GEP - Senior Manager

Job Summary:

The Specialist will Manage and own operation performance SLA, quality, compliance and utilization support and maintain the day-to-day activities. Identifies and implements continuous improvement project to reduce cycle time and increase efficiency.

Key Responsibilities:

- Manages cross functional PO operational team (15-20 team members).

- Responsible for SLA targets for the processes/client

- identifies and implements process improvement process

- Develop objectives and plans for team associates and track performance to annual goals

- Maintains thorough documentation of all processes and organizes information to be compliant during Audits

- Works in conjunction with the program manager to market services to the client

- Manages team attrition and motivates the team to exceed SLAs

- Identified as an expert across the entire Purchase-to-Pay process

- Support/Lead transition for new client engagements (S2P)

- Monitor, review and present operational reports to clients.

- Develop and implement plans for client issue resolution.

- Support on company firm building

- Ensure all organizational activities are completed on time by the team (HR activities, billing, training targets)

- Responsible for succession planning and cross-training of team members

- Responsible for BCP and DR plan for the project/process