senior Manager revopsZendesk

Job Description
As a result of our growing Finance Shared Services in the APAC region, we're now seeking a Quote To Cash Senior Manager to join the experienced Manila team. The ideal candidate works in close coordination with the FSS Lead to help stabilize and accelerate the Finance Shared Services Revenue Operations in Manila. The main focus is the delivery of efficient and satisfactory customer support and collection processes as we face accelerated growth and increasing demand for Zendesk products.The candidate would lead a team in Manila and would be responsible for people and process management, meeting and reporting KPIs, and ensuring smooth and seamless operations of the team. Continuous improvement is an essential part of delivery management responsibilities, candidates should be able to identify process waste and recommend measures to make processes optimal and LEAN.
Responsibilities:
The job responsibilities for this role at Zendesk:
Develop and maintain a good working knowledge of the end to end Revenue Operations processes to ensure delivery of effective and efficient services to the business and customer
Provide guidance to the team on current issues, changes and business solutions relating to the scope of finance shared services
Responsible for the overall performance of the team, monitoring their performance, providing timely feedback & assisting them to improve on their identified training needs
Develop & review weekly / monthly / quarterly key performance Indicators (SLAs/KPIs) to be published to stakeholders and executive management working closely with the Finance Operations team
Review and analyze current procedures in order to recommend and implement changes to standardize activities and integrate into shared services
Identify clear objectives for the team, providing coaching, career development and feedback to team members, providing performance evaluation and reward
Participate and Lead in cross functional process and system improvement initiatives
Build deep business partner relationships across the Finance Shared Services organization, including Finance Operations, Sales, Renewals, Customer Success, Legal, Treasury, Compliance, Tax, Finance & Strategy and Global Accounting
Lead the maintenance of a strong Controls environment
To support and manage the team based on timezone support coverage
Perform other special projects and analyses as directed by management
Revenue Operations
Management of account changes, billing concerns, sponsorship provisioning, subscriptions, chargeback and specific month end tasks
Establish and maintain effective and cooperative working relationships with go-to-market operations, marketing and velocity teams, customer success, legal, AR & collections, developer billing, IT CRM/CXS, engineering, renewals, finance and strategy, revenue accounting, advocacy and COE team
Participate in designing and implementing an evolving business process to support revenue and business growth, working closely with Revenue Operations GPO
Use good judgment in balancing the ability to resolve issues and when to escalate to the appropriate person
Collections
Manage collections and cash applications team
Set expectations, track results, and manage accountability
Provide support and guidance on the prompt collection of accounts receivable invoices and reducing bad debts exposure based on agreed SLA/KPIs
Prepare individual and team targets and provide a forecast of payments on key customer accounts
Use good, sound judgment in resolving collection issues and when to escalate
Maintain a good working relationship with Rev Ops, Sales Support and Renewals team
Work with Collections GPO on any process improvements
Performance measure/Success criteria
Drive to meet SLA level in quality and speed
Continuous Process and system improvement initiatives
Motivate the team to continuously improve and as act as a single team striving towards process goals and objectives
Requirements
6-8 years of experience as Finance Shared Services Senior Manager in QuoteToCash function
Effective oral and communication skills in English
Experience in back office operations process and procedures
Energetic and dedicated
Strong people management experience
Relevant experience leading a team of finance shared services
Ability to work independently and meticulously
Ability to cope with changes in policies, rules and procedures
Articulate and good writing skills
BS/BA in Accounting, Finance or Business
Zuora/Salesforce systems experience a plus
Experience in working with US MNC particularly in a shared services environment would be beneficial
Proven ability to build great teams; you enjoy mentoring and developing your team
Hands-on experience working with one or more QTC systems: Zuora/Salesforce/Xactly experience preferred
Results-oriented person with strong problem solving skills and the ability to perform multiple tasks with a strong attention to detail
Great communication and leadership skills. Proven ability to drive positive change to senior management and throughout the organization
Proven experience in understanding regional complexities in the QTC space
Must adhere to deadlines in changing environment
Must be a team player with ability to engage with different, cross-functional teams
Knowledge of environmental and regulatory implications
Empower employees to take responsibility for their jobs and goals
Delegate responsibility, expect accountability, and regular feedback
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.
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