We are seeking a proactive Manager Fulfillment Operations to lead our team of Analysts through a critical business transformation This role is pivotal in shifting our operations from manual processing to a state-of-the-art automated workflow You will collaborate closely with business owners to ensure flawless customer delivery while championing a new focus on analyzing the output of automation to drive quality and efficiency What you ll do Lead a team of up to 15 Fulfillment Analysts responsible for the design configuration testing and delivery of customer solutions Develop an operating model for efficient handoff of tasks between US and India based resources Coordinate and lead training efforts on configurable platforms while defining recent features and functionality required based on incremental revenue opportunities Provide coaching training and support to a team of direct reports in order to maintain KPI performance and competency skill development Actively manage the team s queue of work to ensure task progression and delivery against stated timelines Publish WIP reporting and prioritize work based on business goalAct as a primary point of escalation for internal or externally identified issues and drive incidents to full remediation Ensures the team is adhering to all regulatory compliance security legal and company policies What experience you need Bachelor s degree in Business Information Technology Operations Management or a related field is essential 5 years of experience in service delivery client success or operations roles preferably within data technology SaaS or financial services sectors 3 years of people management experience Experience with SQL Linux shell scripting C Python along with API XML JSON formats English proficiency C1 Proven track record of managing complex high-value client relationships and delivering exceptional service outcomes Experience leading cross-functional teams in a matrixed environment with a focus on collaboration and alignment Strong background in incident and escalation management including leading through high-pressure situations with professionalism and transparency Demonstrated success in driving continuous improvement change management and service innovation Familiarity with data privacy compliance and risk management in regulated environments Proficiency in service performance metrics e g SLAs KPIs NPS CSAT and using data to drive decisions Awareness of emerging technologies e g automation AI cloud platforms and their impact on service delivery Exceptional stakeholder management and communication skills What could set you apart Previous management supervisory experience leading teams responsible for delivery of customer solutions in the financial services telecommunications auto or insurance industries Previous experience managing a local team with direct reporting into another geography Proven track record of building out new operational processes and controls in an information services industry