Job Description
Lexmark International is a globally recognized provider of printing and imaging solutions, committed to innovation and customer satisfaction. We are currently seeking an experienced Operations Lead to manage our Order Management operations in Cebu City. This hybrid role offers the best of both worlds: the convenience of remote work and the synergy of in-person collaboration.
As the Operations Lead, you will be an integrated management and process expert, overseeing a wide range of activities that are critical to our business. You will lead a dynamic team responsible for processing customer orders, ensuring accuracy, timeliness, and compliance with company policies. Your leadership will be instrumental in driving operational excellence, optimizing workflows, and implementing best practices to enhance efficiency and reduce errors.
Key aspects of the role include monitoring key performance indicators (KPIs), conducting regular team meetings, and providing coaching and feedback to team members. You will also collaborate with cross-functional teams such as Sales, Logistics, and Customer Service to resolve order-related issues and improve the overall customer experience. Additionally, you will be responsible for generating reports, analyzing data, and presenting insights to senior management to support strategic decision-making.
We are looking for a candidate with strong analytical skills, excellent communication abilities, and a proven track record in team leadership. Experience in order management or supply chain operations is highly desirable. You should be comfortable working in a fast-paced environment and capable of handling multiple priorities.
Lexmark offers a competitive salary and benefits package, along with opportunities for professional growth. Join us and contribute to a company that values your expertise and dedication.
Responsibilities
- Oversee daily operations of the Order Management team, ensuring accurate and timely processing of customer orders.
- Monitor team performance against key metrics (e.g., order accuracy, turnaround time, customer satisfaction) and implement corrective actions as needed.
- Lead, coach, and mentor a team of order management associates, fostering a culture of continuous improvement and accountability.
- Identify process gaps and inefficiencies; develop and implement solutions to streamline workflows and enhance productivity.
- Collaborate with cross-functional departments (Sales, Logistics, Customer Service) to resolve order discrepancies and improve end-to-end processes.
- Prepare and present operational reports and analysis to senior management, highlighting trends, issues, and recommendations.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Participate in system enhancements and testing to support order management platform improvements.
Qualifications
- Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
- At least 3-5 years of experience in order management, operations, or a similar role, preferably in a BPO or shared services environment.
- Proven experience in team leadership, including coaching, performance management, and conflict resolution.
- Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
- Proficiency in Microsoft Office applications, particularly Excel, and experience with ERP systems (e.g., SAP, Oracle) is a plus.
- Ability to thrive in a hybrid work setup and manage time effectively.
- Customer-centric mindset and commitment to delivering high-quality service.