UB Service Operations Manager

Responsibilities

What will you contribute?

Reporting into the Head of Client Delivery & Implementations, the UB Service Operations Manager role is focused in three key areas critical to the smooth operation of Universal Banking's servicers delivery business - Operations and Reporting, Resource Management, and Contractor Management.

Reporting into the Central PMO, this is an individual contributor role that is a self-starter with solid operations, process improvement and coordination skills who will quickly develop efficient processes and ways of working to run the operational aspects of a dynamic Professional Services business delivering mission critical software to financial institutions.

• Resource planning and forecasting to ensure the right balance of internal and external resources are supplied to meet customer project demand - delivering to the time, quality and cost expectations in line with contractual commitments.

• Establish, govern and own the end-to-end resource management process for UB Services Delivery from bid estimates thru deal closure to assigning resources to customer projects.

• Proactively and reactively assign Consultants and Project Managers to projects in accordance with their capability, experience and availability in close collaboration with Pre-Sales and Sales.

• Monitor Consultant and Project Management utilisation to ensure all Services resources are working to capacity and in line with statement of work.

• Facilitate the BMR process to ensure that all deals with a Services component are approved through the proper governance, and customer commitments are fully understood, documented and tracked.

• Coordinate with Sales Ops, Commercial Finance and Contract Admin to ensure SFDC and PEARL are setup with the correct deal information.

• Act as Universal Banking's Kantana (PSA) super user to ensure all projects are set up correctly and Consultants and Project Managers are inputting the required information to ensure accurate invoicing, timesheets, utilisation, and revenue recognition.

• Partner with Accounts Payable and Accounts Receivable in the Finance function to ensure accurate and timely billing and invoicing.

• Manage the onboarding and offboarding of contractor, partner, and other third-party resources

• Raise Purchase Orders for third-party resources and ensure they are progressed through proper governance channels ensuring accuracy and alignment with SOWs.

• Run weekly, monthly and quarterly reports to track services revenue, utilisation, time-to-revenue, and provide analysis that supports leadership decision making and risk mitigation.

• Collaborate with Professional Services leaders to provide reports focused on financial and resource management data to aid with revenue and costexpectations.

• Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization.

• Bachelor's degree in Engineering, Business, Science or related area
• Experience (certification) in the application of Lean and Six Sigma methodologies