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Associate Manager, Services Operations

General Information

Ref #:

20220024306

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Noida - India - India

Description & Qualifications

Description

We are seeking talented professionals interested in being part of our dynamic, fast-paced environment and are eager to develop their career and make a difference for UKG. Look at the responsibilities and qualifications below to learn more!
Responsibilities include but not limited to:
The Associate Manger will lead a team of Service Operations Specialists/Administrators who are working with Global Delivery Services organization (GDS) Verticals / Teams, driving operational excellence, and ensuring our Services organization meets their financial and business objectives. They will focus on building capabilities, increasing impact, and helping these professionals to balance the competing priorities of various stakeholders. As a people leader, you will attract, hire, coach, and manage the performances and career growth of your team members.
The individual is expected to drive a highly collaborative environment by understanding the business as a whole and providing technical as well as operational guidance to meet Project operations deliverables in a timely and efficient manner. This individual will also be responsible for creating and sustaining a culture of highly engaged employees through the facilitation of development, continued learning, clear directions and expectations, and continuous process improvement.
Partnering with Sales Operations, Order Management, Finance, and Business Dev team to ensure project success via timely and accurate project setup for complex sales opportunities. covering the end-to-end process - booking for services products in PSA tool which includes project setups, contract management/modification/administration, etc, Customer master data management, billing and invoicing, service contract management, Customer credit query/dispute resolution, Project closures, Change order management, project time entries/timesheet reviews, etc.

• Participate in internal/external operational planning and various committees on behalf of Project Operations. Contribute to the preparation of the Project Manager’s project budget review meetings; drive communications to other cross-functional teams and project stakeholders, assist with maintaining and monitoring budget requirements. Providing financial and operational reporting as required
• Oversee Creation, management, and retention of project setups, change orders, invoicing, handle Month end/Quarter end and year-end activities by ensuring compliance with corporate standards and internal company processes and systems are in place.
• Expert with a PSA tool and web-based applications; provide first-line PM process execution support. Meet / Exceed the SLA and quality standards in the operations
• Works in conjunction with senior leadership and utilizes financial data to drive performance improvements. Responds to senior leadership’s requests and disputes, processing authorized time adjustments within our Business Operation guidelines and timelines.
• Researches and resolves complex and/or escalated account-related issues. Evaluate individual and organizational performance to ensure training is meeting business needs and improving performance. Provides support tasks, including efficient, accurate project setups & fulfillment of an assigned account base and acts as a liaison between the customer and internal departments
• Proactively reviews project data and develop and communicates meaningful insights on trends, forecasts, opportunities for improvement, and areas of concern; provides suggestions for improvement.

Secondary Responsibilities:
• Participate in team meetings and provide input, be flexible to support different TZ when/where required
• Exhibiting cross-functional collaboration with Resource Deployment, Credit & Collections, Accounts receivable, Order Management, Finance, Technology & Information, and Field Enablement.
• Willingness to create processes as per new tools and comfortable with ambiguity, take risks propose process improvements, and influence change.
• Availability for limited travel as requested.

Qualifications

Qualifications:
• Bachelor’s/Master’s degree with 12 + years of industry experience, and 2 years of a leadership role within a global service organization, ideally within a Consulting or Technology company. Workforce management industry experience preferred.
• Demonstrated experience in managing direct reports (2-4 direct reports) including technical leadership, mentoring team members, and being responsible for team deliverables.
• Strong analytical skills with a track record of driving change and process improvements. Willingness and expertise to collaborate with cross-departmental leaders to ensure operational strategies are implemented.
• Demonstrated leadership skills with the ability to work as part of a project team. A thoughtful leader who has a passion for people development
• Well-organized and detail-oriented, with excellent follow-up skills; ability to meet/prioritize high-pressure delivery deadlines, ability to work well in a quickly changing work environment focusing on customers.
• Understanding of key operational metrics and how these metrics impact financial performance, customer delivery, and employee engagement.
• Experience utilizing PSA tools, Web and CRM applications example, Financial force, Service Now, Salesforce, OpenAir etc; Proficiency in Microsoft Office (SharePoint, Word, Excel, and PowerPoint)
• Excellent communication skills and highly collaborative working style. Comfortable working with all levels of the organization.
• Demonstrate UKG Values and Behaviors.

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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