Manager-WFM- Commercial

You are Responsible for

To work closely with OSPs and Fk Partner Management and develop the process of Monthly Billing workings, Partner invoicing, Payments end to-end.

Work on required documentation/ system flows in the Fk system for processing the payouts.

Ensure Monthly accruals on Billing are provided to Finance team as per timelines ; ensure accuracy on the accruals vs actual expenses for the month

Closely with Central Procurement team for closing Partner LOIs/ Contracts with required timelines

Understand the learnings from the Monthly Billing and translate the learnings into Operational planning and Contractual terms and conditions.

Collaborate with various functions of CX in gathering necessary cost inputs & translate these inputs into cost estimates for Qtrly/Semi/Annual Operating Plan & On-going Refresher plans.

Closely work with WFM team in ensuring the monthly forecast is in line with AOP forecast & understand the deviation in forecast & suggest corrective actions.

Formulation of partner levels performance scorecards w.r.t MSA Compliance, Occupancy & Cost Metrics etc. thereby improve the overall process efficiency.

Preparation of business decks for monthly reviews on the key cost drivers for CX function â specifically w.r.t partner related pay outs.

Ensure timely closure of operational related Reward & Penalty pay-outs for FK partners in line with the Master Service Agreement.

Participate in weekly partner calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.

Ensure OSP governance w.r.t MSA/LOI for the smooth functioning of business & statutory compliance.

To succeed in this role â you should have the following:

7-9 years of experience after Graduation (or) 6-7 years of experience after Post-Graduation in Management (MBA or PGDM).

Should have experience and proficiency in working with Outsourced partners in the areas â Commercials, Billing, Invoicing.

Excellent understanding of Contact center Operational metrics, Commercial models, process flows in invoicing partners, would be desirable.

Should have excellent relationship management, analytical and communication skills.

Excellent written & verbal communication skills.

Proficient in MS Office specifically working in spreadsheets.

Full time