System Operations Manager

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.
We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.
We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a "one account" feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.
Learn more:
ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.
More information:

@VINCIConcess
JOB PROFILE: System Operations Manager
JOB LOCATION: Austin, TX
JOB RESPONSIBILITIES:
The System Operations Manager is a key Project-based role that is within the O&M area and is responsible for overseeing the day-to-day operations of the Back Office System (BOS) and Customer Service Center (CSC) to ensure on-time and accurate processing of toll transactions; customer and violator notices; as well as the accurate reporting of financial transactions. This role will ensure that effective monitoring and process reviews are in place so that appropriate action is documented, and events are properly resolved.
This role is also responsible for identifying, escalating, and tracking system risks and will make technical recommendations where applicable. The overarching objective is to identify and report on problems prior to the client becoming aware of a problem. All other duties as assigned.

• Managerial Responsibilities
  • Communicate effectively with employees, stakeholders, clients, and executives, especially regarding complex information.
  • Implement standards, guidelines, and best practices for efficient system and process oversight.
  • Develop the workforce through cross-training to minimize operational risks.
  • Streamline processes to enhance responsiveness and client focus.
  • Ensure operational quality for maximum accuracy and efficiency across the transaction value chain.
  • Develop, manage, and maintain processes, procedures, and workflows for improved efficiency and productivity.
  • Coordinate with Project, Finance, and Technical teams to ensure smooth operations in line with approved procedures.
  • Prepare monthly operations reports.
  • Continuously evaluate and update operational procedures as needed.
  • Measure and evaluate the efficiency of transaction processing.
  • Oversee and mentor staff, serving as a role model for the team.
  • Perform other assigned duties.
• Operational Responsibilities
  • Oversee timely data transmission and validation of transactions.
  • Ensure timely clearing of all system queues.
  • Oversee timely transaction processing and submission of toll transactions.
  • Monitor, track, and report on uncollectible transactions.
  • Manage documentation and update procedures for project operations.
  • Provide insights to the System Maintenance team for monitoring tools and issue documentation.
  • Oversee month-end activities for timely closings.
  • Report and track operational performance and key performance indicators.
  • Ensure adherence to business rules and escalate variances.
  • Escalate system issues to System Maintenance.
  • Monitor and report on Case Management statistics.
  • Monitor technical call center stats and recommend improvements.
  • Review proposed changes to the system.
  • Support testing and verification of system changes.
  • Track operational trends as needed.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• History of developing innovative and creative problem-solving approaches to improving various aspects of maintenance performance including technical, personnel, and business

• Strong technical research skills

• Strong written and verbal communication skills

• Strong attention to detail and organizational skills

• Ability to work independently and under strict deadlines

• Ability to maintain confidentiality and discretion properly

• Ability to troubleshoot issues and resolve problems using conventional methods and unconventional methods

• Being flexible by attempting alternate solutions to resolve issues, and seamlessly adjusting to a dynamic, changing environment.

• Ability to communicate clearly and concisely; listen attentively and integrate large volumes of information from multiple sources

• Strong judgment and problem-solving skills

• Ability to think and plan for the long-term strategy
EDUCATION & EXPERIENCE:

• Bachelor of Business, Science, Engineering, or Technology Management degree preferred.
• A minimum of seven (7) years in Tolling Operations is preferred.
• A minimum of three (3) years operating in a SQL environment is preferred.
• A minimum of five (5) years of experience as a manager is required.

SUPERVISORY RESPONSIBILITIES
People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members.
WORK ENVIRONMENT
The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.
Travel may be required.