Team Lead, Order Management (Philippines Remote)

Order Management sits within the Order to Cash (OTC) function in Finance and is responsible for converting executed commercial agreements into accurate, compliant and billable system orders.

The Team Lead, Order Management provides operational leadership for the Philippines-based delivery team, ensuring disciplined execution, high-quality order processing and adherence to financial controls. The role leads the day-to-day operation, creating a high-performing team culture while ensuring service levels, quality standards and business priorities are consistently achieved.

Purpose of the Role

The Team Lead is responsible for leading the daily operation of the Philippines-based Order Management team.

Working in partnership with the Manager, Order Management, the Team Lead provides visible leadership to the operation, ensuring workloads are effectively managed, service levels are achieved, team members are developed and operational risks are proactively addressed.

The role is empowered to make day-to-day operational decisions, act as the first point of escalation for operational matters and lead the team through changing business priorities while maintaining high standards of quality, compliance and customer service.

The Team Lead plays a key role in developing team capability, embedding continuous improvement and fostering an inclusive, accountable and collaborative team culture aligned with Turnitin's values.

Customers of the Role

Internal Customers

• Sales (GTM)
• Sales Operations / Revenue Operations
• Billing
• Revenue / Revenue Accounting
• Collections
• Finance Systems
• Product
• FP&A
• Legal

External Impact
Although not directly customer-facing, the role has a significant impact on customer experience through accurate order execution, timely processing, reduced billing issues and efficient service activation. 

Cross-Functional Working Relationships

This role works closely with:

• Billing – to ensure clean order-to-invoice conversion
• Revenue Team – to support compliant revenue recognition inputs
• Sales Operations / Revenue Operations – to improve upstream deal hygiene
• Finance Systems – to support workflow and system optimisation
• GTM leadership (as required) – for resolution of operational matters

The Team Lead builds strong operational relationships across these functions to ensure effective execution while escalating broader functional or strategic matters through the Manager. 

Alignment to OKRs

This role supports the Finance objective of improving operating leverage, strengthening cash generation and delivering an efficient, scalable Order to Cash function.

The Team Lead contributes by:

• Delivering consistent SLA performance.
• Improving order quality and right-first-time processing.
• Reducing downstream billing errors and rework.
• Supporting efficient revenue conversion.
• Developing a high-performing operational team.
• Embedding continuous improvement and operational excellence..

Responsibilities: Operational Leadership & Delivery

• Lead the day-to-day operation of the Philippines-based Order Management team.
• Allocate and balance workloads to achieve SLAs and operational priorities.
• Monitor queue health and operational performance throughout the day.
• Ensure timely and accurate processing of sales orders, amendments, renewals and partner transactions.
• Support month-end and quarter-end operational readiness.
• Act as the first point of escalation for operational issues.

Performance Management

• Drive team performance through KPIs, SLAs, quality measures and productivity metrics.
• Monitor operational trends and implement corrective actions where required.
• Maintain a strong focus on accuracy, quality and customer outcomes.
• Provide regular operational updates and performance insights to the Manager.
• Identify risks and recommend actions to improve operational performance.

Control & Risk Management

• Reinforce adherence to Order Management policies, procedures and financial controls.
• Monitor accuracy, rework and exception trends.
• Ensure compliance with revenue recognition and contractual requirements at order intake.
• Maintain Standard Operating Procedures and support audit readiness.
• Escalate operational risks appropriately.

Continuous Improvement

• Identify opportunities to improve operational efficiency and service delivery.
• Support implementation of process improvements and automation initiatives.
• Encourage innovation and best practice sharing across the team.
• Promote root-cause analysis to eliminate recurring operational issues.

Commercial Partnership

• Work collaboratively with Sales, Sales Operations and Revenue Operations to resolve order-related queries.
• Provide structured feedback on upstream deal hygiene and data quality issues.
• Support operational readiness for new commercial initiatives and product changes.
• Reinforce disciplined execution aligned to commercial guardrails.

People Leadership

• Lead, coach and develop a high-performing and engaged team.
• Conduct regular 1:1s, coaching sessions and performance reviews.
• Foster a culture of accountability, ownership, collaboration and continuous learning.
• Support recruitment, onboarding and capability development.
• Recognise and develop talent while addressing performance concerns constructively.
• Build an inclusive team environment aligned with Turnitin's values.

Stakeholder Partnership

• Build effective operational relationships with Sales, Sales Operations, Revenue, Billing, Product and Finance Systems.
• Resolve operational queries professionally and collaboratively.
• Provide feedback on recurring operational issues impacting service delivery.
• Escalate broader functional issues to the Manager where appropriate.

Development Goal

• Develop broader leadership capability across global operations, stakeholder management and operational excellence while preparing for future progression into broader management responsibilities.