BACK OFFICE MANAGER JOB DESCRIPTION

Running the back office of a BPO operation means owning the processing layer that clients measure by SLA. Enrollment verification, payment processing, fulfillment, and mailroom functions all flow through this seat - each tied to contractual compliance obligations that the client audits monthly. Errors surface downstream. The Back Office Manager directs multiple supervisors, owns the daily scheduling of operational resources, and is accountable for the KPI dashboard that governs the contract's continued performance.

As the Back Office Manager, you oversee daily transactional operations across processing, correspondence, fulfillment, and quality assurance functions, ensuring contract KPIs are met and client SLA commitments are sustained. You direct a layered supervisory structure and report operational performance, staff issues, and compliance risks to senior program leadership on a scheduled and ad hoc basis.

Career Impact: Managing a multi-supervisor BPO operation at this level builds direct experience with contract performance management and client-facing SLA accountability - credentials that transfer readily to Director-level operations roles.

Business Impact: Processing volumes, escalation decisions, and quality correction actions in this role determines whether the program retains its contract - a direct line between this manager's daily output and the organization's revenue.

Growth Opportunity: Overseeing single- or multi-site operations at scale expands your scope toward program director responsibilities and opens pathways into large-scale government or healthcare BPO portfolio management.

• Oversee daily operations of payment processing, correspondence, scanning, fulfillment, and image review functions to meet contract volume requirements.
• Direct multiple supervisors and provide indirect oversight of customer service representatives across all operational units.
• Monitor and report program KPIs and SLA compliance metrics to senior management on daily, weekly, and monthly schedules.
• Manage escalated complaints and appeals, determining outcomes on applications requiring senior-level review.
• Develop and implement operational policies and procedures in collaboration with project stakeholders to sustain compliance.
• Conduct interviews, onboard staff, and oversee training programs to maintain current knowledge of program requirements.
• Evaluate staff performance, administer corrective action plans, and deliver career development guidance to direct reports.
• Partner with peer managers to coordinate cross-functional activities and resolve operational issues across the program.

• Bachelor's degree in Business, Management, or a related field, or equivalent work experience.
• 5 or more years of back office or operations experience, with at least 3 years in a supervisory or management capacity.
• Demonstrated ability to manage high-volume transactional environments including payment processing or enrollment functions.
• Proven experience developing and monitoring KPIs, SLAs, and operational performance reporting.
• Strong client relationship management skills with experience maintaining external stakeholder accountability.
• Ability to execute multiple complex tasks simultaneously in a deadline-driven, fast-paced environment.
• Excellent written and verbal communication skills with proficiency in MS Office applications.

• Experience managing back-office operations within a healthcare enrollment or state-based exchange program.
• Familiarity with ACD, IVR, or workforce resource management tools used in contact center environments.
• Prior experience in mailroom operations, cash reconciliation, or document management functions.
• Track record of managing subcontractors or third-party service providers within a government or BPO contract structure.

• SLA compliance rate, measuring adherence to client-defined processing timelines across all operational functions.
• Application error rate per review cycle, tracking quality of escalation resolutions and corrections made by supervised teams.
• Staff performance appraisal completion rate, reflecting consistency of the supervisory and coaching cadence.
• Weekly KPI reporting accuracy, measured against senior management submission deadlines and contract audit requirements.
• Escalation resolution turnaround time, measuring how quickly final decisions are issued on complaints and appeals.
• Typical tools: Workforce management platforms (commonly ACD or IVR scheduling tools); office productivity suites (commonly MS Office).

• Base Salary Range: $65,000 to $90,000 annually, depending on seniority and program size
• Bonus: Annual performance bonus of 5% to 10% tied to KPI and contract metrics
• Equity: Not typical for this role in BPO environments
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by company
• PTO: 15 to 20 days annually plus standard federal holidays
• Common Perks: Tuition assistance, employee assistance programs, shift flexibility where operations allow

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required for this position. Employment is contingent upon successful completion of a background check, which may include verification of prior employment and criminal history in accordance with applicable law. Reasonable accommodations will be provided to qualified individuals with disabilities throughout the application and employment process. All applicants will be evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law.

The Back Office Manager owns end-to-end accounting operations and supply chain support, reconciling accounts, managing supplier contracts, and reporting on company liquidity, within Polimex's Italy-based team. Working alongside sales and supply chain operations colleagues, this role ensures financial accuracy and regulatory compliance that directly sustains the organization's operational health.

Key Responsibilities

• Comply with all company, local, Italian accounting, and financial regulations.
• Manage accounting operations and reconcile accounts payable and receivable.
• Ensure timely bank payments and issue documentation for supply chain processes.
• Manage supplier relations and negotiate contracts, prices, and timelines.
• Maintain the supplier database, purchase records, and related documentation.
• Manage virtual and physical inventory.
• Compile, analyze, and report financial data on the company's health and liquidity.

