Client services team lead

4 weeks ago

Bengaluru, Karnataka, India Deluxe Full time

ABOUT THE ROLE:

As the Team Lead, Order Management you will play a crucial role within Client Services, overseeing the day-to-day operations of the Order Management team while contributing to strategic client initiatives.

Your role will encompass not only the execution of order management tasks but also leadership and coordination among team members to ensure seamless and timely operations.

The Team Lead, Order Management will work within a client-facing capacity, providing exemplary client service and addressing concerns or inquiries regarding orders.

Collaboration with various cross-functional teams will be essential to the smooth operations of overall global client services at Deluxe. This role will report to the Project Manager/Manager, Order Management.
PRIMARY RESPONSIBILITIES:
  • Lead, mentor, and manage a team of order management specialists (AC, Sr AC, Account Specialist).
  • Act as a primary liaison between team members and clients, collaborating closely with the Client Lead to implement strategic initiatives aimed at optimizing management processes and efficiency.
  • Ownership of complex orders from entry to completion, ensuring accuracy and timeliness throughout the process. This includes managing due dates, assessing asset workability, and working in close collaboration with relevant teams.
  • Conduct thorough validation of workflows to ensure processes are efficient, effective, and compliant with company and client standards and requirements.
  • Tracking projects holistically as Subtitling Coordination will be fully language/regionfocused using project tracking tools with the data source Sfera.
  • Ensure centralized project tracking tools like the Playbook are updated accurately in realtime and any noncompliance to be shared as feedback.
  • Ensure the team is following tasks as per the Order Management RACI.
  • Work closely with the Title Manager to address any challenges that need to be communicated to the client.
  • Manage team capacity and ensure projects are equally distributed and assigned per skill and capacity.
  • Lead project planning efforts, defining 'micro milestones' and establishing clear timelines for order fulfillment.
  • Serve as a primary point of contact for crossfunctional leads, providing regular updates on order status and escalating any issues or concerns as needed.
  • Collaborate with Billing or Pre-Billing teams as necessary to ensure accuracy in the billing of completed work. Verify all services rendered are properly documented and billed according to established structure and client agreements.
  • Take ownership of data management in core internal systems (Sfera, ONE) or client systems, ensuring all relevant information is accurately recorded and maintained. Regularly audit data to identify discrepancies/errors or accuracy of orders and due dates, take corrective action and provide feedback as needed.
  • Project planning for change management and maintain clear communication on changed project plans to downstream teams.
  • Ensuring client expectations in terms of SLAs for quality and OTD are met monthly. Any deviations need to be escalated and a plan set in motion to avoid repeats.
  • Making sure your cluster is adequately staffed and to ensure all ACs are punctual, regular, productive and are efficiently utilized.
  • Making sure HR policies and Work Day compliance is 100% and teams are effectively and efficiently following Deluxe policies.
  • Ensuring IMR and Client Rejection reports are updated by the BE provided deadlines.
  • Work with the Manager to review CAR/PIR and come up with corrective and preventive actions.
  • Manage updates in the Client specific documents with policy and process changes and train the clusters on the same and attend meetings that affect production and policies and disseminate the information to the cluster.
  • Take on clientspecific process improvement tasks as assigned by the Project Manager/Manager to improve customer satisfaction.
  • Attend briefing from the BE POC to stay abreast and drive BE initiatives along with the Project Manager/Manager.
  • Work with the ACs on process improvement initiatives and kaizen activities. Sharing updates received from the Clients on projects to keep every dept in the loop.
  • Ensure team members are performing all necessary tasks per desk specific SLAs (this would include research and response to the Client with a detailed root cause analysis on a daytoday basis)
  • Keep abreast of the team's progress in terms of performance metrics, behaviour, attitude and keep necessary owners informed.
  • Conduct 1:1s monthly/bimonthly to share progress and feedback against the employee's goals.
  • Attend leadership programs sponsored by the company.
  • Act as backup for another cluster if requested by the Manager.
  • Always keeping the team engaged and motivated by conducted regular one on ones, share progress against the individual and generic goals and keeping Leadership informed of any deviations.
  • Any improvements for persistent performance or behavioural issues to be routed via the PIP or CAF process involving HRBP.
  • Keep abreast of process changes and ensure the team is well versed with the change and can adapt and adopt by the timelines provided.
QUALIFICATIONS:
  • 56 years' experience across client services/order management in a clientfacing capacity, with demonstrated management ability.
  • Proven experience in order management & processing or similar.
  • Ability to manage and delegate endtoend order management process, maintaining timeliness and accuracy.
  • Proven ability to collaborate effectively with crossfunctional teams, including senior leadership, locally and globally, fostering a collaborative mindset and teamwork approach.
  • Proven ability to build and maintain strong relationships with internal and external stakeholders.
  • Indepth understanding of postproduction processes, including marketing campaign execution.
  • Familiarity with industry standards and best practices.
  • Efficient in managing time and tasks effectively, with ability to prioritize competing demands while meeting deadlines.
  • Skilled in escalation management and crisis resolution.
  • Comfortable and skilled in working with data, with ability to effectively interpret, synthesize and integrate complex data into systems.
  • Performance and metric driven, ability to analyze data and make recommendations.
  • Flexible to work night shifts and rotational shifts per business need.
  • Ability to multitask and take on varied tasks and strong organizational skills. Ability to work under pressure and work towards achieving team goals. High degree of commitment to work. High performance standards
  • Proactive attitude, actively problem solve, or actively employ problemsolving techniques simultaneously ability to remain calm and focused under pressure.
  • Has experience in a leadership capacity with IC reporting directly in pervious roles.
Equal Employment
Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees.

Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, color, religion, creed, national origin or ancestry, sex, age, or any other discriminations.

Note:
  • Transport - free pick-up and drop facility from your residence to work and back.
  • Meals - Breakfast, Lunch and dinner will be served in the facility.
  • Candidate should be open for Night shift

  • Client Service Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India Hireginie Talent Cloud Full time

    Hireginie Talent Cloud is seeking an experienced Client Service Team Lead to join our team. As a key member of our leadership, you will be responsible for leading a high-performing team of Client Service Associates to achieve exceptional service delivery and build strong client relationships.About the RoleThe ideal candidate will have a minimum of 2 years of...

  • Leadership Team Lead

    1 week ago

    Bengaluru, Karnataka, India ReSource Pro Full time

    Job DescriptionThis role involves leading and supervising Service Delivery Team Leaders/Client Specialists and client teams to establish and maintain a motivated and skilled service delivery workforce; overseeing daily operations to ensure client satisfaction, work quality, and efficiency; identifying and leading department, division, or company-level...

  • Client Servicing Lead

    1 week ago

    Bengaluru, Karnataka, India BigCity Promotions Full time

    Client Servicing LeadWe are seeking a highly experienced Client Servicing Lead to join our team at BigCity Promotions. As a key member of our leadership team, you will be responsible for leading a team of Client Servicing Managers to achieve revenue growth and exceed client expectations. In this role, you will develop and execute strategies to grow existing...

  • Team Lead, Client Solutions and Support

    2 weeks ago

    Bengaluru, Karnataka, India NTT DATA Global Delivery Services Limited Full time

    Careers at NTT DATAWe are a global company that values innovation, diversity, and inclusion. Our mission is to deliver exceptional service to our clients and to make a positive impact on society.**Senior Team Lead, Service Delivery Client Engineering**This role is an exciting opportunity to join our team of experts and contribute to the success of our...

  • Client Services Team Lead

    7 days ago

    Bengaluru, Karnataka, India MullenLowe Lintas Group Full time

    Key Responsibilities:As a Brand Services Manager at MullenLowe Lintas Group, you will be responsible for:* Developing and implementing integrated communication strategies that meet or exceed client expectations* Collaborating with cross-functional teams to ensure successful project delivery* Maintaining strong relationships with clients through regular...

  • Team Lead

    7 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    About TCS:A global IT and business solutions leader, Tata Consultancy Services (TCS) has an employee strength of 612 K+ with global presence in 55 countries and a revenue of USD 29.08 billion. We offer services across multiple service lines including Cloud Infrastructure, Cognitive Business Operations, Cybersecurity, Consulting, Enterprise Solutions,...

  • IT Service Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India Withum Full time

    About WithumAt Withum, we pride ourselves on being a place where talent thrives. Our company culture is built on the principles of inclusivity, entrepreneurial spirit, and teamwork. We empower our clients and staff with innovative tools and solutions to address their accounting, tax, and business management needs.As a US nationally ranked Top 25 firm, we...

  • TCS Team Lead – HRO Services Manager

    3 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Job Description:Tata Consultancy Services is a global IT and business solutions leader, seeking an experienced Team Lead – HRO Services to join our team. In this role, you will lead and oversee the delivery of Human Resource Outsourcing (HRO) services, driving operational excellence and client satisfaction.About the Role:This position requires strong...

