- Team Leadership & Operations Management
Lead and supervise a team of AR Billing Associates, ensuring adherence to SLAs and quality standards.
Allocate workload, monitor productivity, and provide day-to-day operational support.
Conduct regular performance reviews, coaching, and mentoring sessions.
- Billing Oversight & Quality Assurance
Review and approve invoices prepared by the team, ensuring 100% accuracy.
Validate complex billing scenarios (contract billing, rate changes, credits, adjustments).
Ensure compliance with client SOPs, internal controls, and audit requirements.
- Escalation & Stakeholder Management
Handle customer escalations related to billing disputes, missing invoices, incorrect charges, or reconciliation issues.
Work closely with clients, sales, collections, finance, and operations teams for issue resolution.
Act as the primary point of contact for client billing reviews and governance meetings.
Prepare and publish daily/weekly/monthly billing performance reports.
Analyze trends, highlight billing defects, and recommend corrective actions.
Monitor KPIs such as billing accuracy, TAT, dispute rate, and DSO impact.
- Process Excellence & Continuous Improvement
Identify recurring billing errors and streamline processes to reduce defects.
Support automation initiatives (RPA, macros, system enhancements).
Document and update SOPs, work instructions, and training materials.
