Director of Revenue Optimization (Chasing) Job Category: Client Services Requisition Number: DIREC001345 Posted: August 12, 2024 Full-Time Hybrid Locations Showing 1 location Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients' business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they're owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities.As a worldwide team with 20+ nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we're committed to making a positive impact in our communities and the world.Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast-paced growing environment full of learning opportunities.OverviewThe Director Revenue Optimization (Chasing) will lead a team in Revenue Optimization to optimize collection activity, processes, and outcomes for clients impacting both results and performance, retention, and Onyx revenue.This role will establish processes, KPIs, reporting sources, and dashboard reporting to monitor and optimize "Chasing". The role will lead team members to drive optimal results from Chasing activities, develop action plans, recommendations, and visibility to data/trends to increase revenue from chasing activities across all platforms. This role has a direct reporting line to the VP of Support Operations yet will maintain a close working relationship and accountability to the Client Service Leadership Team and respective teams.Location: EMEAScope: GlobalEducation: Minimum required: CollegeSpan of Control:Reports to: VP of Support OperationsOversight: This position has both direct and indirect reportsRoles/ ResponsibilitiesProactive and systematic monitoring, analysis, and follow-up of client data, performance, and actualization to measure and monitor trends associated with Chasing across all platforms.Leads and supports a team ensuring optimal results. Establish goals, dashboard reporting, and visibility to opportunities by Client/account portfolio and across all platforms.Utilizes multiple sources of data to drive expected return on chasing and identify trends and actions to mitigate negatively trending KPIs.Monitor Confirmed, Unconfirmed, and Paid ratio trends for key clients and all clients where contracted Chasing SLAs or KPIs are contracted.Monitor and optimize chasing processes for funds due related to outstanding remittance notices.In partnership with CS leadership, recommend and execute against best practice incentive and compensation plans to drive performance to macro-level KPI ratios.Identify barriers to Production and work across functions to mitigate.Establish Chasing processes (tracking & reporting) at scale using Salesforce.Develop, in partnership with CM, macro-level "Chasing" reporting metrics for Key clients that can be used in Business Reviews; ideally driven by Salesforce data – template; scalable & automated.Identify/implement training that drives education/action.Develop strong knowledge of the portfolio of products, value to clients, and how said value translates to Chasing realization.Qualifications5-9 years of experience in a customer-focused environment.Experience in revenue optimization/chasing principles and strategies.Excellent data/analytics skillset – draws conclusions from data and shares with stakeholders.Effective presentation skills and communication skills.Proven customer service skills that increase client retention and action.Excellent command of MS Office Suite tools.PreferredPrior experience working in Salesforce ideal.Teamwork/Leadership/interpersonal Skills:Experience leading or partnering with individuals and teams to meet strategic goals.Skills including efficiency, analytical ability, and understanding processes and systems used within Onyx to drive value to the Customer.Highly effective written and verbal communication skills.Partners and collaborates with others; highly adept at building relationships.Ability to accomplish tasks and results through others; influence competency.Ability to identify end-results and build/design plans to achieve.Manages change and ambiguity.Self-directed; able to see opportunities and create a path to desired outcomes.Thinks strategically.Organizational InterlocksThis position will work closely with internal and external stakeholders.Physical Demands/Travel requiredWork associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting. Travel for this position is less than 10%.This position is hybrid in-office and remote.
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