction and a track record of mentoring teams in customer service best practices.
  • Attention to Detail: A sharp eye for detail and a dedication to maintaining accuracy and compliance in all aspects of order management.
  • Shift Flexibility: Willingness to work in different shifts, including night shifts, with a 100% work-from-office arrangement.
  • Order Management or Mortgage process experience can review contracts and agreements.
  • Analyze and Eye for detail in the document which needs to be update on the system
  • 24*5 WFO (including Sat and Sunday based on business requirement)
  • Month end and Quarter end need to work on Weekend

What's on Offer?

  • Leadership Role
  • Flexible working options
  • Work alongside & learn from best in class talent

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