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Billing Manager
ConfidentialCasablanca Metropolitan Area, MoroccoIl y a plus de 30 jours
Description de posteUniversity Degree in Business Administration, Finance, Supply Chain Management or related field Deep understanding of Commercial, Customer contract and Billing processes Experience in BPO / Shared Services At least 5 years of Team Leader experience, preferred in a Shared Service Center setup Strong experience in managing a team by implementing and leveraging KPI / SLA metrics Compelling service mentality and Customer first mindset Experience as Process Expert with solid background in process management, operational excellence and project management Strong conceptual and analytical skills in the optimization of processes Excellent learning agility and speed, constantly challenging status-quo and looking for best in class solutions / innovations Demonstrable ability to work with key stakeholders in multiple countries and at various levels to get buy-in and commitment Hands-on person with drive, persistence and can-do-attitude working with limited resources Excellent communication skills, able to clearly articulate position with clarity at all levels of a complex organization High energy, high motivation High proficiency in spoken and written English as the corporate language
Job Summary
The Billing Manager is leading the contract & billing operations in the Business Service Center.
The role is responsible for the timely and accurate execution of contract & billing processes with meeting internal / external guidelines and agreed targets. The role must collaborate with functional and operational departments on global, regional and country level to pursue process standardization and continuous improvement. The role is responsible to build and lead a winning team.
Job Responsibilities
- Oversee the timely and accurate delivery of contract & billing processes incl. new customer contract & billing setup; configuration of billing rules; ad-hoc and pre-defined billing rule updates; monitoring, validation & correction of billing errors.
- Make sure customer contracts are correctly understood to derive correct billing logic
- Identify, analyse and correct process errors and deficiencies (incl. process inputs & outputs)
- Ensure timely and accurate processing of service requests and transactions within the team
- Safeguard quality standards through frequent reviews / spot checks of processed transactions
- Ensure that adequate and updated process documentation and desktop procedures exists and is used
- Handling of queries and escalations from internal customers
- Implement end-to-end process performance indicators and regular performance reviews to identify & prioritize optimization potentials
- Report on service level agreements (SLAs) as per defined cadence
- Meet service level- and performance targets and analyse team performance & productivity with deploying corrective measures
- Manage and take responsibility for team capacity, activity assignments, backup planning, training and development plans of team members
- Ensure compliance to corporate policies, guidelines and internal controls for concerned countries
- Continuously seek out better ways of executing processes and support process improvement initiatives
- Translate process change requirements & improvements into IT requirements
- Establish and maintain strong, collaborative relationships with key stakeholders and ensure customer satisfaction is achieved
Qualifications and Competencies
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Manager • Casablanca Metropolitan Area, Morocco