System Operations Manager

• Effectively communicate complex information to employees, stakeholders, clients, and executives.
• Develop the workforce and serve as a role model through cross-training and mentorship programs to minimize operational risks and create efficiencies for operational automation.
• Implement, document, and maintain standards, guidelines, and governance best practices for efficient system and process oversight.
• Ensure correct prioritization of tickets to ensure KPI compliance. 
• Streamline processes to enhance responsiveness and client focus.
• Manage and monitor the business rules to ensure compliance to the client’s requirements
• Manage and monitor the contractual and internal KPIs to ensure compliance to the technical requirements and identify trends to address/resolve any degradation
• Manage the review, testing, communication, and post deployment verification of proposed changes and change orders to the system and participate in Change Advisory Board (CAB) as needed as key stakeholder.
• Prepare and analyze monthly operations reports and ensure on-time delivery of reporting tasks to end users.
• Ensure quality of the BOS operations through monitoring and analysis, aiming to maximize accuracy and efficiency while ensuring continuity of the entire transaction value chain. 
• Conduct and prepare internal project related BOS Operations program reviews on a weekly and monthly basis and set up regular program status reports (priority tickets) , resolution times, KPI evaluation, system performance alerts, operational evaluations, trending, labor hours, change orders, IVR tickets, etc.).
• Conduct and prepare internal project related operational trend reports that include facts such as number and volumes of transactions, payments, accounts, notices, etc.
• Analyze, evaluate, develop, and maintain meaningful operational measurements in the form of metrics and use to proactively implement continuous service improvement and prevention measures for all functions of the project and Back Office (BOS).
• Develop, manage, and maintain processes, procedures, and workflow to maximize efficiency and improve operational productivity.
• Coordinate with all Project teams (CSC, TOC, Finance, IT, Processing, Admin) to ensure smooth BOS operations are in line with approved procedures.
• Document, manage, communicate, and maintain Root Cause Analysis (RCA) process for Major Incidents
• Serve as front line support for telephony (IVR) services and escalate as needed to ensure successful operation and use of the system. 
• Perform other assigned duties.

• Advanced Excel, Word, Power BI, SharePoint, Outlook, Teams, and Power Point skills required
• Proficiency in SQL for data analysis
• Proficiency with ITSM platforms
• Proficiency with IT monitoring platforms

• History of developing innovative and creative problem-solving approaches to improving various aspects of maintenance performance including technical, personnel, and business
• Strong analytical skills
• Strong technical research skills
• Strong written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to work independently and under strict deadlines
• Ability to maintain confidentiality and discretion properly
• Ability to troubleshoot issues and resolve problems using conventional methods and unconventional methods
• Being flexible by attempting alternate solutions to resolve issues, and seamlessly adjusting to a dynamic, changing environment.
• Ability to communicate clearly and concisely; listen attentively and integrate large volumes of information from multiple sources
• Ability to multi-task and effectively manage priorities on a daily basis
• Ability to communicate and effectively translate information to third party end users. 
• Strong judgment and problem-solving skills
• Ability to think and plan for the long-term strategy

• Bachelor of Business, Science, Engineering, or Technology Management degree preferred.
• Tolling Operations experience is a plus
• ITIL or AGILE certification preferred
• A minimum of three (3) years of experience as a manager is required

Last updated on Feb 28, 2025