Order Fulfillment Manager

Are you ready to make an impact Join Infosys BPM Philippines as an Order Fulfillment Manager and jumpstart your career!

The Order Fulfillment Manager is responsible for leading the end-to-end Order Management team in GCC Manila, ensuring timely and accurate order processing, strong stakeholder and customer support, and effective operational governance across the function.

The role provides leadership across domestic order management, export order management, Cerebos order management, and distribution claims, ensuring service delivery is reliable, escalations are managed effectively, and continuous improvement priorities are translated into practical action.

The Lead plays a key role in creating a high-performing, service-oriented operation that supports a strong customer experience and disciplined execution across order-related processes.

Key Responsibilities:

Operational Delivery

• Lead day-to-day Order Management operations across domestic, export, Cerebos, and distribution claims teams, ensuring timely and accurate processing of work across all in-scope activities.
• Oversee workload allocation, service performance, processing quality, and issue resolution across the function.
• Monitor operational trends, backlogs, exceptions, and service risks to maintain stable delivery and strong governance.

Stakeholder, Customer & Service Experience

• Act as the senior operational contact for key stakeholders across Sales, Customer Excellence, Warehousing, and other relevant teams.
• Ensure the function provides a high level of customer service to both internal stakeholders and customers.
• Support resolution of complex issues, escalations, and service risks across the order management process.

Governance, Controls & Operational Management

• Maintain effective operational governance across order management and distribution claims activities.
• Ensure adherence to standard operating procedures, escalation paths, controls, and service requirements.
• Ensure standard operating procedures within the tower are reviewed, updated, validated, and maintained, and that changes in process, controls, or stakeholder requirements are reflected accurately.

People Leadership & Development

• Lead, coach, and develop the Order Management leadership team and broader team members across all sub-functions.
• Set clear expectations for performance, stakeholder support, issue resolution, and continuous improvement.
• Build capability across the team through coaching, problem-solving support, and knowledge sharing.

Qualifications:

• Bachelor's degree in Business, Supply Chain, Operations, Commerce, or related field, or equivalent experience.
• Training in customer operations, order management, or process improvement desirable.
• 8+ years experience in order management, customer operations, claims processing, or related shared services environments.
• Demonstrated experience leading teams in a service-driven operational environment.
• Experience working across stakeholder groups including Sales, Warehousing, Customer Excellence, or similar functions.
• Proven ability to oversee governance, service performance, issue resolution, and process improvement.
• Experience in shared services, GBS, or delivery centre environments desirable.

We value Diversity, Equity, and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines