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Senior Manager, Service Optimization Expert

2 months ago

Rolling Meadows, Illinois, United States GB - Global Full time
About the Role

We are seeking a highly experienced Senior Manager, Service Optimization to lead a transformative project across our financial systems, with a primary focus on revenue cycle and CPQ (Configure, Price, Quote) system.

Key Responsibilities
  • Manage the end-to-end revenue cycle process, including oversight of the process to update the cost and terms and ownership of annual reviews of products, services, and rates with internal product/business leads.
  • Act as the primary owner of the Cost and Terms document, including its design, layout, and management of changes.
  • Ensure adherence to internal SLAs and contractual obligations and resolve any deviations or exceptions.
  • Develop internal control and oversight processes to monitor compliance with service optimization processes and own exception process analysis.
  • Conduct thorough reconciliation of key terms across systems and service providers to ensure accuracy and meticulously identify and resolve any discrepancies.
  • Take ownership of data validation processes to ensure accurate processing of transactions by various systems and service providers in accordance with the Cost and Terms document.
  • Serve as product owner of the core platform (Oracle CPQ) and drive system and process enhancements to optimize its functionality and effectiveness.
  • Collaborate closely with the Vice President of Global CRM Strategy and Client Experience and Finance team to spearhead transformative projects for Oracle CPQ and Salesforce systems, ensuring strategic alignment and driving innovation and business value.
  • Proactively drive process improvements and workflow optimizations to enhance system efficiency and streamline operations.
  • Foster collaboration with cross-functional teams to gather requirements, identify gaps, and deliver effective solutions that meet business needs.
  • Effectively own and communicate the product roadmap and vision to stakeholders across the organization, providing regular and comprehensive progress updates.
  • Create and maintain meticulous project documentation, including detailed plans, status reports, and post-project evaluations.
About You
  • 5+ years of experience in leading and executing system transformation initiatives, with a particular emphasis on Oracle CPQ and Salesforce platforms.
  • Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related discipline.
  • Proven ability to facilitate, steer, and implement design and comprehensive process analysis, involving the appropriate cross-functional stakeholders and pinpointing critical interdependencies.
  • Outstanding ability to collaborate at all levels within the organization, coupled with a fervor for utilizing technology to refine finance processes and achieve greater efficiencies.
  • Sharp analytical skills with the capability to unravel complex systems and devise strategic solutions.
  • Strong business insight, a quick understanding of financial, business, and technical concepts, a data-oriented mindset, and a readiness to engage with finance, GBIT, and business teams.
  • Possession of a Project Management Professional (PMP) certification would be a considerable asset.
What We Offer

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits, including medical/dental/vision plans, life and accident insurance, 401(K) and Roth options, tax-advantaged accounts (HSA, FSA), educational expense reimbursement, paid parental leave, digital mental health services (Talkspace), flexible work hours, training programs, Gallagher Thrive program, charitable matching gift program, and more.

We value inclusion and diversity and are committed to creating a workplace that is welcoming and inclusive for all employees. We believe that all persons are entitled to equal employment opportunity and prohibit any form of discrimination based on protected characteristics.