Job Summary

• 15–18 years of experience in Order-to-Cash (OTC) billing, including dispute resolution.
• Strong working knowledge with SAP or any billing related ERP system
• 8+ years of team management experience with a minimum span of 60-70 resources
• Exposure to managing Utility Clients will be an added advantage

EDUCATION

• Bachelor’s degree B. Com/M. Com/MBA (Finance only)

Key Responsibilities

• Lead to a team of Billing, Credit and Payment specialists and ensure end to end ownership of service delivery
• Ensure team adherence to KPIs, SLAs on a daily, weekly and monthly basis by the respective track managers
• Ensure team productivity across all process tracks as outlined in the performance scorecard
• Ensure staffing requirements are effectively managed by track managers daily based on volume inflow
• Act as the primary escalation point for the client on all operational requirements
• Identify and drive process improvements, automation opportunities in existing processes across all tracks
• Drive employee engagement and development initiatives for the overall team
• Ensure team attrition is effectively managed to avoid any service delivery impact

Skill Requirements

• Proficient in MS Office (Excel, Word, PowerPoint), with strong analytical skills.
• Strong customer-centric approach with focus on service excellence.
• Ability to quickly adapt to new processes and systems
• Excellent multitasking, prioritization, and problem-solving skills.
• Strong organizational, time management, and stakeholder management abilities.
• Effective communication skills with the ability to collaborate across teams and influence outcomes.

Other Requirements