Junior Operations Manager - Payables

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for a motivated and results-driven Junior Operations Manager to join our growing team. In this role, you will oversee the day-to-day operations of a high-performing back-office customer support team responsible for processing invoices and supporting payment-related services on behalf of our client. You will lead Team Leaders, drive operational performance, and ensure exceptional service delivery while maintaining compliance with company and client standards.

If you are passionate about leading people, improving operational performance, and developing high-performing teams, we'd love to hear from you. We offer ongoing leadership development and excellent opportunities for career growth.

Employment Type: Contract

Shift Pattern: US Hours

Work Location: Onsite

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities:

• Oversee the daily operations of the Payables back-office team responsible for invoice processing and payment-related support.
• Lead, coach, and develop approximately 5 Team Leaders responsible for a team of 100+ employees.
• Drive productivity, quality, accuracy, and operational performance to meet client and business objectives.
• Ensure invoices are processed accurately, efficiently, and within agreed service level agreements (SLAs).
• Monitor operational KPIs, including productivity, quality, turnaround times, customer satisfaction, and schedule adherence.
• Analyse operational reports and performance trends to identify opportunities for continuous improvement.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Support Team Leaders in resolving complex operational issues and client escalations.
• Partner with Quality Assurance, Training, Workforce Management, and Human Resources to improve operational performance and employee development.
• Manage staffing levels, attendance, and workforce planning to meet business demands.
• Conduct regular performance reviews, coaching sessions, and development planning for Team Leaders.
• Support recruitment, onboarding, succession planning, and employee engagement initiatives.
• Identify and implement process improvements that enhance efficiency, productivity, and service delivery.
• Maintain accurate operational reporting and communicate business performance to senior leadership.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Grade 12 / National Senior Certificate (NSC) or an equivalent qualification.
• Must have a clear criminal record.
• Must successfully pass a drug screening assessment.
• Strong leadership and people management skills.
• Excellent verbal and written communication skills.
• Strong analytical, decision-making, and problem-solving abilities.
• Advanced computer literacy with proficiency in Microsoft Office Suite.
• Strong organisational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced, performance-driven environment.
• Ability to coach, motivate, and develop high-performing leaders and teams.

Preferred

• Previous management experience within a Business Process Outsourcing (BPO) or contact centre environment.
• Experience managing large operational teams, including Team Leaders and teams of 100+ employees.
• Experience supporting US-based clients is highly advantageous.
• Previous exposure to Payables systems and the Payables environment is preferred.
• Experience overseeing invoice processing, accounts payable, payment operations, or financial back-office services.
• Experience managing key performance indicators, including productivity, quality, turnaround times, and service level agreements.
• Experience with workforce management, operational reporting, and continuous improvement initiatives is advantageous.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
 
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
 
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,  EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.