Global Billing Operations - Manager

Manager – Billing (Global Delivery)

Job Title: Manager – Billing

Reports To: Assistant Vice President – Billing

Department: Global Billing Operations

Location: [Insert Location]

Job Summary:

The Billing Manager is responsible for day-to-day execution of billing operations across clients, ensuring invoicing accuracy, compliance with contractual and regulatory requirements, and process efficiency. This role also contributes to transformation initiatives, including migration to the end-state billing platform and operational automation.

Key Responsibilities:

Operational Delivery:

- Oversee accurate and timely generation and validation of invoices in accordance with client SLAs and regulatory requirements.

- Drive operational adherence to controls, audits, and reconciliation processes.

- Monitor and reduce invoicing errors, discrepancies, and rework.

- Contribute to the implementation of automation tools and new billing platforms.

Performance & Transformation KPIs:

- Achieve monthly and quarterly targets related to:

- Invoicing accuracy and error reduction

- Billing cycle time

- Timely support of platform transformation activities

- Maintain and report on operational dashboards and performance metrics.

Communication & Stakeholder Coordination:

- Serve as the point of contact for escalations and coordination with internal teams (Delivery, Finance, Risk, IT).

- Communicate billing issues clearly and proactively resolve disputes with client-facing teams.

- Ensure documentation, billing SOPs, and client-specific requirements are well maintained and shared.

Team Leadership & Governance:

- Supervise and mentor billing analysts and associates, ensuring performance alignment.

- Conduct regular team reviews, quality audits, and training to build capability.

- Ensure compliance with internal policies, SOX controls, and external regulations.

- Result-oriented with an ownership and accountability mindset

- Drive pay for performance and culture of performance differentiation

- Executive presence, managing with influence and effective communication across stakeholder groups both regionally and globally

- Embed risk excellence culture across the teams

- Encourage and drive a culture of change and ideation

- Understanding of cost/budgets 

Qualifications:

- Bachelor’s degree in Finance, Accounting, or a related field.

- 7–9 years of billing operations experience, preferably in BFS or BPO/shared services.

- Hands-on experience with ERP and billing platforms (e.g., SAP, Oracle).

- Strong communication, analytical, and team management skills.

- Familiarity with controls, audits, and regulatory compliance in financial services.

Assistant Vice President – Billing (Global Delivery)

Job Title: Assistant Vice President – Billing

Reports To: Vice President – Global Billing & Operations

Department: Global Billing Operations

Location: [Insert Location]

Job Summary:

The AVP – Billing provides leadership for multi-regional billing operations, ensuring high-quality service delivery, platform transition readiness, and process excellence. This role acts as a strategic partner across functions and supports transformation, automation, and compliance efforts.

Key Responsibilities:

Operational Leadership:

- Lead and manage billing teams across geographies, ensuring end-to-end process ownership and SLA adherence.

- Ensure operational delivery aligns with client contracts, internal controls, and industry regulations.

- Drive initiatives to reduce billing errors, improve turnaround time, and enhance customer satisfaction.

- Result-oriented with an ownership and accountability mindset

- Drive pay for performance and culture of performance differentiation

- Executive presence, managing with influence and effective communication across stakeholder groups both regionally and globally

- Embed risk excellence culture across the teams

- Encourage and drive a culture of change and ideation

- Lead/drive commercial acumen – review of cost/budgets

- Taking accountability of end-to-end outcomes as an enterprise, collaborating across functions/business and locations

Transformation & KPI Management:

- Support enterprise-wide platform transformation by aligning regional billing operations with the end-state architecture.

- Track and improve performance metrics, including:

- Reduction in invoice errors and disputes

- Timely onboarding to the new billing platform

- Reduction in manual processing and exception handling

- Drive system adoption, process standardization, and digital integration.

Stakeholder Management & Communication:

- Collaborate with key stakeholders in Finance, Delivery, Risk, Legal, and Technology to align on billing priorities and issue resolution.

- Present operational updates, risk items, and performance trends to senior leadership.

- Ensure consistent, transparent communication with client-facing teams and global process owners.

Team Development & Compliance:

- Develop leadership capability in billing managers and high-potential team members.

- Ensure strong governance of billing controls, audit preparedness, and policy adherence.

- Lead root cause analysis and continuous improvement initiatives across teams.

Qualifications:

- Bachelor’s or Master’s degree in Finance, Accounting, or Business Administration.

- 10+ years of experience in billing or finance operations, including at least 3–5 years in a leadership role.

- Proven experience in the BFS sector or global delivery/shared services context.

- Deep understanding of billing systems, transformation projects, and risk control frameworks.

- Strong stakeholder management, leadership, and strategic communication skills.