Role Title: Sr. Operations Manager- Order-to-Cash
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Senior Manager- O2C / Cash Application
- 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 FTE's.
- 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.
If you are passionate about providing top-notch customer service and are eager to grow in the financial services industry, we encourage you to apply!
