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Process Lead - Order Management

Date: 20-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Purpose

  • Manage the day-to-day operational processes and service levels within the Business Operations function. (covering one or more of the following areas, Order Management, Quote Team, Contract Management, Supply Chain, Planning-, Process team.
  • Ensure the activities of the team are focused on meeting or exceeding the expectations of internal and external customers.
  • Proactively build and manage relationships with key customers.
  • Working with other functions to ensure smooth delivery of a complete end-to-end process for our customers, making sure that any queries or problems are speedily resolved.
  • Provide support, coaching and development for Business Operations staff.
  • Achieve Company, department, team and personal objectives and KPIs.
  • Works with Management and teams to improve processes and procedures

Essential duties

Operational

  • Successful SLA achievement and high level of customer satisfaction.
  • Responsible in the day to day operations of the team
  • Ensure reporting is cohesive and in a standard format across the Team Leader population
  • Work closely with fellow Business Operations Team Leaders to ensure appreciation of and effective delivery against end to end processes
  • Act as the escalation point for query management from Business Operations team members, other departments, and make decisions as appropriate.
  • Stakeholder management
  • Establish and maintain a day to day relationship with the customers and ensure customer’s needs are being met and exceeded where possible.
  • Proactively build and manage relationships with customers through attending events / meetings, review meetings and maintaining regular contact.
  • Build relationships with other support functions to facilitate the achievement of the department and company objectives.
  • Conduct regular query reviews, setting individual targets and monitoring success against them.
  • Represent Business Operations to facilitate success in tender and large business opportunities and subsequent fulfilment
  • Adhoc and Customer Service

 

Leadership

  • People Management
  • Supervise the team in terms of schedule adherence and completion of tasks.
  • Provides training and knowledge sharing to the team and new hires if required.
  • Guide and motivate others to take actions and behave in ways that support the Canon’s Vision, Mission and Values.
  • Assess team’s daily workload and recommends workforce utilization / resource strategies as needed
  • Identify and escalate opportunities for improvement and ensure team have adequate training & skills to perform efficiently and achieve SLAs / department objectives

 

 

Performance measures

Process

  • Action tasks in accordance with agreed KPIs and other metrics to assist management in determining performance against strategic objectives
  • Set and contribute to Team SLA goals and targets.

 

Customer

  • Develop strong relationships with internal and external customers;
  • Respond to and resolve escalated customer issues and enquiries within an appropriate time frame.
  • Introduce and contribute to Customer Satisfaction scores

Qualifications

Essential

  • Previous Industry Experience: 3 years’ experience of customer fulfilment delivery process & associated administration activities
  • People Management Experience: ideally including performance management, coaching, building and motivating teams.
  • Bachelor’s Degree holder in any business-related discipline

 

Personal qualities:

  • Highly customer focused and delivery oriented
  • Strong communication skills to understand customer issues and to find ways to exceed customer expectations
  • Proactive & problem-solving skills
  • Strong coaching and relationship building skills
  • Ability to learn and understand product & solutions
  • Excellent organization and planning skills
  • Customer centric approach
  • IT literate in standard office systems, e.g. Excel, Outlook