T&T - Customer - CS&D - Manager | F&A Operate: Order to Cash | Delhi | Finance Trans

OTC ManagerOTC Billing Manager, Pune India. Roles & Responsibility1. Operations Management1.The Senior Billing Manager for the EMEALA region will oversee the billing operations across Europe, the Middle East, Africa, and Latin America. 2.Responsible for ensuring accurate and timely billing processes, managing a team of billing managers and specialists, and collaborating with various departments to streamline billing procedures and improve customer satisfaction.3.Accountable to drive results to enhance business performance. Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them4.Lead, mentor, and develop a team of billing managers and specialists, providing guidance and support to achieve departmental goals.5.Resource forecasting basis volume projection and availability of current resources6.Process Improvement: Identify and implement process improvements to enhance billing accuracy and efficiency.7.Audit and Compliance:oConduct regular audits of billing processes and records to ensure accuracy and compliance with internal and external standards.oDevelop and implement audit procedures to identify and rectify discrepancies.oCollaborate with internal and external auditors during audits and ensure timely resolution of audit findings.oManage risks and controls; promote a culture of transparency8.Customer Relations:Address and resolve billing inquiries and disputes from customers in a timely and professional manner.9.Reporting:Prepare and present regular reports on billing activities, performance metrics, and financial data to senior management.10.Collaboration:oWork closely with the finance, sales, and customer service teams to ensure seamless billing operations and resolve any issues that arise.11.Collaborate with the Global Process Owner (GPO) and Continuous Improvement (CI) teams to align billing processes with global standards and initiatives12.Drive resolution of disputes, past due reduction and reduce DSO to help business meet their goals13.Be proactive and encourage innovate ideas to improve service deliverables, based on improved performance/efficiency and with an understanding of risk2. People ManagementResponsible for team performancePlan team capacity, allocate work accordingly and address potential bottlenecks/ backlogs proactivelyDevelop, and train team members to ensure a positive, open, and flexible work environmentManage and motivate team members to have abetter rate of retentionShould guide and coach team members to help them achieve their short-term and long-term goalsEnsure all published reports are correct and errorless Develop a specific management culture for shared services aiming efficient service delivery Conduct regular team meetings, share billing and cash goals, and provide feedback on teams performance. Initiate 1:1 and performance appraisal discussions with team and share constructive feedback3. End-to-End Process ImprovementsEnsure adherence to internal and external guidelines as well as to a standardized process landscapeContribute ideas and actions towards the continuous improvement of processes within area of influenceInitiate and support process improvement initiatives and related projects4. Relationship ManagementRespond to stakeholders on a timely mannerMaintain a positive cross functional relationship with other teams of OTCShould be apart of the extended leadership team of CFOWhat we look forMinimum: Postgraduate / Masters Degree in any streamWorking experience within aShared Services, Captive/Outsourced environment supporting North America region is mandatoryShould have an experience in Call Centre model working on both Inbound and OutboundKnowledge: Familiarity with regional billing regulations and practices in the EMEALA region is preferred.Working in EU working hours is a mandatory requirementAround 7 years people management experience is preferred10-15 years of experience in Billing and OTC Processes in a Global/MNC environment, Includes managing teams of >30 people over this periodExperience in EMEALA process transition would be preferredStrong leadership and team management skills.Excellent analytical and problem-solving abilities. Ability to perform root cause analysis; create and implement tangible actions to address key process and/or operational opportunitiesProficiency in billing software and financial systems.Strong communication and interpersonal skills.Ability to work under pressure and meet tight deadlines.Strong Business Process documentation skillsProject and Process Programs (Transformation and/or Continuous Improvement) is a desired skillAdherence to Organization Policies & Procedures, which includes SOX ComplianceAbility to clearly articulate team performance with key stakeholders in the business (BU GMs, CFOs, Sales leads) in a clear, concise action-oriented mannerSystems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP) will be preferredExcellent customer service, business communication (both verbal and written) and follow-up skills with the ability to work in a fast-paced team environment while meeting deadlines