Senior Specialist - Accounting and Reporting, Finance and SCM

Chennai, Tamil Nadu

Job Summary

Team Leader – Midstream Contact Center, Supply Chain Job Summary The Team Leader is responsible for managing a team of supply chain contact center associates handling midstream operations, customer inquiries, order management, shipment tracking, inventory-related issues, exception management, and stakeholder communications. The role ensures operational excellence, SLA adherence, customer satisfaction, and continuous process improvement while acting as a key liaison between customers, logistics providers, distribution centers, planners, and internal business teams.

Key Responsibilities

Key Responsibilities Team Management & Leadership

- Lead, coach, and develop a team of contact center associates.
- Conduct regular performance reviews, coaching sessions, and team meetings.
- Manage workforce planning, scheduling, attendance, and productivity.
- Drive employee engagement and foster a high-performance culture.
- Support recruitment, onboarding, and training activities.

Supply Chain Operations Management

- Oversee order lifecycle management from order receipt through fulfillment and delivery.
- Monitor shipment status and proactively manage transportation exceptions.
- Coordinate with logistics providers, warehouses, carriers, and planning teams.
- Ensure timely resolution of supply chain disruptions and customer escalations.
- Support inventory-related inquiries, backorders, allocation, and replenishment activities.

Customer & Stakeholder Management

- Serve as the primary escalation point for complex customer issues.
- Build strong relationships with customers, suppliers, carriers, and internal stakeholders.




- Ensure effective communication regarding shipment delays, shortages, and service impacts.
- Drive customer satisfaction through proactive issue resolution.

Performance & SLA Management

- Monitor operational KPIs and service delivery metrics.
- Ensure adherence to customer SLAs, contractual commitments, and internal targets.
- Analyze operational trends and implement corrective actions.
- Prepare and present performance reports to management.

Continuous Improvement & Compliance

- Identify process improvement opportunities to enhance efficiency and customer experience.
- Lead root cause analysis for recurring operational issues.
- Ensure compliance with company policies, quality standards, and supply chain procedures.
- Support automation, digitization, and Lean/Six Sigma initiatives.

Skill Requirements

Preferred Skills

- Advanced Excel and reporting skills.
- Knowledge of CRM platforms such as Salesforce, ServiceNow, or Zendesk.
- Experience with KPI dashboards and performance analytics.
- Lean Six Sigma Green Belt certification (preferred).
- Excellent problem-solving and decision-making abilities.
- Robust stakeholder and escalation management skills.

Key Performance Indicators (KPIs)

Operational Metrics

- Service Level Agreement (SLA) Compliance
- On-Time Resolution Rate




- Case Aging
- Backlog Management
- Escalation Closure Rate
- Order Fulfillment Accuracy

Customer Metrics

- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Escalation Reduction
- First Contact Resolution (FCR)

Team Metrics

- Productivity per Associate
- Quality Scores
- Attendance & Schedule Adherence
- Employee Engagement
- Attrition Rate

Supply Chain Metrics

- On-Time Delivery (OTD)
- Perfect Order Rate
- Shipment Visibility Accuracy
- Inventory Exception Resolution Time
- Carrier Performance Compliance

Core Competencies

- Team Leadership
- Supply Chain Knowledge
- Customer-Centric Mindset
- Analytical Thinking
- Conflict Resolution
- Stakeholder Management
- Decision Making Under Pressure
- Process Improvement
- Effective Communication
- Results Orientation

Reporting To: Operations Manager / Supply Chain Contact Center Manager Direct Reports: Supply Chain Associates, Senior Associates, Specialists

Other Requirements

Required Qualifications

- Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Operations, or related field.
- 2–5 years of experience in Supply Chain Operations, Contact Center Operations, Customer Service, or Logistics.
- 2–3 years of experience in a people leadership role.
- Experience with ERP and supply chain management systems (SAP, Oracle, JDA, Kinaxis, Blue Yonder, etc.).
- Strong knowledge of Order-to-Cash (O2C), transportation, warehousing, and inventory processes.

1. Optional But Valuable Certifications: Certified Management Accountant (Cma), Chartered Financial Analyst (Cfa), Or Similar Credentials

📌 Senior Specialist - Accounting and Reporting, Finance and SCM (Chennai)
🏢 HCLTech
📍 Chennai