O2C Team lead - Order management

Job Description

Job Summary:

We are hiring an experienced Order to Cash (O2C) Team Lead to oversee end-to-end order lifecycle processes and lead a team of specialists in a fast-paced BPO/BPM environment. The role demands strong leadership, stakeholder collaboration, and a continuous improvement mindset to drive operational excellence and customer satisfaction.

Key Responsibilities:

• Team Leadership & Management: Lead a team of O2C specialists and SMEs; ensure team goals align with business objectives.
• Process Ownership: Supervise the entire O2C cycle including order processing, invoicing, customer query resolution, and escalations.
• Mentorship & Development: Provide coaching, feedback, and development plans to team members for performance growth.
• Escalation Management: Resolve complex and escalated issues efficiently to maintain service quality and client satisfaction.
• Stakeholder Collaboration: Coordinate with sales, finance, and logistics for seamless order fulfillment and issue resolution.
• Process Improvement: Identify inefficiencies in workflows and implement strategies for continuous process enhancements.
• Quality Assurance: Monitor and enforce adherence to quality standards, accuracy, and compliance metrics.
• System Proficiency: Guide team in effective use of ERP and CRM platforms; support in system-related problem-solving.
• Performance Monitoring: Track KPIs and ensure team meets accuracy, turnaround time, and customer satisfaction benchmarks.
• Shift Leadership: Ensure operational coverage and support across multiple shifts in a 24/7 working environment.