Operations Manager

About NomiSo India:

Our mission is to Empower and Enhance the lives of our customers through simple solutions for their complex business problems.

At NomiSo, we encourage entrepreneurial spirit - to learn, grow and improve. A great workplace thrives on ideas and opportunities. That is a part of our DNA. We’re in pursuit of colleagues who share similar passions, are nimble, and thrive when challenged. We offer a positive, stimulating, and fun environment – with opportunities to grow, a fast-paced approach to innovation, and a place where your views are valued and encouraged.

We invite you to push your boundaries and join us in fulfilling your career aspirations!

What You Can Expect from Us:

We work hard to provide our team with the best opportunities to grow their careers. You can expect to be a pioneer of ideas, a student of innovation, and a leader of thought. Innovation and thought leadership is at the center of everything we do at all levels of the company. Let’s make your career great!

Position Overview:

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Key Responsibilities

Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms

Strategy Planning with Senior Stakeholders

• Collaborate with leaders to provide strategic and operational plans associated with the account
• Plan the strategy for the coming months and quarters based on the forecast pipeline
• Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems

Contract compliance & adherence

• Ensure all SLA parameters are met in the account and identify areas for improvement
• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines and their impact to revenue realization and cost

Delivery governance in the account

• Monitor and review dashboards/ MIS across accounts to track progress and identify potential red flags
• Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
• Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
• Monitor Leakage across the lifecycle and implement improvements to reduce leakages.

Invoicing

• Ensure accurate, timely submission of invoices and compliance in line with client agreements and internal policies.
• Provide information required and resolve any invoicing issues raised by the client
• Monitor and track collections

Budgeting, Expense Tracking and Process Optimization

• Assume responsibility of budgeting and tracking expenses
• Review and refine operational workflows to reduce inefficiencies and enhance productivity.

Reporting

• Conduct variance analysis to explain deviations between forecasted and actual revenue.
• Collect and analyze statistics (costs, customer service metrics etc.)
• Develop dashboards, reports, and KPIs to measure revenue performance and trends.

Ensure outstanding performance against key metrics mentioned in the agreement

Regular cadence around contract compliance

• Evaluate performance with key metrics (accuracy, customer service metrics etc.)
• Set direction for the team, track progress against targets through regular cadence calls and course correct as require
• Drive the focus of the team on quality and adherence to contract compliance processes
• Drive and implement structured cadence around quality, both process and transactional
• Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
• Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

Resource Allocation & Retention

• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
• Optimize manpower and minimize leakages by working closely with delivery head
• Ensure retention by offering relevant trainings and certifications of all allocated resources
• Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects.

Must Have skills:

• Experience: 6–10 years in Revenue Operations, Sales Operations, or Financial Operations, preferably in the IT/Technology sector.
• Strong in Excel or equivalent skills
• Technical Skills: Proficiency in any CRM and analytics tools (Excel Sheet, etc.) including designing reports
• Strong knowledge of revenue / cost recognition policies and compliance requirements.
• Exceptional analytical and problem-solving skills, with attention to detail.
• Proven ability to communicate effectively with cross-functional teams and senior leadership.

Qualification: