Senior Manager – Order Management (Client Servicing)

POSITION TITLE:

Senior Manager – Order Management (Client Servicing) PRIMARY RESPONSIBILITIES:

• Build a structure to have continuous governance/oversight on trainings and processes across Order Management and Subtitling Coordination, this goes across locations and specific to Lines of Services of Subtitling, Dubbing and Media Services
• Manage the timely update of documents and other material for Order Management and Subtitling Coordination across Subtitling, Dubbing and Media Services to be inline with the latest process and technology
• Be the point of contact for process improvements, training and documentation across Order Management and Subtitling Coordination
• Provide oversight and direction to the employees in your team in accordance with Deluxe policies and procedures
• Drive synergies in processes and teams across the Lines of Service under their purview
• Work closely with GPO on enhancement suggestions come through from Ops teams
• In charge of ensuring timely Process Change Notifications are sent out and coordinate training needs for the same
• In charge of pre-release trainings and driving any large process change & consequent governance around the same
• Monitor and ensure trainings are best in class along with suggesting key process changes and timely implementation of the same
• Ensuring feedback is being given to the team regularly and the feedback system is fair
• Facilitate the scheduling of skip level meetings and one-on-ones with the help of the Project Managers
• Ensure employee work schedules including assignments and overtime scheduling are maintained for the team and are validated regularly
• Drive Global Partners call building synergies across location and teams
• Ensure OM’s team’s knowledge is across all service lines that the org oversees and not limited to any single line of service
• Work closely with Managers from Order Management and Subtitling Coordination on training and process change needs
• Make feedback on day-to-day gaps available to Management of Subtitling Coordination and Order Management
• Team to execute the timely publishing of critical internal error (s) data via audits performed that feeds into Order Management and Subtitling Coordination individual and lead scorecards
• Work closely with T&I on modules and badging requirements for Order Management and Subtitling Coordination
• Involved in daily communication and follow-up to ensure each project flows smoothly within the timeline, receives adequate checks, and is successfully completed – projects can be to do with training, process change or change to technology that needs adoption by the teams
• Ensuring effective handovers across shifts, and reducing handover time
• Drives continuous improvement in the database and applications for increased automation and quality processes
• Liaise with ADs, setting up regular calls or meetings to exchange notes and discuss case studies
• Handle escalations for any client/product in their shift
• Collaborate with other Managers to initiate RCA for escalations for any client or major gaps in processes
• Work closely with the Senior Managers to resolve any process/training gaps at hand
• Mentoring the Project Managers and Leads assigned under you
• Participate in different projects/ideas that help the teams and the organization to meet their goals.
• Drives exceptional service standards(internal and external colleagues, external collaborators, clients, etc)
• Remains flexible and proactively helps as needed in an area of need
• Implements good, open minded, tireless commitment to team
• Excellent, transparent, and timely communication skills
• Open to work in different shifts as per business need