Contract Processing Admin - Team Lead

eClerx (Muntinlupa, Philippines) Follow 20 hours ago

he Contract Processing Admin – Team Lead is responsible for overseeing end-to-end contract processing operations within a BPO environment. The role ensures accurate, timely, and compliant execution of contract administration activities while leading a team handling high-volume transactional work. This position requires strong operational leadership, deep experience in back-office processes, and expertise in ERP/CRM systems.

Key Responsibilities:

Team Leadership & Operations Management

· Lead and manage a team handling contract processing and related back-office operations

· Ensure achievement of operational KPIs, including Accuracy, Turnaround Time (TAT), SLA adherence, Productivity, and Quality

· Conduct workload planning, performance monitoring, coaching, and mentoring of team members

· Drive continuous process improvements and operational efficiency initiatives

· Manage team schedule and team capacity, workload allocation, and resource planning to support business requirements.

Contract & Transaction Processing

· Oversee end-to-end contract administration, order processing, billing support, or O2C activities

· Ensure accurate data entry, validation, and processing of contractual documents

· Manage escalations and resolve complex processing issues in a timely manner

· Ensure adherence to established processing guidelines, controls, and customer requirements.

Stakeholder Management

· Collaborate with internal stakeholders such as Finance, Sales, Operations, and Compliance teams

· Support cross-functional initiatives to improve process alignment and service delivery

Systems & Tools Management

· Utilize ERP/CRM systems (e.g., SAP, Oracle, Salesforce) for transaction processing and reporting

· Ensure data integrity and system compliance across all contract-related activities

Reporting & Compliance

· Prepare and analyze operational reports and performance dashboards

· Ensure adherence to internal controls, audit requirements, and company policies

Leadership & People Management

Demonstrates accountability, ownership, and sound decision-making.
Inspires, motivates, and develops team members to achieve business goals.
Builds a culture of collaboration, trust, and continuous improvement.

Customer & Business Focus

Maintains a strong commitment to service excellence and customer satisfaction.
Understands business priorities and aligns team efforts to organizational goals.
Responds proactively to operational challenges and stakeholder needs.

Analytical & Problem Solving

Uses data and insights to drive decisions and performance improvements.
Identifies root causes and implements sustainable solutions.
Exercises sound judgment in managing risks and escalations.

Operational Excellence

Maintains high standards of quality, accuracy, and compliance.
Continuously seeks opportunities to improve processes and efficiencies.
Demonstrates discipline in executing operational controls and governance.

Communication & Collaboration

Communicates clearly, professionally, and effectively across all levels.
Builds productive relationships with stakeholders and clients.
Facilitates constructive discussions and drives alignment toward shared objectives.

Qualifications & Experience

· 7–10 years of total experience in BPO/shared services environments

· 3–5 years of experience in Operations or Process Management roles

· Strong background in back-office or transactional operations (non-voice preferred)

· Experience in contract processing, order management, billing, or Order-to-Cash (O2C) operations

· Billing operations experience may be considered a strong substitute for contract processing experience

· Hands-on experience using ERP/CRM platforms such as SAP, Oracle, or Salesforce

· Demonstrated experience managing KPI and SLA driven operations.

Key Skills & Competencies

· Strong leadership and team management capabilities

· Analytical mindset with attention to detail and accuracy

· Process improvement and problem-solving skills