Order Management Operations Director

4 days ago

Bengaluru, Karnataka, India InnoRenoVate Full time
About InnoRenoVate

InnoRenoVate Solutions Private Limited is an HR Advisory and Services company which strives towards providing total HR services and solutions to its clients. Our mission is to provide end-to-end HR services including Talent Management, Compensation & Benefits, Performance Management, HR Strategy, Employee Retention, Business Continuity & Succession Planning, Business Coaching, Employee Engagement and Experience, Learning and skilling, Talent acquisition, among other areas.

Role Overview

We are seeking a highly skilled Order Management Operations Director to join our team in this challenging role. As a key member of our leadership team, you will be responsible for overseeing the entire order lifecycle, ensuring that processes are handled efficiently and accurately. This includes order processing, customer query resolution, deal progression, invoicing, and escalations.

The ideal candidate will have strong leadership skills, with the ability to coach and mentor a team of O2C specialists and SMEs. You will also be responsible for process ownership, ensuring that all processes are optimized and aligned with organizational goals. Additionally, you will work closely with cross-functional teams, including sales, finance, and logistics, to ensure smooth order fulfillment and alignment on process improvements.

This is a full-time position based in a 24/7 environment, requiring shift flexibility and willingness to work across different shifts, including night shifts. The successful candidate will have a strong analytical mindset, with the ability to resolve complex issues and optimize processes. They will also have excellent communication skills, with the ability to manage stakeholders and resolve conflicts effectively.

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.
  • 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.
Requirements
  • 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
What's on Offer?
  • A competitive salary of ₹30-40 lakhs per annum, depending on experience.
  • Flexible working options.
  • Opportunities to learn from best-in-class talent.

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