Manger - QA - Revops

Position:Manager

Openings: 1

Experience: 12+ years, with 3+ years in a people-management role
Qualification: UG / PG from a reputed Institution;Hands on Analytics / spreadsheet knowledge (Google suite)

Location: Chennai

Employment Type: Full-time,

Overlapping Shift 1: 3 PM - 12 AM IST (Hybrid)

Overlapping Shift 2: 6 PM - 3 AM IST (Hybrid)

This position is responsible for completing complex research on client utility accounts; is responsible for resolving bill payment edits and data, calculating and tracking billing discrepancies, in addition to working closely with other team members,utility providers, and some direct client communication. Using multiple systems, the role resolves pre-identified errors and sends consolidated bills to payment

1. Key Responsibilities

• Lead and manage a high-volume Data Operations team, including Team Leads and Data Analysts, ensuring effective workload distribution and operational coverage.
• Own day-to-day operations and ensure delivery against quality, productivity, SLA, and turnaround-time targets.
• Oversee the research, analysis, validation, reconciliation, and resolution of complex data and transaction-related issues.
• Review escalated and high-impact cases, provide guidance on resolution, and ensure timely closure.
• Monitor operational performance, identify trends and gaps, and take corrective actions to improve overall team performance.
• Ensure adherence to defined processes, quality standards, controls, and compliance requirements.
• Drive root-cause analysis for recurring issues and implement preventive and corrective actions.
• Work closely with internal teams, utility providers, and clients to resolve complex issues, clarify requirements, and manage escalations.
• Provide regular operational updates, performance insights, risks, and improvement opportunities to senior stakeholders.
• Identify opportunities to improve processes, reduce errors, increase efficiency, and enhance turnaround times.
• Drive continuous improvement and automation initiatives in collaboration with cross-functional and technical teams.
• Establish effective quality and governance mechanisms to maintain consistency and accuracy across the process.
• Manage team performance through regular coaching, feedback, goal setting, and development plans.
• Identify training and skill gaps and ensure appropriate knowledge-building initiatives are implemented.
• Prepare and review operational reports, dashboards, and metrics related to productivity, quality, backlog, SLA, and issue resolution.
• Ensure effective documentation, knowledge management, and communication across the team.
• Proactively identify operational risks, dependencies, and bottlenecks and drive appropriate mitigation plans.

2. Our Ideal Candidate Profile

We are looking for an experienced and analytical operations leader who can effectively manage people, processes, and stakeholder expectations in a fast-paced environment.

The ideal candidate should have:

• 12+ years of relevant experience in data operations, data quality, analytics, billing/finance operations, or a similar domain.
• Proven experience managing teams in a high-volume, process-driven environment.
• Strong people-management and team-development skills, with experience coaching and mentoring team members.
• Strong analytical and problem-solving capabilities, with the ability to investigate complex issues and identify root causes.
• Excellent stakeholder and client-management skills, with the ability to handle escalations and communicate effectively with different audiences.
• Strong understanding of SLA, KPI, quality, productivity, and performance management.
• Ability to analyze operational data and convert insights into actionable improvements.
• Strong decision-making skills and the ability to manage competing priorities effectively.
• Excellent verbal and written communication skills.
• Strong working knowledge of Microsoft Excel and operational reporting.
• Experience working with multiple systems, data sources, and cross-functional teams.
• A strong continuous-improvement mindset, with the ability to identify opportunities for process optimization and automation.
• Strong ownership, accountability, attention to detail, and customer focus.
• Ability to work effectively in a dynamic environment and adapt to changing business requirements.
• Experience with process improvement, automation, vendor management, or global stakeholder management would be an added advantage.