Guidewire - Manager - Business Operations

- The Professional Services, Business Operations Manager plays a vital role in ensuring the smooth and efficient operation of the Services organization.

- In this dynamic position, you will focus on project administration, operational support, contract management, and driving process improvements.

- We are looking for an energetic individual who thrives in a collaborative team environment and is passionate about continuous learning and growth.

- You will be working in the Guidewire Bangalore office, and will report to the Professional Services Business Operations Manager.

Responsibilities:

- Oversee and resolve internal customer requests via Salesforce cases, providing top-tier support.

- Efficiently prioritize and manage multiple time-sensitive cases simultaneously.

- Prepare, review, and approve sales and contractual documents (e.g., Statements of Work, Work Orders, Change Orders, Proposals, RFIs, and estimates) for both standard and custom deals, ensuring compliance with Guidewire's policies.

- Support global field consultants with invoicing and month-end billing processes.

- Address and resolve employee inquiries regarding resource assignments, expenses, travel policies, and other operational topics.

- Assist with project set-up, tracking, and maintenance within our Professional Services Automation (PSA) tool.

- Collaborate cross-functionally with key stakeholders (Professional Services, Finance, and Legal) to resolve or approve customer rates and billing discrepancies promptly.

- Create and manage annual rate increase notifications and update internal systems with the latest rates as needed.

- Identify and implement process enhancements to streamline operations and improve efficiency.

- Develop and document standard operating procedures to ensure consistent application across the team.

Qualifications:

- 5-7 years combined experience in technical services operations or Professional Service with at least 2 years in a leadership or managerial role.

Required Skills:

- Strong background in invoicing, billing, and/or financial analysis.

- Must be able to read and interpret contractual language with regards to project set-up details (i.e., rates, start and end dates, expense policies, etc.

- Experience with basic project management (i.e., defining goals, tracking progress, reporting status, and meeting milestones).

- Experience with basic system administration tasks.

- Experience with Salesforce.com desired.

- Proficiency in Google GMail, Documents, and Sheets.

- Excellent communication and active listening skills.

- Comfortable talking to internal customers via email, chat, or phone.

- Ability to work both in a small team environment with shared responsibilities and independently with little or no supervision direction, while demonstrating collegiality.

- Outstanding attention to detail with a strong ethic of personal responsibility.

- Great problem-solving, analytical, and organizational skills.

- During month-end and quarter-end periods, a flexible schedule may be necessary to provide support to customers across different time zones.