Team Leader
Bengaluru
API International Capability Centre Private Limited
Job Summary
The Order Processing Team Lead oversees a shared services / offshore team delivering accurate sales and service order processing, billing support, customer portal administration, and transactional activities across the Order-to-Cash (O2C) lifecycle. The role ensures process efficiency, data accuracy, SLA adherence, and high customer satisfaction through standardized service delivery and effective stakeholder management
Job Description – Team Leader
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Lead, coach, and manage a team of order processing analysts within a shared services environment, ensuring consistent delivery against SLAs, KPIs, and quality standards.
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Plan workload allocation, manage team capacity, and drive productivity while maintaining operational stability.
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Ensure adherence to standard operating procedures (SOPs), internal controls, governance standards, and audit requirements.
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Oversee accurate and timely processing of sales and service orders across enterprise systems including Microsoft Dynamics (Field Service), Pronto, and Zoho.
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Ensure effective use of Microsoft Dynamics (Field Service) for service order creation, work orders, and installation or maintenance coordination.
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Monitor order transactions, billing triggers, and financial integration within Pronto.
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Oversee order tracking, customer interactions, and workflow execution within Zoho platforms.
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Ensure alignment between customer purchase orders, quotations, contracts, and system records, maintaining high data integrity.
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Review, approve, and resolve complex transactions including order amendments, cancellations, corrections, credits, rebills, and pricing adjustments.
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Ensure accurate downstream billing by validating order data, service milestones, and charge structures.
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Act as the primary escalation point for order, billing, and service‑related issues.
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Resolve sales order discrepancies in collaboration with ANZ and other regional stakeholders, ensuring timely resolution and minimal business impact.
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Partner closely with Sales, Field Service, Operations, and Finance teams to ensure smooth end‑to‑end execution.
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Drive continuous improvement initiatives focused on standardization, efficiency, and data accuracy.
Timing
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Standard Shift: 9:00 AM to 6:00 PM IST
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Flexibility Required: Candidate must be open to working in Oceania shift after transition.
Qualifications
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UG/PG Degree in Commerce and Finance preferred / Any graduation.
Years of experience
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6 – 10 years of experience in order processing or commercial operations
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2+ years in a Team Lead or supervisory role
Skill sets required
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Strong expertise in Sales Order Processing and Order‑to‑Cash (O2C) operations
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Proven experience leading teams in a shared services / offshore delivery model
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Hands‑on exposure to Microsoft Dynamics (Field Service), Pronto, Zoho, and Microsoft 365 (Outlook, Excel, Teams, SharePoint)
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Strong stakeholder management, problem‑solving, and escalation‑handling skills
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