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16 Deluxe Entertainment Jobs
Team Lead - CS, OM
Deluxe Entertainment
posted 4hr ago
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Fixed timing
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Job Description
Job Team Lead - CS, OM Description
ABOUT THE ROLE:
As the Team Lead, Order Management you will play a crucial role within Client Services, overseeing the day-to-day operations of the Order Management team while contributing to strategic client initiatives. Your role will encompass not only the execution of order management tasks but also leadership and coordination among team members to ensure seamless and timely operations. The Team Lead, Order Management will work within a client-facing capacity, providing exemplary client service and addressing concerns or inquiries regarding orders. Collaboration with various cross-functional teams will be essential to the smooth operations of overall global client services at Deluxe. This role will report to the Project Manager/Manager, Order Management.
PRIMARY RESPONSIBILITIES:
- Act as a primary liaison between team members and clients, collaborating closely with the Client Lead to implement strategic initiatives aimed at optimizing management processes and efficiency.
- Ownership of complex orders from entry to completion, ensuring accuracy and timeliness throughout the process. This includes managing due dates, assessing asset workability, and working in close collaboration with relevant teams.
- Conduct thorough validation of workflows to ensure processes are efficient, effective, and compliant with company and client standards and requirements.
- Tracking projects holistically as Subtitling Coordination will be fully language/region-focused using project tracking tools with the data source Sfera.
- Ensure centralized project tracking tools like the Playbook are updated accurately in real-time and any non-compliance to be shared as feedback.
- Ensure to follow tasks as per the Order Management RACI.
- Work closely with the Title Manager to address any challenges that need to be communicated to the client.
- Lead project planning efforts, defining micro milestones and establishing clear timelines for order fulfillment.
- Serve as a primary point of contact for cross-functional leads, providing regular updates on order status and escalating any issues or concerns as needed.
- Collaborate with Billing or Pre-Billing teams as necessary to ensure accuracy in the billing of completed work. Verify all services rendered are properly documented and billed according to established structure and client agreements.
- Take ownership of data management in core internal systems (Sfera, ONE) or client systems, ensuring all relevant information is accurately recorded and maintained. Regularly audit data to identify discrepancies/errors or accuracy of orders and due dates, take corrective action and provide feedback as needed.
- Project planning for change management and maintain clear communication on changed project plans to downstream teams.
- Ensuring client expectations in terms of SLAs for quality and OTD are met monthly. Any deviations need to be escalated and a plan set in motion to avoid repeats.
- Ensuring IMR and Client Rejection reports are updated by the BE provided deadlines.
- Work with the Manager to review CAR/PIR and come up with corrective and preventive actions.
- Manage updates in the Client specific documents with policy and process changes and train the clusters on the same and attend meetings that affect production and policies and disseminate the information to the cluster.
- Take on client-specific process improvement tasks as assigned by the Project Manager/Manager to improve customer satisfaction.
- Attend briefing from the BE POC to stay abreast and drive BE initiatives along with the Project Manager/Manager.
- Attend leadership programs sponsored by the company.
- Act as backup for another cluster if requested by the Manager.
QUALIFICATIONS:
- 5-6 years experience across client services/order management in a client-facing capacity, with demonstrated management ability.
- Proven experience in order management & processing or similar.
- Ability to manage and delegate end-to-end order management process, maintaining timeliness and accuracy.
- Proven ability to collaborate effectively with cross-functional teams, including senior leadership, locally and globally, fostering a collaborative mindset and teamwork approach.
- Proven ability to build and maintain strong relationships with internal and external stakeholders.
- In-depth understanding of post-production processes, including marketing campaign execution.
- Familiarity with industry standards and best practices.
- Efficient in managing time and tasks effectively, with ability to prioritize competing demands while meeting deadlines.
- Skilled in escalation management and crisis resolution.
- Comfortable and skilled in working with data, with ability to effectively interpret, synthesize and integrate complex data into systems.
- Performance and metric driven, ability to analyze data and make recommendations.
- Flexible to work night shifts and rotational shifts per business need.
- Ability to multi-task and take on varied tasks and strong organizational skills. Ability to work under pressure and work towards achieving team goals. High degree of commitment to work. High performance standards
- Pro-active attitude, actively problem solve, or actively employ problem-solving techniques simultaneously ability to remain calm and focused under pressure.
Equal Employment
Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, color, religion, creed, national origin or ancestry, sex, age, or any other discriminations.
Employment Type: Full Time, Permanent
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What people at Deluxe Entertainment are saying
Rating based on 11 Team Lead
reviews
Anonymous · Media Production & Entertainment
in Bangalore / Bengaluru
Likes
Amazing people with safety.
- Salary - Excellent
+5 more
Dislikes
Office cafeteria food.
- Promotions - Poor
Team Lead salary at Deluxe Entertainment
reported by
44
employees
with 6-14
years exp.
₹6.2
L/yr - ₹13
L/yr
At
par with the average Team Lead Salary in India
View more details
What Deluxe Entertainment employees are saying about work life
based on 362 employees
Strict timing
Monday to Friday
No travel
Night Shift
Deluxe Entertainment Benefits
Submitted by Company
PROGRAMS LEARNING INVOLVEMENT WELLNESS
Submitted by Employees
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