Team Leader - Order to Invoice
Lloyds Register
Mumbai, IN
2d ago

Job ID : 26523

Location : Mumbai : India Management Office (LR L000156)

Position Category : Customer Service

Department : IN720002 : MUM-LRQA OVERHEAD (IN720002)

Position Type : Employee Regular

Role purpose :

To lead, manage and develop the O2i team to : Deliver and maintain an effective, competitive and fully compliant service to internal and external clients for SAME area.

Key Responsibilities :

  • Meet client expectations through effective management of the service delivery / support processes
  • Develop and motivate the Order to Invoice team. Includes recruitment, performance management, training and development of team members.
  • Provide input into Business Centre strategies, business plans and budgets. Translate plans into goals and objectives for the team, and implement these within agreed budgets
  • Ensure that the systems, processes and procedures within the O2i team are effective, efficient and are communicated and understood by all team members.
  • Assist senior managers in implementing change to meet current and future business needs

  • Ensure effective systems and processes are in place to manage the O2i process
  • Deal with business queries and build relationships with clients, to promote LRQA and resolve invoice related problems. Monitor, evaluate and act on client feedback.
  • Liaise with other business areas / offices to ensure consistency in the development and delivery LRQA’s services to internal and external clients
  • Collate, review and analyse data to provide management information / business intelligence reports. Includes identification and reporting of process / service failures to support overall service delivery.
  • Eg. Invoice cancellations

  • Overall responsible for prioritising, delegating and monitoring of resource to ensure invoicing targets are met.
  • Responsible for monitoring of assessors time and expenses ; timely recording of sub-contractors time and expenses, including submitting monthly accruals for sub-contractors expenses
  • Daily review of work-in-progress (WIP) report to ensure pending jobs progress to billing in accordance to group key performance indicators (KPIs), with WIP ratio to be maintained at /
  • Main point of liaison / support point for invoice-related matters with various business stakeholders, such as SSC and external clients to manage queries, resolve discrepancies / disputes and / or process failures at various touchpoints
  • Manage your own and your team's compliance with health and safety rules, instructions, systems and legal requirements, ensuring employees are suitably trained and adequate resources are available to work safely.
  • Monitor and review health and safety performance, observe safety behaviours in the workplace, taking appropriate corrective and preventive action as necessary and suggesting and implementing improvement activities.
  • Technical / Professional Qualifications / Requirements :

  • Degree or business qualification, plus minimum 8 years supervisory experience in a client facing role
  • Significant experience in a people management role within a client or professional services environment
  • Able to lead by example in delivering excellent client service, and instil the same values within the team
  • Flexible and results-oriented approach to meet varying and competing client and business demands
  • An assertive approach to problem solving with strong communication and diplomacy skills to guide, negotiate influence and persuade at all levels
  • Experience of data analysis and interpretation for the generation of reports
  • Knowledge and understanding of LRQA products and processes would be an advantage
  • High level of organisation and time management skills with ability to prioritise.
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