Manager Order Management

Role – Order Management

• Designation – Manager (C1)
• Location – Kolkata
• Shifts – US Shift process (6:00 PM - 3:30 AM)
• Work mode – Hybrid
• Total Experience: 10-17 years
• Relevant Experience in order management: 6-7 Years
• People Management Experience: 3+ years (with TL/ AM reporting)
• JD of the role – Attached
• Notice Period: Immediate joiner preferred.

Technical Skillset: End-to End Order Management, order entry, validation, processing, invoicing, shipment coordination.

Managerial Skillset: Performance management, escalation management, stakeholder/ client management, etc

Principal Responsibilities

 Manage and oversee multiple teams within the Order Management department to

ensure operations meet defined Service Level Agreements (SLAs).

 Ensure customer expectations, targets, metrics, and Key Performance Indicators (KPIs)

are consistently met or exceeded.

 Act as the primary escalation point for customer concerns, ensuring proactive

communication and timely resolution.

 Serve as a liaison between customers and internal technical delivery teams to drive

overall project health.

 Establish, develop, and maintain strong working relationships with clients.

 Engage with clients to identify opportunities and create stronger value propositions.

 Proactively assess client needs and determine effective solutions to business challenges.

 Prepare and present performance dashboards, metrics, and trend analysis to leadership

and customers.

 Conduct regular customer engagements and participate in Management Review

Meetings, including Weekly Reviews and Monthly Business Reviews.

 Lead and drive status and operational calls with clients.

 Create content for all business review meetings including QBRs, MBRs, and Weekly

Business Reviews.

 Drive continuous improvement initiatives to reduce errors, enhance efficiency, and

improve customer experience.

 Plan and strategize transformation initiatives to meet and exceed customer

expectations.

 Manage the interface between Transformation and Operations teams to ensure delivery

of transformation outcomes while maintaining BAU operations.

 Provide functional support and guidance to direct reports on customer support

requirements.

 Proactively communicate critical issues requiring immediate attention to process

owners.

 Ensure adequate staffing levels to meet service delivery requirements.

 Conduct regular performance reviews for direct reports.

 Mentor and develop team members, fostering a culture of accountability, collaboration,

and customer focus.

 Actively support onboarding of new projects and transitions.

 Ensure compliance with all applicable policies.

 Support HR and Recruitment teams during hiring by interviewing candidates and

setting clear job expectations.

 Ensure confidentiality and security of all company and customer information.

Internal - General

Use

Critical Skills Required

 Strong Order Management expertise with SAP knowledge and Logistics or Supply Chain

Management background.

 Experience in Customer Service, Service & Work Order Management, Field Service

Management, RMA, Reverse Logistics, Warranty Management, and Renewals.

 Understanding of business operations and project management across voice and non-

voice BPO operations.

 Exceptional leadership, people management, and mentoring skills.

 Minimum 6–7 years of hands-on experience in Order Management.

 Excellent English verbal and written communication skills.

 Strong client management and stakeholder engagement abilities.

 Sound decision-making and problem-solving skills.

 Self-motivated with the ability to inspire and motivate teams through constructive

feedback.

 Ability to perform under pressure with minimal supervision.

 Proficiency in Microsoft Office applications, with advanced Excel skills.

Candidate Specification

 10–12 years of overall professional experience.

 Minimum 6–7 years of experience in Order Management.

 At least 5 years in a supervisory role or 3 years in a managerial role within a similar

process.

Shift Requirement

 US Shift – PST (Mandatory)