The role of Billing Manager is pivotal within our North America Shared Service Center, operating remotely across various sites. This role encompasses managing the Billing Team and ensuring seamless day-to-day operations of our billing processes and transactions. The Billing Manager will allocate tasks across designated queues within our shared services to ensure adherence to Service-Level Agreements (SLAs), playing a crucial role in supporting our business units effectively.

Responsibilities:

• Act as the go-to expert for the Billing area within Shared Services, guiding customer invoice creation, management, the resolution of errors, enhancing productivity, key performance metrics (KPIs), and reporting.
• Spearhead improvements in billing processes by establishing a culture of continuous enhancement within the Shared Services Billing domain.
• Lead and mentor a geographically dispersed billing team, setting clear SMART objectives, overseeing productivity and quality, and facilitating professional growth and coaching.
• Develop a comprehensive training regimen tailored to the billing team’s requirements to ensure unparalleled service across The Company, with a focus on customer satisfaction.
• Represent the billing function as a Subject Matter Expert during ERP Oracle implementation phases, ensuring Billing's needs and enhancements are addressed in governance forums.
• Regularly track, manage, and present key performance indicators (KPIs), dashboards, benchmark metrics, and SLAs to maintain transparency and inform leadership of performance and outcomes.
• Prepare and distribute a monthly performance report to convey achievements and results to the company's leadership.
• Serve as the initial contact point for resolving customer billing concerns, collaborating closely with Accounts Receivables (AR) to facilitate customer balance reconciliations.
• Implement and manage an escalation process to promptly address and resolve billing disputes, thus enhancing customer satisfaction.
• Provide requisite financial documentation and support to internal audit teams, emphasizing SOX compliance.
• Coordinate with IT support to manage Billing-related tickets, prioritizing resolution of billing system issues to enhance ERP system performance and address inefficiencies.
• Engage in regular testing activities such as Quarterly Oracle Cloud upgrades and User Acceptance Testing (UAT), in alignment with IT/Oracle team standards or billing-related training initiatives.

Qualifications:

• A Bachelor’s degree in Accounting/Finance
• 4+ years experience managing billing operations across multiple sites
• Leadership experience in Shared Service billing or AR
• Proficiency in Microsoft Office Suite
• Familiarity with ERP systems, particularly Oracle Cloud ERP
• Participation in IT/ERP governance meetings, with focus on billing or AR
• Successful implementation of SOX controls in Shared Service environments
• Knowledge of continuous improvement methodologies like Six Sigma and Kepner T
• Ability to establish KPIs, enhance processes, and improve ERP systems for billing efficiency
• Exceptional organizational skills for managing multiple tasks and adapting to changing priorities
• Strong leadership capabilities for guiding and developing remote billing teams
• Excellent communication, problem-solving, and prioritization abilities for dynamic work environments
• Dependable personality with keen attention to detail and accuracy

Leadership and Supervision Expectations:

• Effectively manage and support a remote team comprising 8-10 direct reports

Travel Requirements:

• Occasional travel, up to 25% as necessary, to support business needs