Sr. Operations Manager- Order-to-Cash

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!