Business Operations Supervisor

The Client Management Services organization supports our NTT DATA Account Leaders in Contract Management, Account Governance and Business Process Compliance activities to enable timely order-to-cash process and effective coordination between Sales, Forecasting, ERP and Resourcing actions. The primary objective of this group is enabling Client Managers to focus on account growth by supporting account operations/administrative activities, improving processes/data/ compliance/awareness within or across accounts, providing proactive insights and supporting actions related to org-wide initiatives. The AO Organization Business Support Team is responsible for overall contract setup and management support, account operations tracking, process compliance activities and client onboarding activities. The AO Operations Supervisor supports key processes for a portfolio of accounts reporting to the Operations Manager/Sr. Manager

Job Responsibilities: The incumbent may be required to perform all or a combination of the following essential functions as determined by business necessity

• Resource who has strong process/business knowledge and experience with E2E of Order-to-Cash processes and functional knowledge of each of the sub-streams of Order to Cash.
• As part of daily production activities: -
• Understanding and setting up newly received contracts/projects in the system (SAP, Peoplesoft etc.) and performing their maintenance activities as and when required. This requires accurately understanding and interpreting supporting documents.
• Co-ordinate with all O2C sub streams to ensure accurate and timely invoicing to the customer
• Constant reduction of unbilled items
• Delivering upon the SLAs and KPIs of the team from production standpoint.
• Getting on calls, discussions and meetings with Delivery managers, Project Managers, Vertical CFOs, Financial analysts and other key stake holders to maintain smooth communication of operational activities on a daily basis.
• Responsible for account operations tracking, process compliance activities and repeatable administrative actions with minimal coordination or ambiguity related to the process areas
• Someone with analytical bent of mind who can work on providing continuous improvement ideas and has a considerable knowledge of revenue recognition methods from an accounting standpoint.
• Works with leadership team to provide feedback, identifying training needs and perform root cause analysis for iterations/escalations
• Works closely with different teams like resource mgmt., revenue, finance to ensure smooth month, quarter & year end closing process

Technical Skills

• Proficient with MS office suite (MS Excel, MS outlook etc)
• Ability to use systems effectively for Projects/Time/Resource management and other functions
• Experience / Exposure on with SAP and Saleforce.com will be an added advantage 

Functional Skills

• 10+ plus years of experience in at least one of the process areas Project/Time, Contracts/Invoicing/AR is preferred, Order management and master data management will be preferred
• Resource who has strong process/Business knowledge and experience with Order-to-Cash process
• Conducting UAT and securing Sign Offs for new requirements under supervision of Technical team/Lead
• 1+ years of Operations or Back-office Support Services experience is preferred
• Strong communication (verbal and written) & analytical skills and the ability to understand complex business problems and propose solutions.

Management Skills

• Self-managed individual who can effectively organize and manage activities, drive attention to detail, ensure quality of deliverables and optimize results
• Flexible to business requirements
• Coordinate with internal resources and stakeholders for the flawless execution of work
• Effectively communicating your insights and plans to cross-functional team members and management
• Monitoring deliverables and ensuring timely completion of change requests/requirements
• Maintaining SLAs and resolving issues within SLA

Core Competencies

• Effective People Management skills with experience of independent team handling for at least 1-3 years.

• Drive strong performance management within the team for achieving team targets, maintaining optimum production standards and driving efficiency within the team

• Using Leadership skills and change management for advocacy of organisational objectives

• Strong business acumen with ability to drive zero surprise operations and un-interrupted production.

• Using innovation and initiative as tools for driving process improvements .

• Driving a strong channel of communication for effective stakeholder management.