  • Client Support Team Lead

    2 days ago

    Bengaluru, Karnataka, India Oracle Full time

    Job Description:">">">"> We are excited to hire a Senior Team Lead, Client Support, at Oracle Cerner. As Senior Team Lead, Client Support, you will be responsible for planning and managing the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. ">">You will be...

  • Client Service Operations Lead

    1 week ago

    Bengaluru, Karnataka, India Hireginie Talent Cloud Full time

    Job TitleClient Service Operations LeadAbout the RoleWe are seeking an experienced and motivated leader to manage our client service operations. The ideal candidate will oversee team performance, build strong client relationships, mentor staff, and streamline processes.Key ResponsibilitiesTeam Leadership: Supervise a team of Client Service Associates to...

  • Client Specialist/Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India ReSource Pro Full time

    Job Description - Client Specialist, SDU, IndiaI. Basic InformationJob Title: Client SpecialistReport to: AM - Service DeliveryDepartment: Service Delivery UnitLocation: Bangalore, IndiaII. Purpose of the PositionProcesses complex tasks, implements new tasks and/or manages existing tasks without supervision . Provides guidance, instruction and direction to...

  • Client Specialist/Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India ReSource Pro Full time

    Job Description - Client Specialist, SDU, India I. Basic Information Job Title: Client Specialist Report to: AM - Service Delivery Department: Service Delivery Unit Location: Bangalore, India II. Purpose of the Position Processes complex tasks, implements new tasks and/or manages existing tasks without supervision. Provides guidance, instruction and...

  • Team Lead Role in HRO Services at Tata Consultancy Services

    1 week ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    About the RoleTata Consultancy Services (TCS) is a global IT and business solutions leader, with a presence in 55 countries and a revenue of USD 29.08 billion. We offer services across various service lines, including Cloud Infrastructure, Cognitive Business Operations, Cybersecurity, Consulting, Enterprise Solutions, Internet of Things / Digital...

  • Cloud Engineering Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India Hiring For Client Full time

    Job Title: Senior Cloud Engineer">">About Us:Hiring for Senior/Lead Cloud Engineer positions. We are a professional services company based in India with offices in Bangalore, Coimbatore, and Chennai.Work Mode: Work from officeContract Duration: 6 monthsWe are seeking experienced professionals to work as part of our cloud engineering team. If you have the...

  • HR Services Team Lead

    1 week ago

    Bengaluru, Karnataka, India Oracle Full time

    Job Title :HR Shared Services ManagerLocation :BengaluruExperience :12-18 yearsOur ideal candidate will be a seasoned leader with extensive experience in managing Global Execution processes. As a Manager, HR Services, you will lead and develop a team of HR Services professionals responsible for delivering high-quality services to our clients.Key...

  • Services Team Lead

    1 week ago

    Bengaluru, Karnataka, India Diligent Full time

    About UsDiligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.At Diligent, you are...

  • Client Services Manager

    3 weeks ago

    Bengaluru, Karnataka, India inVentiv International Pharma Services Pvt. Ltd. Full time

    Job Title: Client Services Manager - RPOLocation: Whitefield, BangaloreEmployment Type: Full-TimeAbout the Role:- We are seeking an experienced Client Services Manager to oversee our Recruitment Process Outsourcing (RPO) business at our client site in Whitefield, Bangalore.- The role will involve managing a team of 27 professionals across recruitment and...

  • IT Service Desk Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India NTT DATA Global Delivery Services Limited Full time

    Job OverviewNTT DATA Global Delivery Services Limited is a leading provider of IT services, and we are currently seeking a highly skilled Help Desk Manager to join our team. As a Help Desk Manager, you will be responsible for leading a team of technical support specialists in resolving technical issues related to hardware, software, networks, and...

  • Team Lead, Client Accounting

    4 weeks ago

    Bengaluru, Karnataka, India Sirva Full time

    Job DescriptionSIRVA is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With SIRVA locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service...

  • Tata Consultancy Services Hiring for HR Ops Team Lead

    3 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Job Brief:Tata Consultancy Services is seeking an experienced Team Lead – HRO Services to join our team, responsible for leading and managing a team of resources, ensuring high performance and professional development. The ideal candidate will have a strong background in Human Resource Outsourcing (HRO) services, with a proven track record of delivering...