Manager, Order Quality

We are looking for a Manager, Order Quality to join our team in Chennai and lead a team of Order Quality professionals, fostering a high-performing environment through coaching, development, and metric management. Oversees daily operations, delegating workload ensuring high order quality.

About You - experience, education, skills, and accomplishments

• Graduate or Postgraduate in any discipline.
• At least 7 years of experience in people management role with Order management, billing, contract administration etc.
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Proficiency in order management software and systems.
• Strong analytical and problem-solving abilities.

It would be great if you also had the following:

• Working or worked on SFDC to support CRM/CLM requirements at your current or previous organization.

What will you be doing in this role?

• Review and monitor the quality of both new and reoccurring (renewal) subscription orders. Supervise and monitor daily opportunity to order matters including support for new business, renewal processing, change requests and responding to end-user inquiries.
• Develop effective working relationships with sales and collaborate with partner groups providing service to the business. Work closely with sales to enable customer success.
• Review workflow via cases, outbound and inbound tracking and to support root cause analysis. Assign cases and drive performance based upon metrics.
• Deliver invoice corrections reporting; provide management and sales focused reporting, leaderboards, etc.
• Perform detailed root cause analysis to determine source of errors and put in place process and other improvements to remediate issues and identify corrective actions (people, process and systems) and deliver training, communications support to improve quality
• Manage a team of colleagues.
• Lead, direct and review the team s work to achieve operational or functional targets or objectives with measurable contribution towards the achievement of immediate and short-term results for the team and department.
• Establish and communicate team goals that support and advance team and department objectives; establish metrics or other performance measures to track progress.
• Understand and explain policies, practices and procedures within immediate area of responsibility to stakeholders within and outside of the team.
• Deliver consistent and timely training, guidance and feedback to encourage and promote colleague success and growth through regular developmental conversations and identification of developmental opportunities.
• Provide primary input and recommendations on staffing decisions for the team.

About the Team

The team is spread across APAC, EMEA and US consisting of 25 members. We provide global support in a 24/5 support model.

Hours of Work

Monday-Friday, 8 hours per day (Full-Time, Permanent). Work Timing: 17:30 - 02:30 Hrs.

Work Location- Chennai

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.