Team Lead, Order Management

Operational Leadership:

• Allocate and balance workloads to achieve SLAs and operational priorities.
• Monitor queue health and ensure timely processing of sales orders, amendments, renewals, and partner transactions.
• Act as the first point of escalation for operational issues, supporting month-end and quarter-end readiness.

Performance and Risk Management:

• Drive team performance using KPIs, SLAs, quality measures, and productivity metrics.
• Reinforce adherence to policies, procedures, and financial controls; monitor accuracy and rework trends.
• Escalate operational risks and support audit readiness to ensure compliance.

People and Stakeholder Partnership:

• Lead, coach, and develop a high-performing team through regular 1:1s, coaching, and performance reviews.
• Foster a culture of accountability, ownership, and continuous learning aligned with company values.
• Build effective relationships with Sales, Revenue, Billing, and Finance Systems to resolve queries and improve service delivery.