Key Responsibilities
Review and provide input on billing team activities
- Ensure accurate, timely and consistent billing on an ongoing basis
- Provide input and guidance for exception-based billing
- Provide input for revenue adjustments
- Provide approvals where required for billing activities e.g., for free text invoice
- Receive and manage escalations or issues in relation to billing
- Manage region-specific reporting or other ad hoc requests
- Supervise billing functional team across multiple levels
- Establish strong working relationships with direct reports to ensure satisfaction and talent retention
- Mentor and guide direct reports, sharing expertise and knowledge to support growth and development
- Conduct and prepare performance reviews of direct reports in a timely manner and identify areas of development
- Ensure billing team are meeting performance targets and investigate when not achieved
- Ensure direct reports maintain Key Performance Indicator (KPI) results within management expectations where necessary
- Foster adoption of the company culture and values and mindset shift to one Shared Service Centre (SSC) team
- Monitor billing teams required training to ensure adherence to company compliance policies & procedures
- Direct billing period close and consolidation
- Ensure billing activities for period end close are completed in a timely and accurate manner in line with the agreed period end timeline
- Review and provide additional guidance on billing issues and reconciliation to GL
- Resolve period close issues or queries that requires judgement and expertise
- Review financial and regulatory reporting and audit materials related to billing activities and transactions
- Support continuous improvement of the O2C processes in the SSC
- Work with the Global O2C Delivery Led to action and execute O2C process strategy
- Raise feedback for potential opportunities to optimize and standardize methods and processes
- Ensure in-scope billing processes are documented and stored on the assigned shared location
- Monitor and report on key performance indicators (KPIs) for measuring performance of billing processes against agreed SLAs
- Ensure billing team compliance
- Ensure policies and procedures are followed by billing team performing tasks during and outside period end close
- Ensure all O2C controls are adhered to and documented appropriately
- Support implementation of risk management process and associated controls in line with company policies
- Respond to requests from regulatory authorities and auditors
- Collaborate with customers, third parties and other teams
- Liaise with stakeholders across the business to ensure requirements are met, for example, to oversee that requests from Business Partners are actioned by the billing team in a timely and accurate manner
- Act as first point of contact/escalation level for customer requests, issues, or incidents and ensure billings, negotiations, and investigations are handled appropriately
- Collaborate with Master Data team for required data points, best practices and standards and data issues
- Collaborate with other SSC process delivery teams to exchange information, as required, and support process improvement where dependencies may exist
Skills & Experience
- 5+ years management service delivery experience in O2C billing SSC operations, with a track record of managing team
- 3 years of people management experience with the ability to effectively direct and prioritise work of others
- Strong English language skills
- Advanced MS Excel skills with a proven aptitude to interpret customer and financial data
- Working knowledge of core finance and specifically billing systems, ERP and related specialty functional systems, frameworks, and functionality
- Deep understanding and enforcement of finance business processes, billing policies, and statutory accounting principles to ensure compliant SSC operations
- Applied experience in O2C billing and invoice processing
- Experience performing and/or leading teams performing billing tasks/procedures at a moderately difficult to considerably difficult level
- Examines issues and makes informed recommendations related to closing cycles
- Demonstrate logical thought process to simplify complex issues and technical concepts, and to facilitate issue resolution
- Ability to interact with company stakeholders to ensure a high quality of service, while balancing expectations and realisations
- Ability to work in a fast-moving environment with a proactive approach, accustomed to working towards tight deadlines whilst maintaining quality of work
- Excellent communication and negotiation skills with a strong ability to interact with customers and resolve issues
Beneficial to have:
- Leadership experience, ideally within a billing function
- Experience with MS Dynamics
- Conversant in other languages beside English
- Bachelor's degree in finance, Accounting, Economics, or other business-related discipline
