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Commercial Operations Manager
1 month ago
Job Title: Commercial Operations Manager
About the Role:We are seeking a highly skilled and experienced Commercial Operations Manager to join our team at Flipkart. This role is responsible for overseeing the commercial operations of our outsourcing partners, ensuring seamless billing, invoicing, and payments processes.
Key Responsibilities:- Develop and implement process improvements to enhance monthly billing workings, partner invoicing, and end-to-end payments.
- Work closely with OSPs and FK Partner Management to streamline system flows and documentation in the FK system.
- Ensure timely provision of monthly accruals to the Finance team, maintaining accuracy on accruals vs actual expenses.
- Closely collaborate with Central Procurement team to close Partner LOIs/Contracts within required timelines.
- Translate learnings from monthly billing into operational planning and contractual terms.
- Collaborate with CX functions to gather cost inputs and translate them into cost estimates for quarterly, semi-annual, and annual operating plans.
- Work closely with WFM team to ensure monthly forecast aligns with AOP forecast and identify deviations for corrective actions.
- Formulate partner-level performance scorecards for MSA Compliance, Occupancy, and Cost Metrics to improve overall process efficiency.
- Prepare business decks for monthly reviews on key cost drivers for CX function – specifically related to partner pay-outs.
- E nsure timely closure of operational-related Reward & Penalty pay-outs for FK partners in line with Master Service Agreement.
- Participate in weekly partner calls to identify gaps in delivery metrics, manpower capacity, and billing validations, ensuring no impact on customer experience.
- Ensure OSP governance w.r.t MSA/LOI for smooth business functioning and statutory compliance.Requirements:
- 7-9 years of experience after graduation (or) 6-7 years of experience after post-graduation in management (MBA or PGDM).
- Experience and proficiency in working with outsourced partners in commercials, billing, and invoicing.
- Excellent understanding of contact center operational metrics, commercial models, process flows in invoicing partners, desirable.
- Excellent relationship management, analytical, and communication skills.
- Excellent written and verbal communication skills.
- Proficient in MS Office, specifically working in spreadsheets.
Salary Range: ₹60,00,000 - ₹80,00,000 per annum
