Manager - Transaction Management and Monitoring

**Cleo** **JOB DESCRIPTION** **Manager - Transaction Management & Monitoring** **Department: Support Level: Manager Location: Bangalore Type: Full Time** **Reports To: Senior Manager- TM&M** About Cleo Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between. Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain. Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops. The Opportunity Owns the end-to-end health, performance, and evolution of TM&M operations, ensuring predictable SLA delivery, stable transaction flows, and continuous transformation toward proactive and autonomous operations. What You'll Do ▸ Operational Ownership& SLA Governance ▸ • Own end-to-end performance of transaction monitoring, alerting, and resolution workflows ▸ • Establish governance for: ▸ o Incident management (P1/P2 discipline) ▸ o Backlog management ▸ o Capacity planning ▸ • Ensure predictability and zero surprises in operations ▸ ✅ Measure: SLA adherence trends, MTTR improvement, backlog aging stability ▸ People Leadership & Capability Development ▸ • Manage and develop a multi-level team (L1–L4) ▸ • Drive structured: ▸ o Goal setting ▸ o Performance reviews ▸ o Career progression plans ▸ • Build a culture of ownership, accountability, and continuous learning ▸ ✅ Measure: team performance consistency, internal promotions, attrition/engagement scores ▸ Transaction Reliability & Issue Prevention ▸ • Drive reduction in: ▸ o Transaction failures ▸ o Repeat incidents ▸ o Alert noise ▸ • Ensure strong RCA governance and closure of preventive actions ▸ ✅ Measure: repeat issue reduction %, system reliability trends, alert volume reduction ▸ Customer & Stakeholder Management ▸ • Represent TM&M in customer and leadership interactions ▸ • Ensure communication is: ▸ o Clear ▸ o Timely ▸ o Confidence-building ▸ • Align operations to customer business impact, not just technical metrics ▸ ✅ Measure: escalation trends, customer feedback, leadership confidence ▸ Process Excellence & Continuous Improvement ▸ • Drive SOP maturity, audit readiness, and standardization ▸ • Use data to identify inefficiencies and optimize workflows ▸ • Ensure decision-making is metrics-driven and outcome-focused ▸ ✅ Measure: process compliance scores, improvement initiatives delivered, audit readiness ▸ AI & Automation Leadership ▸ • Drive adoption and integration of AI initiatives ▸ • Identify opportunities for self-healing, predictive monitoring, and automation ▸ ✅ Measure: % of AI-assisted operations, manual effort reduction, efficiency gains What You Bring **Required** ▸ Experience with EDI mapping (EDI to XML, EDI to flat file etc.) ▸ Good understanding of ANSI X12 and EDIFACT standards. ▸ Experience with XML, flat files and spreadsheets. ▸ Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s. ▸ Team player with good written and verbal communication skills. ▸ Analytical and problem-solving skills. ▸ Strong People Management Skills ▸ Ability to lead/ manage large teams **Preferred** ▸ Experience in B2B/EDI Support role ▸ Experience in Cleo Products **Behavior Competencies** **Initiative& Innovation** *Ability to be proactive and develop new ideas* Level 3: Creativity Adapts existing solutions for new problems; applies creativity methods in problem solving. Mentors team members in developing initiative. *Note: • Adapts existing solutions to new operational* *challenges • Encourages team to move from issue* *resolution→ issue elimination*✅ *Measure: • Number* *of team-driven improvement initiatives • Reduction in systemic issues and operational noise* **Leadership& Management** *Ability to work within orlead a team* Level 3: Operational Management Manages a medium team: sets objectives, evaluates results, develops skills, organizes roles, and anticipates and manages conflicts. *Note: • Sets objectives, reviews outcomes, and* *develops team capability • Anticipates conflicts and manages them proactively*✅ *Measure: • Team SLA* *performance and consistency • Attrition and* *engagement levels • Skill progression across the team* **Planning& Organization** *Ability to manage tasks and activities* Level 3: Follow-up & Monitoring Checks progress against targets, reports as necessary, and takes action to resolve exceptions. *Note: • Monitors KPIs, identifies deviations, and takes timely corrective action* *• Maintains strong governance cadence (reviews, reporting, folow-ups)* ✅ *Measure:•% of KPIs consistently met* *• Action closure rate and timeliness* **Customer Focus** *Ability to manage relationships with customers* Level 3: Customer Care Ensures customer needs are central to team decisions and deliverable quality. Instills a customer-first mindset within the team. *Note: • Ensures prioritization and decisions reflect* *customer impact • Drives accountability for quality, clarity, and responsiveness*✅ *Measure: • Customer* *satisfaction and escalation trends • Reduction in customer-impacting incidents* **Interpersonal Communication** *Ability to communicate effectively with people* Level 3: Assertive Influence Assertively influences team members and stakeholders. Navigates cultural and interpersonal dynamics to drive alignment. *Note: •Influences decisions across Sup port,* *Engineering, and Leadership • Navigates complex stakeholder dynamics effectively*✅ *Measure:•* *Stakeholder feedback • Effectiveness of executive communication* **Achievement Focus** *Ability to achieve objectives* Level 3: Decision Making Makes timely, data-informed decisions. Balances priorities and team needs while maintaining momentum toward objectives. *Note: • Balances competing priorities without* *compromising outcomes • Takes ownership of decisions and their impact*✅ *Measure: • SLA* *performance under pressure • Decision turnaround time and effectiveness* **Solution Finding** *Ability to analyze situations and find accurate solutions* Level 3: Conceptual Thinking Connects complex operational issues to known models and frameworks. Guides team toward root cause analysis and durable solutions. *Note: • Connects recur ring issues to underlying* *operational or design gaps • Drives high-quality RCA* *and long-term fixes*✅ *Measure: • Reduction in repeat issues • RCA effectiveness and closure rate* **People Focus** *Ability to account for the human factor* Level 3: People Management Transfers knowledge and sustains skills development. Helps people understand their strengths and weaknesses through constructive feedback. *Note: • Provides regular, constructive feedback to individuals • Helps team members understand* *strengths and growth areas*✅ *Measure: •Individual* *growth progression of the team members • Team engagement and feedback scores Attrition* *Management & Control –Identifying potential key* *players to keep them motivated* **AI Fluency** **Support** Capable Adoptive Transformative MINIMUM BAR: Capable (all roles) EXPECTED: Adoptive **→**Transformative 6 months ago they did X manually; now a connected set of tools handles X, and they've picked up additional high-leverage work. Actively iterates on their AI workflows — treats their AI setup like a product with versions and updates. *At Transformative:*Has changed what their team does, not just how fast they do it. Categories of work either no longer exist or run without human involvement. Thinks about AI in terms of operating models and role design. *Expected to evolve TM&M from tool adoption to AI-driven operating model transformation, changing not just efficiency but how work is fundamentally done. What this looks like in practice Adoptive (Baseline) • Drives* *consistent use of AI tools across workflows• Replaces manual activities with AI-assisted processes •Improves* *operational efficiency and decision-making Transformative (Target State) • Redesigns workflows: o Eliminates* *repetitive work o Enables self-healing transaction flows • Treats AI workflows as products: oIterates, improves, and scales continuously • Reimagines roles and responsibilities: o From reactive sup port→ proactive & autonomous* *operations* **Why Cleo** Join. Grow. Lead the Future of Supply Chain. At Cleo we don't just manage supply chains — we orchestrate them. You'll be empowered to drive transformation, deliver excellence, and shape the future of global operations. Whether you're joining us from outside or growing within, this is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth. **WHY JOIN US** **Strategic Influence** Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide. **Innovation-Driven Culture** Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges. **End-to-End Visibility** **WHY GROW WITH US** **Leadership Development** Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career. **Internal Mobility** We prioritize internal talent — your next big opportunity could be just one conversation away. **Recognition & Impact** Your ideas matter. Your leadership is visible. Your success is celebrated. Lead across planning, sourcing, logistics, and fulfillment — connecting dots others can't see. **Sustainability at the Core** Help build ethical, transparent, and sustainable supply chains that make a difference. **Inclusive Community** Thrive in a diverse, collaborative environment where every voice is heard and respected. Total Rewards **Benefits** ▸ Medical, dental, and vision coverage ▸ 401(k) with company match (US) / PF & gratuity (India) ▸ Flexible PTO and company holidays Equal Opportunity Statement *Cleo is an equal opportunity employer. We celebrate diversity and are com mitted to creating an inclusive environment for all employees. A l qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected bylaw.* Cleo Cleo Communications US LLC · · Cleo Never Stops. *Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.*