Senior Operations Manager

The Operations manager for Professional Services will be responsible for overseeing the operational functions of the Professional Services unit within Backbase. Collaborate closely with senior leadership, project managers, regional operations, People office and Finance to drive continuous improvement and scalability within the organization’s services delivery model. Overall assignment is to develop and implement processes & methods to secure systematic successful operations within Services. The role is also focused on implementing and managing a new Global Professional Services Automation (PSA) Solution, which includes project onboarding, resource allocation, time registration and billing.

Key Responsibilities:
● Operational Efficiency & Process Optimization: Identify and implement process improvements to reduce inefficiencies, lower costs, and enhance the quality of service delivery operations. Optimize the use of technology, including PSA (Professional Services Automation) tool, project management software, and other systems to track performance and deliver insights for better decision-making.
● Resource Management: Oversee the global Supply & Demand of project resources, ensuring the right skills are available at the right time to meet client demands.
● Financial Management & Budgeting: Establish financial reporting mechanisms to track costs, identify trends, and make recommendations for improvement. Monitor project profitability, billing, and revenue forecasting, ensuring that the services unit meets financial targets.
● Change Management & Innovation: Lead change initiatives within the Professional Services unit to adopt new tools, processes, or methodologies that improve efficiency and service delivery. Ensure Proper documentation and training is available for new PSA system users.
● Collaboration with Cross-Functional Teams: Work closely with Finance, People Office and Regional Operations teams to ensure alignment key KPIs. Validating Data quality and consistency.

● Education: Bachelor's or Master’s degree in Business Administration.
● Experience:
1. 6+ years of experience in operations roles within a professional services environment, ideally within the software or technology industry.
2. Proven track record of managing PMO, involved in resource planning, budgeting, Invoicing and process optimization.
3. Experience in collaborating cross-functional teams.
● Technical Skills:
1. Familiarity with PSA tools for project tracking and resource management.
2. Understanding of project management methodologies.
3. Experience with financial forecasting, budgeting, and cost control.
● Leadership Skills:
1. Ability to work in a fast-paced, dynamic environment while maintaining a focus on quality and efficiency.
2. Strong interpersonal and communication skills, with the ability to influence and build relationships across departments.