Required Qualifications

• Bachelor's degree in Accounting or a similar field.
• Previous work experience as an Accountant in Italy, Office Executive, or similar fields preferred.
• Strong knowledge of Italian bookkeeping systems and inventory and supply chain management.
• Advanced knowledge of financial accounting software such as Zoho Books or similar.
• Excellent active listening, negotiation, and presentation skills, with outstanding attention to detail.
• People-oriented and results-driven, with a high sense of urgency and ability to work under pressure.
• Advanced Italian and professional English required, basic Spanish desired.

Embedded within a laboratory and supply chain environment, the Back Office Manager delivers precise goods management, invoice control, and supplier qualification processes that keep operations running without interruption. Working closely with laboratory leadership and qualified suppliers, this role resolves supply issues and maintains documentation integrity to support compliance and uninterrupted service.

Core Functions

• Handle and maintain the goods management system, including document maintenance and order creation.
• Control invoices, process returns, and prepare credit and debit notes.
• Qualify new customers and suppliers and monitor requalification deadlines.
• Monitor and process complaints, including troubleshooting for non-supply or damaged goods.
• Communicate with laboratory leadership and qualified suppliers to resolve supply issues.
• Conduct independent inventory control, submit orders to suppliers, and manage incoming and outgoing goods documentation.

Qualifications & Experience

• 2 or more years of experience in administrative work.
• Training as a PTA or foreign language secretary is an advantage.
• Market expertise within CRO and Pharma is desirable but not required.
• Experience working with Mac (iOS) systems.
• Excellent written and spoken German and English.
• Strong communication and teamwork skills.
• Keen attention to detail and ability to manage multiple priorities.

Reporting to senior business leadership, the Back Office Manager shapes contact center performance and local spare parts operations by managing 2nd-level complaints, digital self-help initiatives, and SLA logistics across a specialized service environment. Partnering with Contact Center Managers, Field Service Managers, and vendor networks, this role advances operational quality and technological relevance in ways that directly improve customer resolution outcomes.

Primary Duties

• Provide contact center support by improving operations KPIs, including Forecast, AHT, CSat, and Resolutions through feedback, training, and management.
• Manage 2nd-level complaints by providing detailed product information and handling complex escalations.
• Support field service at the 2nd level for operational dispatching of exceptions and visit preparation.
• Manage the local spare parts business, including pricing issues and SLA logistics support.
• Ensure data processing quality, including master data cleansing and post-service contract processing.
• Lead digital initiatives to increase self-help procedures for external and internal customers.
• Represent the organization in local associations and monitor technological trends and norms.

Skills & Qualifications

• Bachelor's degree in Business Administration, Engineering, or equivalent.
• 10 or more years of business experience, with 3 or more years leading a specialized service operation.
• Strong leadership capabilities and consumer orientation.
• Proven ability to engage and build relationships with vendors, Contact Center Managers, and Field Service Managers.
• Strong project management skills with ability to organize and prioritize tasks.
• Business-fluent English required.

Sitting at the intersection of healthcare enrollment administration and team leadership, the Back Office Manager leads oversight of in-process and processed health care applications, verification documents, complaints, and appeals for the State-Based Exchange. Operating across mailroom operations, escalated case resolution, and staff development, this role enables compliant, accurate eligibility processing that directly serves diverse and disadvantaged populations.

Duties

• Maintain understanding of Enrollment and Eligibility processes and policies, including Individual and Small Business Marketplace policies.
• Provide direction to staff on escalated complaints and appeals and determine final decisions on escalated applications.
• Address quality issues with the Supervisory team and report concerns to senior management.
• Complete daily and weekly reports and compile and analyze weekly statistics.
• Help train new staff and prepare presentation schedules and staff development plans.
• Ensure department adherence to updated project and corporate policies and procedures.
• Coach teams, conduct performance appraisals, and provide career development and corrective action for assigned staff.

Experience & Qualifications

• Bachelor's degree from an accredited college or university or equivalent experience.
• 4 or more years of related experience, with 3 or more years of supervisor or management experience preferred.
• Call center environment experience preferred, with working knowledge of healthcare technology including ACD, IVR, and resource management tools.
• Experience working with culturally and linguistically diverse and disadvantaged populations.
• Computer literacy with ability to quickly learn new software programs.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to manage multiple complex tasks simultaneously.

A key member of the project leadership team, the Back Office Manager leads contract-compliant operations across Customer Service and Outreach Programs, subcontractor supervision, and SLA reporting for an externally facing government services environment. Collaborating across client organizations, internal stakeholders, and field staff, this role builds the operational infrastructure and performance accountability that sustains effective service delivery.

Functions

• Ensure project compliance with all operational requirements of the contract and corporate policies.
• Manage Customer Service and Outreach Programs and oversee audits of operations.
• Manage direct reports and the cost-effective operation of all project tasks, including supervising subcontractors.
• Produce monthly SLA reports for clients and ad hoc reporting as needed.
• Develop and implement operational policies and procedures in collaboration with key stakeholders.
• Establish and maintain effective relationships with clients and other external entities.
• Monitor performance against key indicators and develop performance goals and objectives for staff.

