A fantastic role has arisen for a Billing Operations Manager to join a fast growing, Business to Consumer company based in Central London. This offers significant exposure to senior stakeholders and excellent flexibly.
Benefits:
- £60,000-70,000 base salary
- 10% annual bonus
- Hybrid working - 1 - 2 days a week in the office (Central London)
- Life Assurance
- Private medical and Dental cover
Responsibilities:
- Lead, train and develop a Billings team of 10 heads with 2 Seniors as direct reports.
- Oversee the timely and accurate processing of all customer related transactions and interactions.
- Regular review, reporting and management of performance KPIs across the team
- Identify issues and improvements; manage the solutions to implementation
- Ensure all processes are complete, efficient and robust and limit risk and potential fraud
- Introduce and champion best practice processes and reporting, including the introduction of automation where this will drive efficiency
- Work with a diverse group of internal and external customers and stakeholders. Champion high quality customer service, develop, lead and manage positive relationships with other departments (CS, Sales, etc) and External 3rd parties i.e. Customers, DD provider.
- Proportionate resolution of escalated financial issues and complaints from customers.
- Manage and motivate team performance, conducting performance reviews, training, etc and incentivising the right behaviours
- Agree, manage and report on performance of KPI and SLA thresholds with the Deputy CFO. Identify issues with recommendations to address.
- Debtors Days
- Activity Backlogs and turnarounds
- Call and connection volumes
- SLA adherence (internal and external customers)
- Trustpilot Scores for customer satisfaction
- Ensure all policies, processes and procedures are fully documented relating to AR and billing operations.
- Supporting new product and proposition development as the subject matter expert for the business in AR and Billing.
- Ensure accurate revenue recognition, in particular oversee systems and controls to reduce leakage.
Requirements:
- A capable people manager, with a background in Accounts Receivable and billing operations
- Previous experience of working within a B2C or B2B environment.
- Aptitude and appetite to drive improvement of processes and procedures
- Can do attitude, challenging the status quo and demanding customer service excellence.
- Attention to detail and an ability to provide clear and concise reporting for senior management.
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