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Job Summary
The Order Processing Team Lead oversees a shared services / offshore team delivering accurate sales and service order processing, billing support, customer portal administration, and transactional activities across the Order-to-Cash (O2C) lifecycle. The role ensures process efficiency, data accuracy, SLA adherence, and high customer satisfaction through standardized service delivery and effective stakeholder management
Job Description – Team Leader
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Lead, coach, and manage a team of order processing analysts within a shared services environment, ensuring consistent delivery against SLAs, KPIs, and quality standards.
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Plan workload allocation, manage team capacity, and drive productivity while maintaining operational stability.
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Ensure adherence to standard operating procedures (SOPs), internal controls, governance standards, and audit requirements.
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Oversee accurate and timely processing of sales and service orders across enterprise systems including Microsoft Dynamics (Field Service), Pronto, and Zoho.
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Ensure effective use of Microsoft Dynamics (Field Service) for service order creation, work orders, and installation or maintenance coordination.
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Monitor order transactions, billing triggers, and financial integration within Pronto.
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Oversee order tracking, customer interactions, and workflow execution within Zoho platforms.
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Ensure alignment between customer purchase orders, quotations, contracts, and system records, maintaining high data integrity.
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Review, approve, and resolve complex transactions including order amendments, cancellations, corrections, credits, rebills, and pricing adjustments.
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Ensure accurate downstream billing by validating order data, service milestones, and charge structures.
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Act as the primary escalation point for order, billing, and service‑related issues.
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Resolve sales order discrepancies in collaboration with ANZ and other regional stakeholders, ensuring timely resolution and minimal business impact.
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Partner closely with Sales, Field Service, Operations, and Finance teams to ensure smooth end‑to‑end execution.
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Drive continuous improvement initiatives focused on standardization, efficiency, and data accuracy.
Timing
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Standard Shift: 9:00 AM to 6:00 PM IST
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Flexibility Required: Candidate must be open to working in Oceania shift after transition.
Qualifications
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UG/PG Degree in Commerce and Finance preferred / Any graduation.
Years of experience
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6 - 10 years of experience in order processing or commercial operations
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2+ years in a Team Lead or supervisory role
Skill sets required
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Strong expertise in Sales Order Processing and Order‑to‑Cash (O2C) operations
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Proven experience leading teams in a shared services / offshore delivery model
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Hands‑on exposure to Microsoft Dynamics (Field Service), Pronto, Zoho, and Microsoft 365 (Outlook, Excel, Teams, SharePoint)
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Strong stakeholder management, problem‑solving, and escalation‑handling skills
Additional Information
About Us, Our Culture & What We Can Offer You
Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies
We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.
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