Specialist Operations - MSP
Bengaluru, India
The Operations Specialist coordinates onboarding processes for contractors and oversees the work of onboarding and engagement specialists. They ensure compliance, enhance engagement, and educate managers and suppliers on onboarding procedures. The specialist measures results, seeks improvements, and creates
monthly business review summaries for operational and onboarding services. They also work on business forecasts. Additionally, they manage VMS invoicing for MSP clients and business partners, ensuring system approvals, timely invoice delivery to clients' Accounts Payable, and maintaining standard operating procedures. This role requires expertise in system monitoring, processes, reporting, and database management. The specialist provides analysis, management reporting, and recommends process improvements to enhance efficiency. They serve as a front-line support contact for internal teams, clients, vendors, and users of Vendor Management Software, handling escalations, communicating ongoing issues, and ensuring timely resolutions. Responsibilities also include case review, data entry, and system maintenance within VMS technology
- Ensures all required approvals and steps in the VMS tool are completed per program process flows and recommends process optimizations to enhance efficiency and customer service.
- Oversees the accurate and timely delivery of invoice files, communicating with clients as needed.
- Monitors accounts receivable and payable reports to ensure third-party vendors are paid per contract terms, notifying relevant parties of potential late payments and suggesting improvements where applicable.
- Investigates and resolves process and tool errors, performing root cause analysis and providing feedback to the MSP Program Manager to prevent future issues
- Utilizes standardized responses and processes to resolve customer issues while adapting solutions to ensure the highest level of service.
- Maintains and continuously expands knowledge of supported software solutions and customer business processes. Identifies and escalates complex customer issues following the standard escalation process.
- Provides ongoing training to team members based on individual or business needs and assists with onboarding new hires to ensure adherence to established standards and practices.
- Supports the Program Manager with new hire screening and onboarding.
- Adheres to standard operating procedures for all activities and reports process flow issues to the MSP Program Manager.
- Engages with internal and external customers to resolve inquiries professionally and efficiently.
- Coordinates onboarding processes of contractors, mitigating compliance risks, and working on the engagement of the onboarding process.
- Educates managers and suppliers on onboarding processes.
- Measures results and looks for improvements in operational and onboarding services
- Bachelor’s degree preferred with a focus in Staffing or Business desired.
- Five (5) to seven (7) years of MSP operations experience is required.
Posting date: 19-07-2026
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Values profile
Careers are about finding that perfect fit. How do you align with Pontoon’s Values? (1 Beginner – 10 Expert)
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Passion Do you bring enthusiasm and positivity to work? How do you celebrate successes?10
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Collaboration Do you work well with others, share ideas, support individual strengths, and aim to succeed as a collective?8
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Inclusion Do you support diversity, and realise the benefits of individuality in the workplace?10
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Courage Are you willing to challenge the status quo by learning, trying new things, and taking bold actions to achieve innovation?9
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Customers at the Heart Can you be understanding and compassionate to customers’ and candidates’ needs? Do you value building trust with partners to foster mutual success?9
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