Senior Operations Manager Infosys BPM Limited

About Infosys BPM Limited

Job Description

Key Responsibilities: Key Responsibilities Leadership Team Management Lead and manage a group of 6 to 8 Team Leaders and oversee a team of 75 to 100 specialists and SMEs Ensure alignment with organizational goals and drive consistent team performance Operational Oversight Take full ownership of end to end order lifecycle management deal progression including order processing customer query resolution invoicing escalations and critical order processes Strategic Planning Execution Develop and implement strategies to enhance the O2C process optimize team structures and ensure alignment with business objectives Team Leadership Development Mentor and coach Team Leaders ensuring they are effectively managing their respective teams and fostering an environment of continuous learning and improvement Escalation Management Oversee and resolve escalated issues with a focus on minimizing operational disruptions and improving customer satisfaction Stakeholder Engagement Collaborate with senior stakeholders from cross functional teams including sales finance logistics and IT to ensure seamless integration and alignment on order fulfillment and strategic initiatives Continuous Improvement Innovation Drive continuous process improvements implement best practices and leverage technology to enhance efficiency and reduce errors within the order management and O2C processes Quality Compliance Ensure all teams adhere to quality standards regulatory compliance and operational policies Regularly review and audit processes to maintain high levels of accuracy and quality Performance Monitoring Develop and track performance metrics for Team Leaders and their teams ensuring they meet or exceed KPIs related to order accuracy timeliness and customer satisfaction System Proficiency Provide expert level knowledge and guidance on ERP CRM systems ensuring teams utilize these tools effectively to manage order processes Resource Capacity Management Ensure optimal resource allocation and workforce planning to manage workloads efficiently across shifts and geographies in a 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 Preferred Skills: S&F->SUPPLY CHAIN PLANNING ( Vendor Management); INVENTORY PLANNING; INSIDE SALES; MDM,