Associate Manager - Order Management

Job Overview:

The Sakon Order Management Associate Manager is an essential role in the Sakon ordering support team, providing daily resource planning, work-allocation, and escalation support to our team of order management analysts. Our team has excellent client service skills and is driven to provide high quality support by addressing a broad range of order requests and accurately placing approved orders in client-approved vendor portals.

The Order Management Associate Manager is a seasoned professional having worked with internal and external stakeholders to support enterprise clients and solve operational challenges identifying process improvements that support the wireless devices fulfillment function. The Order Management Team Lead acts as a role model to the Order Management Team, mentoring and coaching to assure high quality, excellent client service to Sakon’s partners and clients.

Key Responsibilities:

• Manages a teams of order management analysts and oversees day-to-day operations to support the lifecycle of wireless device procurement for client programs. This includes working closely with Team Leads on large scale enterprise deployments to meet a client’s unique requirements.
• Uses analytical skills to assist with finding solutions to moderately complex issues and contributes to process improvements which result in efficiency and enhances the client experience. This includes collaborating with cross-functional business partners, operations, and IT teams to drive improvements, identify operational efficiencies, and improve the simplicity of operations.
• Ensure that policies and processes are in place to meet business objectives and operational needs in terms of quality and delivery targets and which enables the company to function and compete effectively in the market
• Works with global teams spanning different time zones including telecom carriers and clients to obtain information, resolve issues and provide necessary support for the wireless procurement and fulfillment function.
• Supports follow-through communication on open client/carrier escalations and mitigating issues proactively. This includes working against deadlines and openly initiating communications with management if deadlines are at risk.
• Measure efficiency, performance, quality and compliance against KPI criteria and provides timely reporting on the same to management
• Manage, coach and develop high performing teams that meet agreed objectives and which deliver best practice results, added value and continuous improvements
• Set departmental objectives/KPIs and review and assess ongoing performance of direct reports
• Conducts regular one on one monthly meetings with each team member, providing constructive feedback and supporting individual development. Acts as a role model and mentor sharing knowledge openly and coaching individual team members as appropriate.

Requirements:

• Any Graduate. A degree and experience in telecommunications is a plus
• ITIL Framework, LEAN Six Sigma knowledge, certification is a plus
• Excellent English reading, comprehension and writing skills and the ability to communicate effectively in English with a neutral or US accent
• A minimum of 7-10 years of order management or relevant experience in telecom provisioning and support
• Strong organizational and time management skills
• Excels in a fast-paced, dynamic environment with the ability to multi-task
• Proficiency with MS Office, particularly Excel