Commercial Operations Team Leader

Description

Key Responsibilities

• Administering and managing customer contracts from order booking to invoicing and renewal/cancellation.
• Maintaining accurate records of customer details and contract licences, subscriptions and support in our systems which include Microsoft Dynamics 365, HubSpot and Binary Stream.
• Handling and managing customer queries (both written and verbally via phone calls/Team meetings) in-line with business guidelines, ensuring that a prompt and appropriate customer service is provided

• Day-to-day management and ensuring high performance of the Pune-based Commercial Operations team.
• Manage and pro-actively develop the skillset of the Pune-based Commercial Operations team.
• Adopt and where required develop, document and embed team methodology and processes with key stakeholders.
• Prepare and analyse customer and contract data and team performance data as required to provide useful business insights.
• Undertaking and overseeing the prompt, accurate and complete delivery of regular tasks and one-off projects by the Pune-based Commercial Operations Team which include:
• Accurate maintenance of customer contract information. Managing contract data through the course of the customer lifecycle, including customer creation, product ordering, upselling, annual renewals and contract exits.
• Process renewal cycles (including preparing data, cleansing, drafting/reviewing communications, pricing) so they run smoothly, efficiently, and within agreed timelines.
• Perform, assist development and maintain standardised processes across the Comm Ops department and support to other departments where required.
• Process and check contract information coming into the team so that it aligns to agreed Terms and Conditions of sale and internal approval requirements.
• Check and cleanse customer and contract data in our systems which include Dynamics365, HubSpot and Binary Stream so that we hold accurate, up to date and complete information for the business.
• Invoice customers correctly and on time including data checking and administering/instructing the distribution of invoices electronically.
• Handle internal and external customers with general contract queries, working closely with cross-functional teams (sales, sales enablement, contracts team, finance) where required.
• Promptly and accurate reporting and updating on work, activity and project status as required.
• Perform other duties as and when required from time to time.

Skills, Knowledge and Expertise

• Minimum 4 years administration and/or related leadership experience, with a renewal / contract / billing background being desired
• Good data analysis competency (e.g. Microsoft Excel, PowerBI) with a minimum 2 years experience, desirably within a contract/commercial/financial context
• Experience of managing and leading a team is desired
• IT literate and proficient in Microsoft Office, specifically Excel, Word and Outlook essentials.
• Pro-active and forward thinking.
• Excellent attention to detail
• Experience of providing excellent customer service in a customer-facing role • Strong written and spoken communication skills
• Ability to work effectively within a team; to be a team player with a positive attitude • Strong communication with colleagues at all levels
• Excellent organisational skills and an ability to work to deadlines while managing a varied workload
• Confidence in the use of IT for business purposes
• Demonstrates good numeracy and analytical skills
• Experience of Hubspot, Microsoft Dynamics 365 or a similar CRM system
• Experience of Binary Stream, Microsoft Business Central or a similar billing/invoicing system
• Experience of Data analysis, cleansing and reporting
• An understanding of the factors and issues affecting UK Education system is desired

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