Position Overview:
We are looking for a Manager, Operations to oversee a diverse set of operational functions, including financial reporting, software & asset management, and the management of the Ops ticketing system. This role requires an individual with a strong operational mindset, excellent reporting and analysis skills, and the ability to manage and lead a team to achieve service level agreements (SLAs). The Team Lead will also be responsible for generating key insights, overseeing various operational processes, and ensuring that all ticketing, software, and asset management functions are executed with precision.
Key Responsibilities:
Delivery Financials Management
Manage and report financial metrics (Revenue, Cost, Margin) at the company, team, and business unit levels.
Produce detailed financial reports to track performance and identify trends, ensuring all financial data aligns with organizational goals.
Collaborate with Finance teams to ensure accuracy and consistency in financial reporting.
2. Revenue Management
Oversee the invoicing process, ensuring timely and accurate billing and revenue tracking.
Track and manage invoices through the system to ensure they meet targets and deadlines.
Generate invoice reports comparing target versus actual revenue at the account level.
3. Invoice Tracking & Dispatching
Monitor and track the progress of invoices, ensuring they are dispatched promptly to clients and internal teams.
Ensure the smooth flow of invoices through the system, from creation to dispatch and payment collection.
4. Invoice Portal Management
Manage and maintain the company's invoice portal, ensuring it is updated with accurate and timely information.
Troubleshoot issues with the invoice portal and provide user support to both internal teams and clients.
5. Accounts Receivable (AR) Management
Track accounts receivable and collaborate with finance teams to manage aging reports.
Follow up on overdue invoices, ensuring timely resolution and minimizing outstanding balances.
6. Report Ownership & Insights
Own and manage the creation, distribution, and analysis of key operational and financial reports.
Provide actionable insights from these reports to support business decision-making and process improvements.
Ensure that reports are delivered on time and meet the quality standards expected by senior management.
7. Software & Asset Management
Oversee the management of company software, tools, and IT assets, ensuring they are properly tracked, maintained, and updated.
Work with IT teams to ensure the software inventory is accurate and compliant with licensing agreements.
Manage software renewals, upgrades, and troubleshooting issues related to company systems.
8. Ops Ticketing System Management
Oversee the Ops ticketing system, ensuring all operational requests and incidents are logged, tracked, and resolved in a timely manner.
Manage and prioritize ticket resolution based on severity and SLA requirements, ensuring team members meet or exceed SLA targets.
Analyze trends in ticket data to identify recurring issues and drive process improvements to reduce ticket volume and improve resolution times.
9. Team Leadership & Support
Lead, mentor, and develop a team of operations professionals, fostering a high-performance culture.
Ensure the team delivers high-quality work in line with company objectives and performance standards.
Provide regular coaching, feedback, and development opportunities for team members.
10. Continuous Process Improvement
Identify opportunities for process improvements across all operational areas, including reporting, invoicing, ticketing, and software management.
Implement new workflows, tools, or systems to optimize team productivity and efficiency.
Work cross-functionally with other departments, such as IT and Finance, to improve operational processes.
Qualifications:
Bachelor’s degree in Business, Finance, Operations Management, or a related field.
Experience: Minimum of 5 years in an operations management role, with at least 2 years in a leadership capacity.
Skills:
Strong understanding of financial management, including revenue tracking, invoicing, and accounts receivable.
Proficient in financial software and tools (e.g., MS Excel, ERP systems, invoicing portals).
Experience with managing software and IT asset inventories.
Strong knowledge of ticketing systems and SLA management (e.g., ServiceNow, Jira, Freshservice).
Excellent report creation, analysis, and presentation skills.
Ability to lead a team, prioritize tasks, and meet tight deadlines.
Strong communication and problem-solving skills.
Preferred Skills :
Experience with financial reporting tools and business intelligence platforms.
Knowledge of software lifecycle management and IT asset tracking systems.
Experience in working with cross-functional teams and external vendors.
Advanced Excel skills (pivot tables, VLOOKUP, macros) or experience with BI tools (Power BI, Tableau).
Experience with ERP systems (e.g., SAP, Oracle) or procurement software (e.g., Ariba, Coupa).
Working Conditions:
