Team Lead

Infosys BPM


Date: 3 days ago
City: Bengaluru, Karnataka
Contract type: Full time
Proficiency in ERP/CRM tools and MS Office. Ability to train and guide others in using these systems effectively.

  • 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. Ensure processes are handled efficiently and accurately.
  • 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.
  • Shift Leadership: Provide leadership presence across multiple shifts to ensure smooth operations in a 24/7 environment.
  • Experience: Minimum 6 to 8 years of experience in Order Management and O2C processes, with at least 2 to 3 years in a leadership or team lead role within a BPO/BPM environment.
  • Leadership Skills: Demonstrated ability to lead, coach, and develop a team in a fast-paced, dynamic work environment.
  • 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
  • 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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