Business Operations Manager

1 month ago

Chennai, India TVS Digital Full time

About Us

TVS Digital is a digital technology start-up focused on the Fintech & Automotive industry with platforms and services offerings in the Credit & Collection Services and Automotive & Retail domain. We provide IT Services to accelerate digital transformation by partnering with industry renowned platforms (Microsoft, Salesforce, Oracle, SAP) & help to develop centre of excellence for our customers. TVS Digital’s mission is to build & deliver high quality software solutions & services to help address real life business challenges of global companies in these domains by harnessing the power of Analytics, Artificial Intelligence (AI), Machine Learning (ML). Our strategy is to leverage inorganic and organic means for the initial build out and subsequent expansion and growth. TVS Digital is a part of TVS Holdings and has also currently invested in several early-stage high tech start-ups globally in areas of connected manufacturing, fleet management and credit services.

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 Management
  • Governance & 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 satisfaction
  • Responsible for implementation of business operations process & tools (Sales pipeline tracking, Contract management tools, Time-sheeting etc)
  • Cybersecurity & Data Privacy Compliance of Business Operations Processes & Tools
  • Maintain an accurate sales pipeline & revenue tracker to enable timely decisions that ensures achievement of sufficient pipeline to achieve the revenue goal
  • Closely work with customers & TVSD finance to ensure on-time payments against invoices, ensuring less than 15% outstanding collections over 90 days
  • Lead development of new contracts & templates to support formalization of customer and partner agreements in compliance with governance & legal advice
  • Support drafting of customer and partner contracts (NDAs, new contracts & amendments). Obtain formal approvals & signoffs on them by complying to the governance process
  • Provide 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 company
  • MBA candidate with some background in IT would be preferred
  • Deep understanding of the Software & services business model, financial management & customer support operations
  • Excellent communication skills, customer facing and internal stakeholders. Ability to communicate with C-level with a high EQ desired
  • Experienced 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 desired
  • Team player - ability to work with multiple stakeholders spread across different locations
  • Ability to work independently

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