About the role
About the job
Role: Associate Team Lead - Order Management and Customer Operations
Location: Bangalore
Experience: 5+ years of experience
Job Summary
The Team Lead is responsible for overseeing a team of Customer Solutions Agents and ensuring adherence to SOPs, service commitments, quality standards, and operational requirements. The supervisor acts as the primary escalation point, manages team performance, and ensures consistent execution of defined processes.
Job Description
• Manage delivery of Product Order Management and vendor services as per contractual SLAs.
• Lead a team handling customer orders, requests, transactions, including cancellations, chargebacks, credit/debit memos and customer cases.
• Supervise daily operations and workload allocation.
• Ensure team compliance with SOPs, work instructions, and SLA requirements.
• Identify process adherence gaps and implement corrective actions.
• Act as primary escalation point for agent, customer, and stakeholder issues.
• Monitor workload, aging, productivity, quality, and efficiency metrics through active dashboards.
• Drive root cause elimination for recurring issues, chargebacks, and fulfillment exceptions.
• Ensure governance of Salesforce case management process.
• Manage stakeholder communications with customer teams.
• Review operational KPIs and provide performance insights to leadership.
• Conduct regular quality reviews. Provide coaching, feedback, and performance management for team members.
• Lead process improvement and automation opportunities.
• Support training, onboarding, business transitions, SOP updates, and knowledge management activities.
• Assess current workflows and recommend targeted improvements to streamline execution and strengthen process effectiveness.
• Ensure audit and compliance requirements are met.
Experience and Qualification
• 5–7 years of Order Management / Customer Operations experience with at least 1 year of team leadership experience.
• Strong knowledge of OTC, Fulfillment and Customer Service processes.
• Working knowledge of SAP, Salesforce and reporting tools.
• Strong analytical, communication and leadership abilities.
• Experience managing customer escalations and cross-functional coordination.
• Demonstrated ability to meet or exceed team performance expectations and KPIs.
• Strong understanding of SOP governance and process compliance.
• Continuous improvement mindset.
• Track record of identifying and sharing process effectiveness opportunities.
• Effective team workload and queue management.
Success Measures
• SLA Achievement
• Quality Score (Zero defects)
• Transaction Accuracy
• Productivity
• SOP Compliance
• Escalation Handling
• Attendance & Schedule Adherence