Job Description

Global Order Management Team is responsible for transaction processing, customer interaction and working with Upstream and downstream processes to ensure accurate and timely booking. This also require liaising with Sales, Partners and Customers to ensure booking requests comply with the established procedures, policies and standards. This team manages online and offline submissions for License, Hardware and Cloud. OPEX team helps operations in resolving complex process queries, Process change management, System Integration, UAT\'s, Process improvement projects, Month End Control Report Activities etc. As part of OPEX operations, OPEX team members will have to work with various stakeholders such as GPO\'s, OAL, Business Operations etc., in driving process improvement initiatives and designing & publishing MIS reports. Team members are required to be independent, demonstrate high level of ownership, well with analytical & Problem solving ability and should have good communication skills. Job Role Perform data entry, record verification, validation of policies in alignment with current business practices and Desk Manuals - HW/License/Cloud/OKS/Edu Identify queries on non-compliant requests work with the right stake holders to resolve them by providing details on possible resolution Collaborate with Upstream and Downstream teams like CDM, IB, Collection, AR for resolution of customer related issues Adherence to compliance guidelines including SOX, internal & external compliance audits Constantly strives to enhance technical and process knowledge participate in assessment programs-updates, LLC, etc. Should participate and lead activities which help the team to meet the defined KPIs Must demonstrate Customer Centricity with an intent to resolve issues in a timely and effective manner [Deliver true value by earning customer\'s trust] Perform/Drive UAT\'s on the system updates/changes Help operations team with resolving their process queries within 4 business hours Conduct Weekly SME sessions to address any process concerns, document and report the proceedings Involve in all process improvement initiatives as a project member, project lead Draft project proposals and review BRD\'s and provide timely inputs Provide Weekly Status update on project progress actively participate in and contribute to OPEX / PET sessions Key Skills Attention to detail and ability to prioritize Strong communication skills [Verbal and Written] Skills to interact with diverse stakeholders and departments Problem Solving and Decision Making skills - To recognize deviations from standard practices and analyze situations to make decisions Manage priorities and meet deadlines-Ability to place priority on how things are done to ensure TAT. Innovation-Ideation and process recommendations to improve customer experience, team efficiency and provide inputs for continuous improvement. Detail Oriented-maintain high level of accuracy and consciously works towards reducing iterations Strong Analytical skills Skill to interact with diverse stakeholders and departments across cultures, internationally Should be able to work under pressure and deliver targets / achieve goals Team player with collaborative approach Should be well versed with Computer Usage and MS Office Applications like Excel, Word and Power Point Key Competency Change Agility Communicating for Impact Collaboration Mastering Complexity Customer Centricity Inspirational Leadership Performance Drive & Execution Basic Requirements Graduate/Post Graduate with 3 years of experience Flexible to work in shifts

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