Professional Experience

• Bachelor's degree or equivalent combination of education, technical training, or work experience.
• Minimum 3 years of management experience and 5 years of related experience.
• Proven ability with operational analyses, processes, and performance indicators.
• Ability to manage large-scale operations across single or multiple sites.
• Strong client management skills.
• Excellent organizational, written, and verbal communication skills.
• Capable of executing many complex tasks simultaneously in a fast-paced, deadline-oriented environment.

Sustained contract KPI compliance and high-volume customer service quality depend on the Back Office Manager, who leads daily operations spanning payment processing, scanning, fulfillment, inventory management, Image Review, and Walk-In Center functions. Based within a structured back office environment and overseeing multiple supervisors and CSRs, this role delivers the scheduling, performance management, and operational direction that protects both financial accuracy and customer satisfaction.

Leadership Responsibilities

• Understand program key metrics and report on KPIs, identifying performance opportunities and areas for improvement.
• Direct supervision of multiple supervisors with indirect supervision of CSRs.
• Interview, hire, train, and manage employees, including performance appraisals and corrective actions.
• Plan, delegate, and direct work while managing personnel issues and conflict resolution.
• Address internal and external complaints and resolve problems in accordance with policies and applicable laws.
• Set goals and career development opportunities for staff while balancing financial bottom-line and customer service levels.

Background & Experience

• Bachelor's degree in Business or Management or demonstrated equivalent.
• 8 or more years of back office experience, including 3 or more years in a management capacity and 1 year in a high-volume back office leadership role.
• Strong time management, problem-solving, and analytical skills.
• Experience managing a retail or live customer service operation, including cash reconciliation and deposit preparation.
• Mailroom and payment processing experience preferred.
• Computer proficient in MS Office.
• Demonstrated ability to work productively in a team environment.

As the Back Office Manager and Personal Assistant to the founder at Blue Horizon, this role owns calendar management, travel coordination, meeting facilitation, and database maintenance within a fast-moving family office environment. The Chief of Staff and founder rely on this work to ensure seamless day-to-day administrative operations, confidential document handling, and responsive support across a 24/7 schedule.

Accountabilities

• Act as point of contact internally and externally for all back-office-related topics.
• Manage and maintain schedule, appointments, and travel arrangements including flights, hotels, and accommodation.
• Arrange and coordinate meetings, including recording minutes and coordinating follow-up tasks.
• Maintain databases and file and retrieve digital documents as required.
• Conduct research and prepare reports and documents in support of the Chief of Staff.
• Provide general administrative support and manage all back office tasks related to the founder.

Position Requirements

• 5 or more years of experience as a Back Office Manager or Personal Assistant, preferably within a family office environment.
• PA diploma or certification is a plus.
• Knowledge of high-level office administrative practices and procedures.
• Proficient computer skills, including experience with database and productivity tools.
• Professional verbal and written English required (German is a plus).
• Excellent organizational, time management, and communication skills with ability to manage a 24/7 workload and meet deadlines.
• Proactive, discreet, adaptable, and able to work flexible hours, including weekends.

Back Office Manager delivers rigorous oversight of Fluxys Group's financial risk exposure by executing and recording cash transfers, guarantees, market transactions, debts, and hedging instruments in strict compliance with Group policies and EMIR reporting requirements. Success in the position means leading a Middle and Back Office team through coaching and development while producing creditworthiness analysis and an accurate Equity Register that sustains the Group's financial governance framework.

Strategic Responsibilities

• Control middle and back-office processes including petty cash management, AP payments, accounting, and administration in compliance with Group PoA delegations.
• Validate and ensure the quality of administrative and accounting processing for all financial transactions, including cash transfers, guarantees, market transactions, debts, and hedging.
• Monitor debt administration and ensure cost-effective banking transactions.
• Carry out equity administration and participate in the development of the credit risk policy.
• Monitor the group credit rating profile, perform self-assessment, and conduct counterparty credit risk analysis.
• Produce compliance and management reporting on Middle and Back Office activities and prepare budgets, forecasts, and reports in accordance with EMIR and internal principles.
• Lead the Middle and Back Office team through coaching, mentoring, and developing team members.

Minimum Qualifications

• Master's degree in Finance, Economics, or Business Engineering.
• 5 or more years of experience in treasury management in a bank or corporate back-office environment.
• In-depth knowledge of financial analysis, risk management, and regulatory reporting, including EMIR.
• Experience leading a team in a demanding and changing environment.
• Strong analytical skills with high accuracy and attention to detail.
• Proficiency in MS Office, particularly Excel, with knowledge of SAP and FIS Integrity as an asset.
• Excellent command of Dutch and French, with good knowledge of English.