Operations Lead

 

 

Location: Bucharest, hybrid
Contract: full time / indefinite
Language: English
  
Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.  
With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation. 
If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us! 

 

 

Meet the Team: 
Managed Automation delivers distinctive services to our clients through a combination of intelligent automation software and our highly skilled staff. We operate and monitor a select set of technical responsibilities to improve operations, accelerate returns on technology investments, and allow customers to focus on their core business.  

 

About the role: 

Your Day to Day: 
•    Lead and manage the day-to-day activities of the team primarily located in Bucharest, ensuring smooth operations and optimal performance.
•    Supervise all customer tickets and coordinate the workload across the global team, fostering collaboration and efficient resolution of issues.
•    Collaborate closely with teams in the US and India to identify and address global issues, develop standardized resolution routines, customer response templates, and comprehensive documentation.
•    Analyze SLA breaches and proactively implement measures for continuous improvement, driving enhanced service levels and customer satisfaction.
•    Utilize data visualization techniques to assess service levels, resource requirements, identify bottlenecks, and pinpoint inefficiencies, guiding strategic decision-making and process improvements.
•    Oversee the development, maintenance, and execution of Standard Operating Procedures (SOPs) and monitoring rules reviews, ensuring adherence to established protocols and quality standards.
•    Act as the escalation point for the team, providing support in de-escalating incidents and resolving complex situations both internally and externally.
•    Collaborate with product teams and other stakeholders to advocate for required new features and enhancements, optimizing service delivery and efficiency.
•    Supervise the creation and execution of test plans for bi-monthly software releases, ensuring thorough testing and seamless deployment.
•    Prepare and deliver monthly service reporting, providing insights and recommendations for ongoing improvement initiatives.

What makes you excel in this position: 
•    Leadership: Extensive experience as a team leader is essential, demonstrating the ability to effectively guide and inspire teams towards achieving organizational objectives.
•    Expertise in Support Organizations: A background in support organizations is crucial, preferably with hands-on experience in Cloud services environments.
•    Proficiency in Process Management: A thorough understanding of Accounts Payable (AP) and Accounts Receivable (AR) processes is required, complemented by a strong grasp of ITIL principles for service management, facilitating efficient and standardized operations.
•    Strategic Problem-Solving: Adept in navigating escalation procedures, incident management, and other disciplines related to service delivery, enabling swift and effective resolution of complex issues.
•    Client-Centric Approach: Exceptional customer-facing skills are paramount, allowing for seamless interaction with clients and the adept handling of challenging situations with professionalism and poise.
•    Organizational Leadership: Demonstrated support for team members, empowering them to excel in their roles while maintaining a keen eye for detail and efficiency in task management and prioritization.
•    Interpersonal Proficiency: An empathetic leader capable of fostering strong relationships with teams and stakeholders, facilitating effective communication and collaboration across departments.
•    Adaptability and Resilience: Thrives in dynamic environments, displaying a solution-oriented mindset and adept problem-solving skills to overcome challenges and drive continuous improvement.
•    Knowledge Enhancement: While knowledge of SAP is advantageous, a commitment to ongoing learning and professional development is expected to stay abreast of industry trends and best practices.
 

 

Why us? 
What unites us as Serralians across all borders is our passion for future-oriented software solutions and our shared values which are the foundation of our strong corporate culture and our innova