Operations Manager - Cash Application

Key Responsibilities Service Delivery & Process Ownership Own end-to-end delivery of the Cash Application process, including lockbox processing, manual cash application, unapplied cash resolution, and adjustments.

Ensure adherence to SLAs, productivity targets, accuracy benchmarks, and client-specific controls.

Drive first-time-right application to minimize downstream AR and dispute volumes.

Governance, Controls & Compliance Establish and maintain daily, weekly, and monthly governance routines including dashboards, aging reviews, and unapplied cash trackers.

Ensure compliance with SOX controls, audit requirements, and client billing/payment policies.

Own internal and external audit responses, corrective action plans, and control enhancements.

Client & Stakeholder Management Act as the primary operational point of contact for client leadership on Cash App performance.

Lead cadence calls, present insights on cash trends, unapplied balances, and root causes of exceptions.

Partner with AR, Credit, Billing, and Onshore Finance teams to resolve systemic issues impacting cash application.

People Leadership & Talent Management Lead and develop Assistant Managers and Lead Assistant Managers; provide clear direction, coaching, and performance management.

Build a strong bench through cross-skilling, succession planning, and structured knowledge management.

Drive a culture of accountability, quality, and continuous improvement across the team.

Process Excellence & Transformation Identify automation and digitization opportunities across cash application, remittance extraction, and exception handling.

Partner with digital, analytics, and transformation teams to reduce manual effort and improve straight-through processing.

Drive SOP standardization, documentation hygiene, and continuous improvement initiatives.

Risk Management & Escalations Proactively identify risks related to unapplied cash, customer disputes, system issues, or volume spikes.

Lead escalations with structured RCAs and data-backed mitigation plans.

Ensure business continuity through effective capacity planning and backup strategies.