Exception Resolution Service Manager

Position Overview: 

The Exception Resolution Service (ERS) encompasses various managed-service offerings which engage Oversight Systems personnel expert on the use of the Insights on Demand (IOD) product suite.  These ERS Analysts act on behalf of customers to research, review and resolve select Exceptions generated within IOD.  ERS Analysts investigate the validity and merits of an Exception, leveraging information from IOD and within client source-systems.  ERS Analysts frequently communicate directly with customer employees via the IOD email facility and escalate questions or concerns to appropriate customer personnel for guidance and follow-up.  In addition, ERS Analysts prepare and conduct monthly ERS Results presentations with customers to share results, lessons learned and to offer guidance and best practices to continuously improve customer outcomes.

Key Responsibilities

• • The Supervisory Responsibilities delineated below
  • Refine and continuously improve the Exception Resolution Service delivery methodology, including process, deliverables, tools and techniques
  • Refine and continuously improve the services offered by the ERS department, with an eye toward innovation, business growth, and optimal customer outcomes
  • Collaborate with other departments to develop marketing, sales collateral, customer order forms, and other materials to promote and describe the ERS services offered
  • Track department revenue, expenses and operating margin
  • Conduct service audits to validate team deliverable consistency, policy and procedure compliance, and to enforce best practices
  • Participate in the preparation and delivery of monthly ERS Results presentations to ERS clients, and the publication of an ERS Results presentation calendar for stakeholder awareness
  • Track billable and non-billable time and expenses
  • Keep up-to-date with changes to company products, tools and processes
  • Cultivate and foster client relationships
  • Identify and foster business expansion opportunities
  • Serve as primary point of contact for team and client escalations
  • Communicate effectively and maintain a proactive, positive relationship with all departments within the company, notably including Sales, Marketing, Client Success Management, Client Support and Client Delivery
  • Support and assist the Sales organization with Trial and Proof-of-Concept data analysis when requested
  • Support and assist the Product Development organization by sharing customer and individual feature enhancement ideas and suggestions or participating in Product development and testing

Supervisory Responsibilities

Direct supervisor for a team of up to eight ERS Analysts.   Responsible for all aspects of team operation including:

• Hiring and termination
• New staff training and on-boarding
• Work assignments
• Delivery quality assurance
• Time, expense and time-off review and approval
• Regular oversight including individual management to goals, objectives and targets
• Performance planning and evaluation

Education/Professional Qualifications

• Bachelor’s degree in Business, Arts, Science or Engineering strongly preferred

Candidate Characteristics

• Candidate must have excellent people management and client management skills
• Candidate must have strong communication, presentation, interpersonal and consultative skills
• Candidate must be a self-starter able to work in a fast-paced dynamic environment
• Candidate must possess initiative to produce improvement initiatives both internally and with clients
• Candidate must be organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches
• Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures and legal requirements

This position includes competitive salary and excellent benefits.

If this sounds like a good fit for you, please submit your resume to recruiter@oversightsystems.com.

About Oversight

The world’s largest companies and government agencies trust Oversight to identify enterprise spend risk no matter where it resides in their organization. Oversight’s AI-powered platform drives financial transformation by reducing audit effort and eliminating data silos to monitor and analyze 100% of spend transactions with unparalleled accuracy. With full visibility into spend, Oversight customers find and prioritize employee-initiated and third-party spend risk that would otherwise go undetected by in-house processes.  By identifying process breakdowns and making corrections early, Oversight helps optimize budgets, reduce out-of-policy spending by 70% while maximizing audit efficiency and eliminating cash leakage.