Business Operations Manager
5 days ago
Job Description:The Scope of this role includes leading the Business Operations Activities (Financial & Operational Performance Management), Governance & Contract Support, Customer Operations & Support (Invoicing, Collections and L1 Customer Support) and ad-hoc executive briefings. The Business Operations Role works closely with the CEO, CDO, Product Heads, Engineering heads, Sales Head, Services Head, Finance, Customers & Partners to achieve the objectives.
Roles & Responsibilities:Business Performance Management - Reporting, Action planning & execution to meet TVSD goals (Monthly, Weekly, Yearly, Ad-hoc)Weekly Financial & Sales KPI tracking & reporting (Pipeline, TCV, Revenue etc.)Weekly Operational KPI tracking & reporting (Time sheeting & Resource Utilization)Prepare Monthly Business Reports for sharing with Board & Executive ManagementGovernance & Contract Support (Customer/Partner engagement & timely/accurate execution of contracts)Customer Operations (Monthly on-time & accurate invoicing per customer contract, Collections)Lead customer support operations closely working with TVSD product & engineering team & external support partners to meet customer contractual SLAs and continually improve the support to make timely, responsive and efficient - driving a high customer satisfactionResponsible for implementation of business operations process & tools (Sales pipeline tracking, Contract management tools, Time-sheeting etc)Cybersecurity & Data Privacy Compliance of Business Operations Processes & ToolsMaintain an accurate sales pipeline & revenue tracker to enable timely decisions that ensures achievement of sufficient pipeline to achieve the revenue goalClosely work with customers & TVSD finance to ensure on-time payments against invoices, ensuring less than 15% outstanding collections over 90 daysLead development of new contracts & templates to support formalization of customer and partner agreements in compliance with governance & legal adviceSupport drafting of customer and partner contracts (NDAs, new contracts & amendments). Obtain formal approvals & signoffs on them by complying to the governance processProvide advice on business operations, commercial & contractual matters to the product & engineering team
Qualifications, Skills & Experience:Bachelor's degree with at least 7 years’ work experience, with at least 5 years in strategy & operations roles at a SaaS startup or software companyMBA candidate with some background in IT would be preferredDeep understanding of the Software & services business model, financial management & customer support operationsExcellent communication skills, customer facing and internal stakeholders. Ability to communicate with C-level with a high EQ desiredExperienced in handling customer & vendor contractual matters along with lawyers (NDA, customer contracts, vendor contracts, reseller/partners contracts etc.)Attention to details - savvy with numbers and office tools (PowerPoint, Excel etc.)Knowledge of ITIL is desiredTeam player - ability to work with multiple stakeholders spread across different locationsAbility to work independently
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