.Job DescriptionThe Senior Manager, Business Operations LATAM role oversees and guides a team of commercial operation specialists which perform a variety of duties including responding to customer inquiries, global sales order transaction processing, contract negotiation, and tender process through promoting and maintaining positive customer relations. This manager ensures company's customers have a consistent, outstanding service experience. This manager must be adept in exercising good judgement in strategic and tactical decision making as well as promoting employee development & enablement, while reviewing team efforts for process improvement. A keen driver and opportunity for growth in this position will be partnering to understand improvements in the division that can support others while ensuring problem solving.In this role, you will have the opportunity to:Leads a staff of commercial operations specialists, providing real-time feedback to employees regarding job performance and customer interactions and maintain a training program for increased professionalism and effective customer experience practices.Own the contract life cycle process including, but not limited to, execution of commercial sales contracts, master purchasing agreements, distributor agreements, amendments, and pricing and work with internal departments for billing issues and/or pricing issuesOwn the tender process through obtainment, project kick-off, reviews and submissions, ensuring a streamlined approach with milestones and accountability.Own the order management process including order creation, adjustment and delivery and invoicing, ensuring customer requirements are met with business needs, while working with internal departments to complete the cycle effectively.Positively impacts the team's ability to achieve service, quality, and timeliness of objectives, while adapting departmental plans and priorities to meet short-term and long-term and/or operational challenges.Build and use timely reporting metrics to drive action and ensures compliance with complaint management requirements.Use management ability to increase process innovation, improve team accountability and empower employees resulting in elevating department operating standards.The essential requirements of the job include:Bachelor's or Master's degree with experience managing and leading in a call center (or similar) environment requiredExpert in Sarbanes-Oxley (SOX) compliance as it relates to sales order administrationSolid experience maintaining, drafting, redlining, negotiating, and editing various commercial contracts and quotes. Exercising analytical math skills to calculate and perform analysisStrong knowledge in supply and demand requirements in relation to commercial requirementsExpert knowledge of ERP and CRM systemsStrong employee leadership skills including hiring, performance management, professional development, and mentoring
