T&T - Customer - CS&D - Manager | F&A Operate: Order to Cash | Delhi | Finance Trans

OTC Manager

OTC Billing Manager, Pune India.

Roles & Responsibility

1. Operations Management

1. The Senior Billing Manager for the EMEALA region will oversee the billing operations across Europe, the Middle East, Africa, and Latin America.

2. Responsible for ensuring accurate and timely billing processes, managing a team of billing managers and specialists, and collaborating with various departments to streamline billing procedures and improve customer satisfaction.

3. Accountable to drive results to enhance business performance. Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them

4. Lead, mentor, and develop a team of billing managers and specialists, providing guidance and support to achieve departmental goals.

5. Resource forecasting basis volume projection and availability of current resources

6. Process Improvement: Identify and implement process improvements to enhance billing accuracy and efficiency.

7. Audit and Compliance:

o Conduct regular audits of billing processes and records to ensure accuracy and compliance with internal and external standards.

o Develop and implement audit procedures to identify and rectify discrepancies.

o Collaborate with internal and external auditors during audits and ensure timely resolution of audit findings.

o Manage risks and controls; promote a culture of transparency

8. Customer Relations: Address and resolve billing inquiries and disputes from customers in a timely and professional manner.

9. Reporting: Prepare and present regular reports on billing activities, performance metrics, and financial data to senior management.

10. Collaboration:

o Work closely with the finance, sales, and customer service teams to ensure seamless billing operations and resolve any issues that arise.

11. Collaborate with the Global Process Owner (GPO) and Continuous Improvement (CI) teams to align billing processes with global standards and initiatives

12. Drive resolution of disputes, past due reduction and reduce DSO to help business meet their goals

13. Be proactive and encourage innovate ideas to improve service deliverables, based on improved performance/efficiency and with an understanding of risk

2. People Management

· Responsible for team performance

· Plan team capacity, allocate work accordingly and address potential bottlenecks/ backlogs proactively

· Develop, and train team members to ensure a positive, open, and flexible work environment

· Manage and motivate team members to have a better rate of retention

· Should guide and coach team members to help them achieve their short-term and long-term goals

· Ensure all published reports are correct and errorless

· Develop a specific management culture for shared services aiming efficient service delivery

· Conduct regular team meetings, share billing and cash goals, and provide feedback on teams’ performance.

· Initiate 1:1 and performance appraisal discussions with team and share constructive feedback

3. End-to-End Process Improvements

· Ensure adherence to internal and external guidelines as well as to a standardized process landscape

· Contribute ideas and actions towards the continuous improvement of processes within area of influence

· Initiate and support process improvement initiatives and related projects

4. Relationship Management

· Respond to stakeholders on a timely manner

· Maintain a positive cross functional relationship with other teams of OTC

· Should be a part of the extended leadership team of CFO

What we look for

· Minimum: Postgraduate / Master’s Degree in any stream
• Working experience within a Shared Services, Captive/Outsourced environment supporting North America region is mandatory
• Should have an experience in Call Centre model working on both Inbound and Outbound

· Knowledge: Familiarity with regional billing regulations and practices in the EMEALA region is preferred.

· Working in EU working hours is a mandatory requirement
• Around 7 years people management experience is preferred

· 10-15 years of experience in Billing and OTC Processes in a Global/MNC environment, Includes managing teams of >30 people over this period

· Experience in EMEALA process transition would be preferred

· Strong leadership and team management skills.

· Excellent analytical and problem-solving abilities. Ability to perform root cause analysis; create and implement tangible actions to address key process and/or operational opportunities

· Proficiency in billing software and financial systems.

· Strong communication and interpersonal skills.

· Ability to work under pressure and meet tight deadlines.

· Strong Business Process documentation skills

· Project and Process Programs (Transformation and/or Continuous Improvement) is a desired skill

· Adherence to Organization Policies & Procedures, which includes SOX Compliance

· Ability to clearly articulate team performance with key stakeholders in the business (BU GM’s, CFO’s, Sales leads) in a clear, concise action-oriented manner

· Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP) will be preferred

· Excellent customer service, business communication (both verbal and written) and follow-up skills with the ability to work in a fast-paced team environment while meeting deadlines