Job Description :

- **
- Job Title: Manager
- City: Kolkata
- State/Province: West Bengal
- Posting Start Date: 6/15/26
- Job Description: Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

**͏Manager

- Order Management : Principal Responsibilities**:

- Manage and oversee multiple teams within the Order Management department to ensure operations meet defined Service Level Agreements (SLAs).

- Ensure customer expectations, targets, metrics, and Key Performance Indicators (KPIs) are consistently met or exceeded.

- Act as the primary escalation point for customer concerns, ensuring proactive communication and timely resolution.

- Serve as a liaison between customers and internal technical delivery teams to drive overall project health.

- Establish, develop, and maintain strong working relationships with clients.

- Engage with clients to identify opportunities and create stronger value propositions.

- Proactively assess client needs and determine effective solutions to business challenges.

- Prepare and present performance dashboards, metrics, and trend analysis to leadership and customers.

- Conduct regular customer engagements and participate in Management Review Meetings, including Weekly Reviews and Monthly Business Reviews.

- Lead and drive status and operational calls with clients.

- Create content for all business review meetings including QBRs, MBRs, and Weekly Business Reviews.

- Drive continuous improvement initiatives to reduce errors, enhance efficiency, and improve customer experience.





- Plan and strategize transformation initiatives to meet and exceed customer expectations.

- Manage the interface between Transformation and Operations teams to ensure delivery of transformation outcomes while maintaining BAU operations.

- Provide functional support and guidance to direct reports on customer support requirements.

- Proactively communicate critical issues requiring immediate attention to process owners.

- Ensure adequate staffing levels to meet service delivery requirements.

- Conduct regular performance reviews for direct reports.

- Mentor and develop team members, fostering a culture of accountability, collaboration, and customer focus.

- Actively support onboarding of new projects and transitions.

- Ensure confidentiality and security of all company and customer information.

Critical Skills Required

- Strong Order Management expertise with SAP knowledge and Logistics or Supply Chain Management background.
- Experience in Customer Service, Service & Work Order Management, Field Service Management, RMA, Reverse Logistics, Warranty Management, and Renewals.
- Understanding of business operations and project management across voice and non-voice BPO operations.
- Exceptional leadership, people management, and mentoring skills.
- Minimum 6-7 years of hands-on experience in Order Management.
- Excellent English verbal and written communication skills.
- Robust client management and stakeholder engagement abilities.




- Sound decision-making and problem-solving skills.
- Self-motivated with the ability to inspire and motivate teams through constructive feedback.
- Ability to perform under pressure with mínimal supervision.

͏ :

- Delivery governance in the account :

- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project

- Ensure a green card for all accounts in terms of performance and quality

- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags

- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders

- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

- Ensure regular invoicing as per the contract terms and condition

- Forecast and track key account metrics

- Invoicing :

- Timely submission of invoices to the client as defined in the SOW

- Provide information required and resolve any invoicing issues raised by the client

- Collect and analyze statistics (costs, customer service metrics etc.) :

- Assume responsibility of budgeting and tracking expenses : ͏ :

- Ensure outstanding performance against key metrics mentioned in the agreement :

- Regular cadence around contract compliance :

- Evaluate performance with key metrics (accuracy, customer service metrics etc.)

- Set direction for the team, track progress against targets through regular cadence calls and course correct as require

- Drive the focus of the team on quality and adherence to contract compliance processes

- Drive and implement structured cadence around quality, both

📌 Manager (Kolkata)
🏢 Wipro
📍 Kolkata