Order Management Leader - Service Excellence & Governance

Infosys BPM Philippines; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Infosys BPM Philippines is seeking an Order Fulfillment Manager to lead the end-to-end Order Management team in Manila, ensuring timely and accurate processing, strong stakeholder and customer support, and effective governance across the function.

The Lead will oversee domestic and export order management, Cerebos order management, and distribution claims, drive continuous improvement, coach the leadership team, and ensure service delivery aligns with customer experience and disciplined

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, or related field.
• 8+ years’ experience in order management or shared services environments.
• Experience leading teams in a service-driven operational environment.
• Experience working across Sales, Warehousing, Customer Excellence, or similar functions.

Responsibilities

• 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.
• 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.

Skills

Order management leadership

Stakeholder management

Process improvement

Team coaching

Education

Bachelor's degree in Business/Supply Chain/Operations or related

Job description

Infosys BPM Philippines is seeking an Order Fulfillment Manager to lead the end-to-end Order Management team in Manila, ensuring timely and accurate processing, strong stakeholder and customer support, and effective governance across the function.

The Lead will oversee domestic and export order management, Cerebos order management, and distribution claims, drive continuous improvement, coach the leadership team, and ensure service delivery aligns with customer experience and disciplined