Operations Manager

• Create drafts for billing for T&M & FP projects billing leads for review
• Creating Pre-bill invoices for clients as requested
• Completing the reconciliation of the actuals Vs the pre-bill on a monthly basis
• To rectify & adjust the billable time in the projects
• Create & update the details for the Project maintenance
• Maintain up-to date data on the Forecast of the resources engaged in the Project
• Adhere the timelines/ SLA built for the Process
• Co-ordinate with Billing leads/ Account team/ Business managers to complete monthly billing
• Contribute to the Process Improvement / Simplification / Automation
• Applying cash receipts, Reconciliations, Month close activities
• Following up with clients for payments
• Need to work along with client team of a specific region.
• Need to communicate to the client on a regular basis through e-mail and telephone.
• Weekly/daily calls on a regular basis
• Flexible to work in any shift & open to putting in extra hours when required
• Advance Excel Knowledge would be added advantage like using Formulas Vlookup, Pivot table, charts, index,etc
• ERP experience will be an added advantage
• Prior experience in Accounts Receivable 9-12 yrs
• Good communication skills both written & oral, as this is client facing role

Bachelor / Masters Degree in relevant field with 9 - 12 years of experience

Lead and manage the CX design team, providing strategic direction, mentorship, and support to drive exceptional customer experiences.
Develop and implement a comprehensive customer experience strategy that aligns with organizational goals and enhances user satisfaction across all touchpoints.
Oversee the creation and optimization of customer journey maps, personas, and experience frameworks to guide design and business decisions.
Collaborate with senior leadership, product managers, UX/UI designers, and marketing teams to align CX initiatives with broader business objectives.
Conduct advanced user research and analysis to gather insights into customer needs, behaviors, and pain points, translating these insights into actionable design improvements.
Lead the design and execution of A/B testing, usability studies, and other experiments to validate design decisions and measure their impact on customer experience.
Develop and manage key performance indicators (KPIs) for customer experience, regularly reporting on progress and recommending improvements based on data and feedback.
Ensure that all customer experience designs meet industry standards for accessibility, usability, and best practices.
Foster a culture of innovation and continuous improvement within the CX design team, encouraging creative problem-solving and collaboration.
Stay abreast of industry trends, emerging technologies, and best practices in customer experience design to ensure that our approach remains cutting-edge and effective.