Manager - Transaction Management and Monitoring

About this role

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:…