System Operations Manager

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ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a "one account" feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

JOB PROFILE

System Operations Manager

JOB LOCATION : Austin Texas

JOB SUMMARY :

The System Operations Manager is a Project-based role that is within the Operations & Maintenance team and is responsible for overseeing the day-to-day operations of the Back Office System (BOS) application and supporting Customer Service Center (CSC) applications to ensure on-time and accurate processing of toll transactions by evaluating and monitoring the end-to-end toll lifecycle, the accuracy and timeliness of customer and violator notices and validation of accurate reporting of financial transactions. This role will be the subject matter expert on the integration of the business rules by comparing and validating the system output and ensuring effective monitoring and process reviews are in place so that events are properly resolved and documented.

This role is also responsible for identifying, escalating, and tracking system risks and will make technical recommendations where applicable. In addition, this role will be responsible for overseeing all operational monitoring tasks and activities and ensure performance issues are identified and worked within operational guidelines. All other duties as assigned.

MAJOR DUTIES AND RESPONSIBILITIES :

• Effectively communicate complex information to employees, stakeholders, clients, and executives.
• Develop the workforce and serve as a role model through cross-training and mentorship programs to minimize operational risks and create efficiencies for operational automation.
• Implement, document, and maintain standards, guidelines, and governance best practices for efficient system and process oversight.
• Ensure correct prioritization of tickets to ensure KPI compliance.
• Streamline processes to enhance responsiveness and client focus.
• Manage and monitor the business rules to ensure compliance to the client's requirements.
• Manage and monitor the contractual and internal KPIs to ensure compliance to the technical requirements and identify trends to address / resolve any degradation.
• Manage the review, testing, communication, and post deployment verification of proposed changes and change orders to the system and participate in Change Advisory Board (CAB) as needed as key stakeholder.
• Prepare and analyze monthly operations reports and ensure on-time delivery of reporting tasks to end users.
• Ensure quality of the BOS operations through monitoring and analysis, aiming to maximize accuracy and efficiency while ensuring continuity of the entire transaction value chain.
• Conduct and prepare internal project related BOS Operations program reviews on a weekly and monthly basis and set up regular program status reports (priority tickets), resolution times, KPI evaluation, system performance alerts, operational evaluations, trending, labor hours, change orders, IVR tickets, etc.
• Conduct and prepare internal project related operational trend reports that include facts such as number and volumes of transactions, payments, accounts, notices, etc.
• Analyze, evaluate, develop, and maintain meaningful operational measurements in the form of metrics and use to proactively implement continuous service improvement and prevention measures for all functions of the project and Back Office (BOS).
• Develop, manage, and maintain processes, procedures, and workflow to maximize efficiency and improve operational productivity.
• Coordinate with all Project teams (CSC, TOC, Finance, IT, Processing, Admin) to ensure smooth BOS operations are in line with approved procedures.
• Document, manage, communicate, and maintain Root Cause Analysis (RCA) process for Major Incidents.
• Serve as front line support for telephony (IVR) services and escalate as needed to ensure successful operation and use of the system.
• Perform other assigned duties.

REQUIRED SKILLS :

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

EDUCATION & EXPERIENCE :

SUPERVISORY RESPONSIBILITIES

People management : They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and / or move up to 20 pounds. The work environment is usually moderate to loud.

Travel may be required.

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