Senior Process Executive
Infosys BPM
Date: 1 day ago
City: Bengaluru, Karnataka
Contract type: Full time
Proficient in ERP/CRM tools and MS Office applications. Able to train and assist others in using these systems.
- Subject Matter Expertise: Serve as the O2C expert, providing in-depth knowledge and guidance on order lifecycle management, customer query resolution, invoicing, and escalations.
- Mentorship & Coaching: Mentor, coach, and develop the Order Management Specialists, providing regular feedback, performance assessments, and identifying areas for improvement.
- Process Leadership: Lead complex order management processes, including handling escalations, critical order modifications, and resolution of high-priority customer issues.
- Quality Assurance: Ensure aligned team members adhere to quality standards and continuously strive to exceed performance metrics related to accuracy, timeliness, and compliance.
- Escalation Management: Oversee and resolve escalated issues, ensuring minimal impact on operations and customer satisfaction.
- Stakeholder Engagement: Collaborate with cross-functional teams, including sales, finance, and logistics, to ensure alignment on order fulfillment and process improvements.
- Continuous Improvement: Identify process gaps and inefficiencies and work on strategic initiatives to enhance the order management and O2C process.
- System Proficiency: Provide expertise in using ERP and CRM systems and assist the team in effectively utilizing these tools.
- Training & Development: Lead training sessions for new and existing team members on O2C processes, system usage, and best practices.
- Performance Monitoring: Track and analyze performance metrics, ensuring the team meets or exceeds established KPIs, especially regarding quality scores and customer satisfaction.
- Shift Flexibility: Ensure continuous mentoring and leadership presence across various shifts, contributing to the smooth functioning of the 24/7 environment.
- 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
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