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- Interview Date: 28 Nov 2024
- Interview Time: 09:30 Am till 12:30 Pm
- Please carry 2 set of updated CV(Hard Copy).
- Please carry Face Mask**.
- Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
- Job Location: Bangalore
- Qualification: Any Graduates (15 years Graduation)
- Shifts: Night Shift
- Experience: 2 to 5 Years
- Role: Process Specialist
- 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.
- Education : Any Graduate/Postgraduate. A certification in Supply Chain Management , Business Process Management, or related fields is preferred.
- Experience : Minimum 2 to 4 years of experience in Order Management and Order-to-Cash processes , with a strong background in mentoring and leadership within a BPM environment.
- Leadership Skills : Proven experience in leading, coaching, and mentoring teams in a dynamic work environment.
- Technical Skills : Proficient in ERP/CRM tools and MS Office applications. Able to train and assist others in using these systems.
- Communication Skills : Excellent written and verbal communication skills, with experience in stakeholder management and conflict resolution.
- Problem-Solving & Analytical Skills : Strong analytical mindset, capable of resolving complex issues, improving processes, and ensuring escalation-free operations.
- Customer Focus : Demonstrated ability to maintain high levels of customer satisfaction and to mentor the team in customer service best practices.
- Attention to Detail : A sharp eye for detail and a commitment to maintaining accuracy and compliance in all aspects of order management.
- Shift Requirements : Must be flexible to work in various shifts, including night shifts, and be comfortable with a 100% work-from-office arrangement.
- Team Performance : Ensure specialists meet or exceed quality metrics, with regular coaching and performance assessments.
- Escalation Resolution : Manage escalations with proactive issue resolution and expert handling of critical scenarios ensuring elimination of escalations.
- Process Optimization : Continuous improvement initiatives leading to more efficient processes and reduced errors.
- Customer Satisfaction : Maintain high levels of customer satisfaction and mentor the team to achieve the same.
Walkin For "Order Management - bangalore - Infosys BPM
1 month ago
Description
EXCLUSIVE WALK-IN DRIVE FOR " Order Management - Semi Voice-S&F " at BANGALORE on 28 Nov 2024
Greeting from Infosys BPM Ltd.,
You are kindly invited for the Infosys BPM:: Walk-In Drive on 28 Nov 2024 at BANGALORE.
Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in. Please mention Candidate ID on top of the Resume***Please use below link to apply and register your application.
Interview Information:
Interview Venue - BANGALORE::
Bangalore JP Nagar Venue:
Infosys BPM Limited.,
#785, Ground Floor Axis Sai Jyoti,
15th Cross 100 Feet Road, Sarakki,
1st Phase.J P Nagar,
Bengaluru,
Karnataka
Landmark: Near Sindhoor Convention Centre
Note - No Candidate parking facility available at JP Nagar recruitment center location.
Documents to Carry:
Job Description::
Roles & Responsibilities:
We are seeking an experienced and knowledgeable Order-to-Cash (O2C) Subject Matter Expert (SME) to lead and mentor a team of specialists. This role is key in driving process excellence, ensuring compliance, and providing guidance in the end-to-end management of the order life cycle. The SME will play a pivotal role in managing complex scenarios, coaching team members, and acting as the go-to expert for all order management and O2C processes.
The ideal candidate will possess in-depth knowledge of O2C processes, exceptional leadership skills , and a proven track record of improving quality scores and customer satisfaction. This role demands strong problem-solving abilities , the ability to train and develop team members, and a passion for maintaining the highest levels of accuracy and service delivery.
Key Responsibilities:
Qualifications:
Key Performance Indicators:
Regards,
Infosys BPM Recruitment team.
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