Job Title: Team Leader BOC - US&C Department : Business Operations Center - Mumbai Reporting Manager Title: Team Manager – BOC Job Posting Location: Mumbai (Andheri East) Geography: US&C Work Schedule: Shift window 5:30pm – 5:30 am IST Position Objectives: As the Team Lead for BOC US&C you will oversee the daily operations of US&C order management teams, ensuring a smooth workflow. Your primary focus is to consistently meet Key Performance Indicators and Service Level Agreements, ensuring high-quality service for end-users and customers. You will apply industry best practices to maintain high standards and drive excellent customer service. In your role, you will lead the team through effective management techniques, which include hiring, onboarding, training, development, recognition, and coaching. Additionally, you are responsible for initiating automation and optimization projects to improve operational efficiency, ultimately leading to better turnaround times and service quality. Your leadership will play a crucial role in enhancing the team's performance and customer satisfaction. Position Responsibilities: Process management - •Maintaining Service Level Agreements (SLAs) •Manage the process of order entry ensuring that the team meets or exceed the Perfect Order Fulfillment (POF) goals for the organization. •Monitor status of orders basis the priority and ensure completion of the deliveries as per agreed terms with customers. •Oversee and ensure adherence to established SLAs for efficient customer service delivery, including Turnaround Time (TAT) requirements. •Arrange, as required, same day shipments or any other special shipments with carrier and/or 3rd Party Logistics partner. Obtain required approval as needed. •Solve issues with logistics and transportation partners to ensure timely and quality delivery to internal and external customers. •Understand activity variability for the warehouse and take appropriate actions to ensure all shipments happen on time. •Responsible to measure quality and volume of transactions performed by the team based on SAP data. •Credit approvals - Follow matrix to approve credits for returns, damaged shipments, price overrides. •Collaborate closely with parts planning team / warehouse / logistics / credit controllers / sales to fulfill customer requirements. •Perform quality checks for the calls handled by team members and sample orders processed. •Weekly/Monthly review mechanism with stake holders to gage team's performance and discuss issues / process gaps if any. •Acts as the primary escalation contact for the team resolving issues with a sense of urgency to mitigate potential risks, with a discerning ability to escalate issues to the appropriate managerial level. Team / people management - •Responsible for annual goals setting for the US&C Parts, Analog, Export and Digital order entry team, mandatory performances reviews, annual evaluation and career path development •Responsible for coaching team members against findings based on quality and personal feedback. •Identifies areas of concerns and opportunities for performance improvements for the team members •Understand the business needs and drive the team to present meaningful and accurate reports and dashboards. •Extract, control and analyze data. Recognize trends and form conclusions. Format and present data graphically in charts / tables. Interpret and report on operational performance to management. •Conduct regular 1:1’s with the team members, evaluating their performance and addressing criticalities. •Provide timely responses to requests from the management team and other support functions. •Able to organize and present data relevant to area of responsibility and group performance. •Ensure proper organization of the working hours as well as presence of the Team Members at the office. Automation initiatives - •Spearhead automation and optimization projects to enhance operational efficiency within the customer service function, ultimately improving TAT / quality. •Actively engage as functional lead in Global / regional transformation projects / initiatives for BOT / EDI implementation & actively support in defining requirements, testing, roll-out support, and training for new users. Education & Experience Bachelor’s degree in commerce or a college degree with 3-4 years of equivalent work experience in a related field is required. Knowledge of Import/Export compliance rules and regulations is a plus. Certification in Project Mgt, Operations Mgt, Analytics, ISO, Lean, Quality or Six Sigma Desired Skills Self-motivated and well-organized with a consistent track record of driving results Proficient in collaborating with diverse teams and stakeholders. Possesses strong analytical skills. Ability to engage with individuals at all organizational levels. Adept at resolving workplace conflicts. Skilled in making data-driven decisions and managing workload fluctuations effectively. Diligent, detail-oriented, and committed to identifying root causes. Maintains high ethical standards and is trusted to prioritize employee well-being while encouraging a collaborative work environment Show more Show less

Job Title: Team Leader BOC - US&C Department : Business Operations Center - Mumbai Reporting Manager Title: Team Manager – BOC Job Posting Location: Mumbai (Andheri East) Geography: US&C Work Schedule: Shift window 5:30pm – 5:30 am IST Position Objectives: As the Team Lead for BOC US&C you will oversee the daily operations of US&C order management teams, ensuring a smooth workflow. Your primary focus is to consistently meet Key Performance Indicators and Service Level Agreements, ensuring high-quality service for end-users and customers. You will apply industry best practices to maintain high standards and drive excellent customer service. In your role, you will lead the team through effective management techniques, which include hiring, onboarding, training, development, recognition, and coaching. Additionally, you are responsible for initiating automation and optimization projects to improve operational efficiency, ultimately leading to better turnaround times and service quality. Your leadership will play a crucial role in enhancing the team's performance and customer satisfaction. Position Responsibilities: Process management - •Maintaining Service Level Agreements (SLAs) •Manage the process of order entry ensuring that the team meets or exceed the Perfect Order Fulfillment (POF) goals for the organization. •Monitor status of orders basis the priority and ensure completion of the deliveries as per agreed terms with customers. •Oversee and ensure adherence to established SLAs for efficient customer service delivery, including Turnaround Time (TAT) requirements. •Arrange, as required, same day shipments or any other special shipments with carrier and/or 3rd Party Logistics partner. Obtain required approval as needed. •Solve issues with logistics