Senior Manager

About WeWork India

Launched in 2017, WeWork India is one of Indias leading premium flexible workspace operators - GPTW certified (Nov 2024 Nov 2025, Dec 2025 Dec 2026). WeWork India has been the largest operator by total revenue for the past three fiscal years*. Since its inception, WeWork India has expanded across 8 cities in Chennai, New Delhi, Gurugram, Noida, Mumbai, Bengaluru, Pune, and Hyderabad, with 73 operational centres spanning 8.2 million square feet (as of December 2025). WeWork India has played a significant role in the growth of the flexible workspace sector and contributed to the evolution of its products and services, providing customised and curated solutions for various office space needs*.

For more information, please visit our website https://wework.co.in/

Role and Responsibilities:

1. Operational Leadership

• Lead and manage Contracts and Billing teams operating in a high-throughput, transaction-heavy environment.
• Ensure daily operational stability, adherence to SLAs, and predictable turnaround times.
• Act as the single point of accountability for operational performance and delivery.

2. Oversee Contracts, Billing & Collection Execution

• Oversee end-to-end contract lifecycle management, including contract set-up, amendments, renewals, and closures, ensuring accuracy and completeness at all stages.
• Ensure timely and accurate invoice generation, supported by proactive invoice reviews prior to issuance to minimise downstream disputes and rework.
• Own billing accuracy, completeness, and timeliness, ensuring invoices are raised strictly in line with contract terms and approved pricing structure.
• Lead exception handling and escalation management, ensuring issues are resolved quickly with minimal impact on revenue and collections.
• Drive dunning and collections activities post the contractual due date (10th of every month), with: Structured follow-ups, Weekly status updates, Clear reporting highlighting overdue balances, risks, and potential revenue exposure
• Establish and manage query and workflow management mechanisms to ensure timely resolution of billing and contract-related queries, keeping invoices on track to meet collection targets.
• Own DSO (Days Sales Outstanding) process governance, ensuring: Drive downstream ownership (Sales & Community Team) and management review cadence, Timely execution of agreed actions, Structured reporting and follow-up post management reviews and feedback
• Partner closely with Revenue Assurance ( Pricing ) Sales, Legal, and Finance controllership teams to ensure seamless handoffs, aligned priorities, and end-to-end accountability from contract to cash.

3. Process Design & Enhancement

• Design, document, and standardise end-to-end processes across contracts and billing.
• Identify inefficiencies, leakages, and manual interventions; drive automation and simplification.
• Establish clear SOPs, controls, and checklists to reduce dependency on individuals.

4. Reporting & Governance

• Build and maintain operational dashboards covering: Volumes, backlog, SLA adherence, Error rates and rework, Revenue impact and exceptions
• Provide structured, insightful reporting to senior stakeholders.
• Lead periodic operational reviews and root-cause analysis.

5. Continuous Improvement & Scaling

• Apply shared services best practices to improve: Productivity, Quality, Cost efficiency
• Prepare the function to scale with business growth without a linear headcount increase.
• Drive a culture of process discipline, ownership, and accountability.

6. People & Stakeholder Management

• Recruit, develop, and manage team leads and frontline teams.
• Embed a call-centre style operating rhythm: Clear KPIs, Daily/weekly performance tracking, Structured coaching and feedback
• Manage attrition, training, and succession planning.
• Develop relationships with internal teams ( Sales, Legal, Community, Finance, Controllership) & members.
• Proactively gather information on their needs to identify both WeWork internal and members that would enable achieving continuous improvement & scaling goals.

Experience and Qualifications:

• 10+ years of experience in Shared Services / Operations / Call Centre environments
• Direct experience running large, process-driven teams (contracts, billing, order management, or similar)
• Strong understanding of SLA-based operations and performance management
• Proven ability to build and stabilise operations at scale
• Excellent communication and presentation skills, Proven ability to work collaboratively with cross-functional teams, Stakeholder management with Senior Leadership
• Experience in Invoicing & Billing Accuracy, Contract-to-Bill Compliance, Collections & Dunning Effectiveness, DSO (Days Sales Outstanding) Governance, Query & Workflow Management, Operational Excellence & Productivity, Reporting & Governance, People & Stability Metrics
• Exposure to Finance Operations, Revenue Assurance, Order-to-Cash, or Billing
• Experience with ERP / billing systems and workflow tools
• Process excellence / Lean / Six Sigma exposure
• Experience transitioning teams from execution-focused to insight-driven
• Ability to exercise discretion and confidentiality with sensitive company information
• Operationally rigorous, calm under pressure
• Process-first thinker, not person-dependent
• Comfortable running high-volume operations with discipline
• Data-driven, with strong reporting instincts
• Ability to balance control with continuous improvement
• Comfort in working in situations that require ground-up conceptual thinking to structure and create frameworks. Strong team player, acts as an owner and ultimately focuses on delivering results with high standards without compromising on integrity
• Bring to the table a design-thinking mindset with the ability to experiment and arrive at conclusions based on data