Commercial Operations Manager
1 week ago
Commercial Operations Manager - Commercial
About the Role
This role will be responsible for working closely with OSPs and FK Partner Management to develop the process of monthly billing workings, partner invoicing, payments end-to-end.
Key Responsibilities
- To work closely with OSPs and FK Partner Management and develop the process of monthly billing workings, partner invoicing, payments end-to-end.
- Work on required documentation/system flows in the FK system for processing the payouts.
- Ensure monthly accruals on billing are provided to the finance team as per timelines; ensure accuracy on the accruals vs actual expenses for the month.
- Closely work with the central procurement team for closing partner LOIs/contracts with required timelines.
- Understand the learnings from the monthly billing and translate the learnings into operational planning and contractual terms and conditions.
- Collaborate with various functions of CX in gathering necessary cost inputs & translate these inputs into cost estimates for quarterly/semi-annual operating plan & ongoing refresher plans.
- Closely work with the WFM team in ensuring the monthly forecast is in line with AOP forecast & understand the deviation in forecast & suggest corrective actions.
- Formulation of partner levels performance scorecards w.r.t MSA Compliance, occupancy & cost metrics etc. thereby improve the overall process efficiency.
- Preparation of business decks for monthly reviews on the key cost drivers for CX function – specifically w.r.t partner related pay outs.
- Ensure timely closure of operational related reward & penalty pay-outs for FK partners in line with the master service agreement.
- Participate in weekly partner calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.
- Ensure OSP governance w.r.t MSA/LOI for the smooth functioning of business & statutory compliance.
Requirements
- 7-9 years of experience after graduation (or) 6-7 years of experience after post-graduation in management (MBA or PGDM)
- Should have experience and proficiency in working with outsourced partners in the areas – commercials, billing, invoicing.
- Excellent understanding of contact center operational metrics, commercial models, process flows in invoicing partners, would be desirable.
- Should have excellent relationship management, analytical and communication skills.
- Excellent written & verbal communication skills.
- Proficient in MS Office specifically working in spreadsheets.
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