Global Operations Manager

CaseWare - Toronto, ON (30+ days ago)

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CaseWare has been a global leader in expert technology solutions for finance and accounting, governance, risk and audit professionals for more than 30 years. With over 400,000 users in 150 countries and 16 languages, CaseWare solutions are the backbone of finance and audit professionals everywhere.

The Global Operations Manager will lead the Global Business Delivery continuing to drive the digital transformation strategy, balancing growth drivers and continuous operational improvement. We have diverse responsibilities focusing on operations management, process improvement, transition management, technology and system implementations, as well as operational/executive reporting, SLA/KPI metrics, supporting key business and operational initiatives, among other critical activities.

CaseWare International is a fast-paced environment and we are looking for someone who can hit the ground running to manage multiple responsibilities and projects while producing high-quality work.

The Operations Manager will work closely with key internal customers, Key Distributors and executive sponsors as their 'trusted adviser', to ensure that products and services help them to achieve their desired outcomes
Identify, develop and the implementation of strategies related to CRM/ERP operational efficiencies and improvements
Manage capacity planning; Reallocate resources and track time spent on issues in order to define future hiring requirements
Look for opportunities to optimize the world-wide billing and collections
Clarify roles & responsibilities and establish a central hub and drive cadence for management of support SOP's
Help establish and implement a consistent "Go-live playbook"/ the "Client way" Operate as the day to day point of contact for internal customers and key distributors
CRM Systems Management: Ensure that issue and related escalations are managed to resolution efficiently across the organization
Lead the roadmap and implementation for the collection, management and utilization of data across the CWI customer journey
Oversee the execution of all technical aspect for the strategy as it relates to CRM and related systems (web portals, licensing, etc.)
Develop and manage action plan for implementing CRM automation strategy, including reporting, marketing & sales campaign support and channel support
Ensure data management processes and tools are set to take in collection data effectively and efficiently
Keep pace of market trends and business opportunities to improve CRM programs
Maintain the quality and reliability of the data in the CRM system. Ensure policies and procedures are in place to support the collection and management of CRM data
Integrate work across core teams to implement strategic approach with IT, Marketing, Sales, etc
Work closely with Marketing, Sales and Channel Management to ensure KPI's are established and reported against
Act as CASL (Canadian Anti-Spam Legislation) champion within CWI to ensure full compliance within CRM program
Gather and translate business requirements to technical requirements and work between Marketing and Technical teams to deliver the solution
Design, implement, and evolve process flows for campaign configurations, ensuring on time and quality deliver

What is the role:
Creating or significantly contributing to technology enablement strategy and plan, including training and communications
Collaborating with project teams to ensure the successful execution of the end-to-end enablement technology strategy, including a comprehensive change management plan to champion end user adoption
Leverage technology to make not only our distribution teams work easier but also our own team in areas like sprint planning, webinar tool selection, etc. - with a keen eye of scalability and long term sustainability
Maintaining the selected solutions on an ongoing basis and forming relationships with other technology teams (including the broader enterprise enablement team, and IT) across the enterprise to help ensure we stay on the latest software and follow corporate guidance
Be accountable for the adoption of the tools from our distribution teams
Leverage technology to help the enablement team get to better reporting and dashboards on its enablement programs and their impact


Bachelors' degree preferably in Finance or Business Administration
7+ years of professional Operations experience with a focus on client facing systems
Management and leadership experience
Experience building efficient processes and systems
Understanding of the data requirements to provide efficient reporting mechanisms for users
Good knowledge of Shared Services Model
Understanding of business and system analysis, including root cause analysis and other process modeling and systems design methodologies
Able to think independently and consider cross-functional and downstream impacts
Previous relevant experience within back office, operations or business process projects
Previous experience working for a B2B SaaS vendor, software development or financial institution
Knowledge of CRM Operations and Billing/Invoicing OperationsExperience working with clients (Microsoft Dynamics CRM)
Ability to manage multiple projects simultaneously while paying strict attention to detail
Excellent verbal and written communication skills backed by a strong technical aptitude
High degree of professionalism and integrity plus ability to establish customer trust
Excellent interpersonal skills with ability to build authentic business relationships. Teamwork mentality and willingness to assist wherever needed
Well-developed leadership capability including Performance Management and Measurement, Coaching and Employee Development
Strong knowledge of formalized software development methodologies (Agile/Scrum) would be an asset
Strong organization, budget and project planning skills
Ambitious and driven, thrive in fast-paced and demanding environment
Experience analyzing data & trends to identify product or service growth opportunities
Extensive experience in digital or a related business discipline, including Agile development practices

Excellent listener and communicator
Highly organized, and skilled at project management. The ability to manage several different initiatives at the same time. Should be able to prioritize efforts based on the activities that will receive the greatest return for the organization
Ability to collaborate with many different teams and personalities. Must be persuasive enough to align multiple parties behind one vision, and confident enough to ensure the execution follows through
Strategic, data-driven thinker. Show the ability to use metrics and observation to improve sales process efficiency and effectiveness
Empathetic. Effective sales enablement professionals can put themselves in sales reps’ shoes and understand every aspect of their day-to-day life


At the heart of CaseWare is our unique culture, which lays the foundation for who we are, what we do, and where we are going. In this digital age, driving innovation involves transforming the way people think and act. With this in mind, Caseware is committed to three core values—Community, Excellence, and Innovation. These values support our vision, informs our culture, our behavior and enables us to provide our clients with greater efficiency, quality, and value.

To give you an idea of what we mean, here are our core values:

Have fun creating great customer experiences
Your work is a reflection of you
Celebrate us all the time
Ego is the enemy
Impossible – What’s that?
S* happens – adjust and learn
Don’t be afraid of chaos and discomfort
Do what you say & say what you mean
Give abundantly to your family, team and communities