Team Lead (4B) Sales & Fulfillment Operations

BPM | SnF Domain | Global Telecom Client | Experience: 4–5 Years

ABOUT THE ROLE

A hands-on Team Lead to supervise daily order management operations for a global telecom client in a BPM

environment. You'll own team execution, quality, and SLA delivery while supporting the Assistant Manager on

process and people initiatives.

KEY RESPONSIBILITIES

- Supervise 10–15 associates across order entry, validation, amendments, and fulfillment tracking for a global

telecom account.

- Manage daily workload allocation, queue monitoring, and ensure 100% SLA compliance on order processing

TAT.

- Handle Level 1 escalations — order exceptions, short shipments, pricing discrepancies — and resolve or

escalate within defined timelines.

- Perform daily quality checks, track error rates, and conduct RCA for repeat issues.
- Publish daily performance scorecards and exception logs; participate in client calls as needed.
- Maintain team adherence to SOPs, DTPs, and telecom client-specific order management guidelines.

REQUIREMENTS

- 4–5 years in BPM/BPO operations; 1–2 years in a Team Lead or senior associate capacity in Order

Management / Sales & Fulfillment.

- Telecom industry experience (preferably for a global client) — familiarity with telecom order types, service

provisioning workflows, or billing order management is a strong plus.

- Hands-on experience with ERP/OMS platforms — SAP SD, Oracle, or Salesforce OMS.
- Strong Excel skills; ability to build and maintain operational trackers and dashboards.
- Proven ability to manage teams in a high-volume, SLA-driven workplace.

Assistant Manager (4A) – Sales & Fulfillment Operations





BPM | SnF Domain | Global Telecom Client | Experience: 5–7 Years

ABOUT THE ROLE

A delivery-focused Assistant Manager to bridge frontline teams and senior leadership across Sales & Fulfillment

operations for a global telecom client. You'll drive SLA performance, manage client governance, lead process

improvements, and grow your team leads.

KEY RESPONSIBILITIES

- Manage 2–4 Team Leads and 30–50 associates across SnF sub-processes — order capture, pricing

validation, inventory allocation, fulfillment tracking, and exception management.

- Own operational delivery and SLA governance; run daily/weekly ops reviews and implement corrective

actions for misses.

- Serve as secondary escalation point for the global telecom client; lead governance calls and contribute to

MBR/QBR performance packs.

- Lead process audits and implement Lean/Six Sigma tools to reduce cycle time and order error rates.
- Drive automation and ERP/RPA enhancement initiatives, including UAT participation for system rollouts.
- Coach Team Leads, manage performance reviews, and proactively address attrition risks.

REQUIREMENTS

- 5–7 years in BPM/BPO operations; 2–3 years managing Order Management or Sales & Fulfillment teams.
- Telecom industry experience is strongly preferred — ideally supporting a global telecom client on order

management, service fulfillment, or O2C processes.

- Proficiency with ERP/OMS platforms — SAP SD, Oracle OMS, or Salesforce OMS.
- Demonstrated experience in client relationship management and operational governance.
- Working knowledge of Lean/Six Sigma tools; Green Belt certification is a plus.
- Advanced Excel and reporting skills; Power BI exposure preferred.

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