O2C Team lead - Order management

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.

Skills Required

Order Management, Team Leadership, Erp, Crm, Escalation