Senior Operations Manager – Order to Cash - Pasig - ECLARO

    ECLARO
    ECLARO Pasig

    6 araw ang nakalipas

    Paglalarawan
    • Must have at least 3 years Senior Operations Manager experience handling Order to Cash (O2C), Cash Application, Collections Account/s.
    • Must have managed/responsible for at least 100 FTEs.
    • Must be willing to work on-site in Giga Tower, Bridgetowne Pasig and able to work on shifting schedules.
    • Strong analytical, problem solving and general troubleshooting skills
    • Ability to communicate technical issues in non-technical terms
    • Able provide customer and technical support to customers through inbound phone, chat and email requests

    Essential Functions/Core Responsibilities

    • Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention.
    • Ensures program has proficient training, staff development, and effective employee relation/recognition programs.
    • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
    • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
    • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
    • Ensure that the operations are in compliance with active contracts.
    • Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction.
    • Partnering with Business Development to leverage and expand new business from client(s).
    • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support.
    • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
    • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
    • Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends.
    • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities.
    • Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e.
    • Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.
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