EXCLUSIVE WALK-IN DRIVE FOR " Order Management - Semi Voice-S&F " at BANGALORE on 19th Nov 2024

Greeting from Infosys BPM Ltd.,

You are kindly invited for the Infosys BPM:: Walk-In Drive on 19th 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 Date: 19th Nov 2024
• Interview Time: 09:30 Am till 12:30 Pm

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 560078

Landmark: Near Sindhoor Convention Centre

Note - No Candidate parking facility available at JP Nagar recruitment center location.

Documents to Carry:

• 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 description

::

• Job Location: Bangalore
• Qualification: Any Graduates (15 years Graduation)
• Shifts: Night Shift
• Experience: 2 to 5 Years
• Role: Process Specialist

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:

• 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.

Qualifications:

• 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.

Key Performance Indicators:

• 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.

Regards,

Infosys BPM Recruitment team.