and transportation partners to ensure timely and quality delivery to internal and external customers. •Understand activity variability for the warehouse and take appropriate actions to ensure all shipments happen on time. •Responsible to measure quality and volume of transactions performed by the team based on SAP data. •Credit approvals - Follow matrix to approve credits for returns, damaged shipments, price overrides. •Collaborate closely with parts planning team / warehouse / logistics / credit controllers / sales to fulfill customer requirements. •Perform quality checks for the calls handled by team members and sample orders processed. •Weekly/Monthly review mechanism with stake holders to gage team's performance and discuss issues / process gaps if any. •Acts as the primary escalation contact for the team resolving issues with a sense of urgency to mitigate potential risks, with a discerning ability to escalate issues to the appropriate managerial level. Team / people management - •Responsible for annual goals setting for the US&C Parts, Analog, Export and Digital order entry team, mandatory performances reviews, annual evaluation and career path development •Responsible for coaching team members against findings based on quality and personal feedback. •Identifies areas of concerns and opportunities for performance improvements for the team members •Understand the business needs and drive the team to present meaningful and accurate reports and dashboards. •Extract, control and analyze data. Recognize trends and form conclusions. Format and present data graphically in charts / tables. Interpret and report on operational performance to management. •Conduct regular 1:1’s with the team members, evaluating their performance and addressing criticalities. •Provide timely responses to requests from the management team and other support functions. •Able to organize and present data relevant to area of responsibility and group performance. •Ensure proper organization of the working hours as well as presence of the Team Members at the office. Automation initiatives - •Spearhead automation and optimization projects to enhance operational efficiency within the customer service function, ultimately improving TAT / quality. •Actively engage as functional lead in Global / regional transformation projects / initiatives for BOT / EDI implementation & actively support in defining requirements, testing, roll-out support, and training for new users. Education & Experience Bachelor’s degree in commerce or a college degree with 3-4 years of equivalent work experience in a related field is required. Knowledge of Import/Export compliance rules and regulations is a plus. Certification in Project Mgt, Operations Mgt, Analytics, ISO, Lean, Quality or Six Sigma Desired Skills Self-motivated and well-organized with a consistent track record of driving results Proficient in collaborating with diverse teams and stakeholders. Possesses strong analytical skills. Ability to engage with individuals at all organizational levels. Adept at resolving workplace conflicts. Skilled in making data-driven decisions and managing workload fluctuations effectively. Diligent, detail-oriented, and committed to identifying root causes. Maintains high ethical standards and is trusted to prioritize employee well-being while encouraging a collaborative work environment

Position Tile - Operations Specialist Job Role - Tender and Order Management (GeM Portal and SAP) Job Summary: The Operations Specialist will oversee the execution of all tender orders and Value X-ray orders, ensuring compliance with business policies and the order-to-cash process. Manage bid participation, prepare economic offers for private and public customers, and handle the Government e-Marketplace (GeM) portal, allocating tenders as per the defined process. Collaborate with Business Development and Finance to ensure process quality and execution for country Operations, enhancing business growth. Improve forecast accuracy, support estimation, and sales effectiveness initiatives. Interface with various teams and support the implementation of operating mechanisms, policies, and guidelines. Additionally, the Operations Specialist will handle specific projects identified by the Operations Manager to drive business growth. Key Responsibilities: Tender and Order Management: Access the GeM portal daily and allocate tenders as per the defined process. Collaborate with Channel Partners to ensure accurate pricing updates for media on GeM. Track, analyze, and publish tender analytics for all products. Support the creation of BMI quotes for Shop Carestream bundles. Partner with Finance, Controlling, Supply Chain & Logistics (SC&L), Business Verticals, and Service teams to ensure smooth tender and channel and corporate order execution. Forecasting and Business Growth: Operate the monthly forecasting mechanism in coordination with relevant departments, focusing on improving forecast accuracy and driving business growth. Support cadence operations, funnel management, and strategic alignment. Compliance and Documentation: Manage all tender-related documentation and accounts receivable (AR) collection. Ensure strict adherence to company policies, business guidelines, and federal laws governing government business in India . Maintain an updated repository of all necessary documents for tender submissions and corporate orders. Turnkey Project Coordination: Collaborate with the procurement team and external turnkey vendors to manage turnkey activities, including required documentation. Work with the service team to oversee site preparedness, measurements, equipment installation, and handover processes. Coordinate with the finance and credit teams to ensure all required documentation is submitted for timely payment collection. Liaise with Carestream Regulatory for AERB approvals, licenses, and updates. Facilitate Quality Assurance (QA) processes for equipment . General Admin support: Distributor contract management Pricing administration C4C/SAP data maintenance (masterdata, account creation, E-shop) Qualifications & Skills: Minimum 2-4 years of previous work experience in the relevant field Strong understanding of tender management and order execution processes. Experience in handling Government e-Marketplace (GeM) portal operations. Proficiency in data analysis, forecasting, and reporting. Excellent coordination and communication skills to liaise with internal teams and external stakeholders. Ability to manage multiple projects efficiently while ensuring compliance with regulatory and business requirements. Must be resourceful in seeking out information, sales tools, and documentation from many internal and external sources. Able to work without close supervision Good interpersonal skills – team working, networking and influencing Pro-active problem solver with capability to manage corrective actions rigorously, results oriented