The AO Operations Manager manages support for a large portfolio of accounts with operations members supporting various processes while also performing complex operational/governance/administration support activities themselves
Job Responsibilities:
Act as a key contact for account leaders and especially offshore Account team as the offshore lead of multiple support unit for a large group of accounts or a sub-vertical
Responsible for managing a team of 20-30 Operations Support Analysts/Sr Analyst who will perform account operations tracking, process compliance activities and repeatable administrative actions with minimal coordination or ambiguity
Responsible for supporting overall Account Governance working with the stakeholders
Responsible for conducting process trainings/discussions to resolve compliance root causes.
Works with cross functional team to continuously help solve systemic issues at account in above areas and improve process, data and productivity
Manages change at offshore within the account teams and delivery leadership. Works closely with the finance and resource management support organizations to ensure alignment and coordination of cross functional processes that impact the accounts
Technical Skills
Proficient in using MS Excel and other BI Dashboards for proactive analytics
Ability to use systems effectively for Projects/Time/Resource management and other functions
Functional Skills
Experience in processes involved in order-to-cash and resourcing will be a plus
Familiarity with Account KPIs as well as key drivers impacting performance
Operations or Back-office Support Services background a plus
Management Skills
Ability to manage a team of Business Support Analysts/Sr. Analyst and key initiatives
Ability to communicate effectively with senior leaders at account/SBU and act as a key influencer with the stakeholders.
Effective problem-solving skills
Work effectively with onshore partner and account leadership to coordinate activities and prioritize actions.
Self-managed individual who can effectively identify problems, determine solutions, prioritize workload, seek guidance where necessary and ultimately optimize results
