TL III, Billing & Credit

• Lead and manage a team of 15-20 members, including billing specialists, credit analysts, and cancellation coordinators.
• Monitor daily operations to ensure timely and accurate billing and credit decisions.
• Oversee cancellation workflows, ensuring compliance with company policies and customer satisfaction. •Monitoring daily targets to assure goals are achieved
• Analyze billing and credit data to identify trends, risks, and opportunities for process improvement.
• Collaborate with cross-functional teams including Client Services, Account Management, Sales, Customer Service, Customer Success and IT to resolve issues and implement enhancements.
• Develop and maintain performance metrics and KPIs for the team.
• Coach, mentor, and develop team members to achieve individual and team goals.
• Handle escalations and complex cases with professionalism and efficiency.
• Ensure adherence to regulatory requirements and internal controls.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
• Conducts hiring interviews and train team members as well as identify training needs
• Tracking and maintaining metrics for a variety of data includes attendance, productivity, etc.
• Oversee workflow to ensure even and accurate distribution of workload to maximize productivity and performance
• Document departmental procedures and work instructions in compliance with quality standards
• Regularly review departmental processes and work flows with view of improving efficiency and to ensure compliance with policies and standards.
• Performs related duties and special projects as assigned

• Minimum of 5 years’ experience in billing, credit and cancellation operations.
• Minimum of 3 years’ experience as Supervisor/Team Lead
• Bachelor’s Degree required with accounting background
• Excellent accounting software (Oracle is a plus) user and reporting skills
• Technical Proficiency: Familiarity with billing systems, CRM tools (Salesforce is a plus), and Microsoft Office Suite (especially Excel)
• Willing to work night shifts as per US time zones

• Leadership & People Management
• Building Trust/Integrity
• Customer and Result Focus
• Innovation & Change Management
• Decision Making & Judgment
• Influencing Others
• Innovation & Change Management
• Results Focus & Initiative
• Planning and Organizing
• Analytical Thinking
• Thought Leadership

• Excellent understanding of Order to Cash cycle process
• Strong knowledge of Billing, Credit and Cancellation operations
• Excellent negotiation, motivation and customer service skills required
• Excellent verbal and written communication skills with demonstrated abilities to establish, develop, and maintain productive business relationships at all levels of the organization
• Demonstrated excellent leadership skills
• Possess ability to investigate, analyze and in coordination with management, resolve departmental issues •Possess ability to work efficiently and accurately, and to organize and plan work.
• Possess flexibility and adaptability to work additional hours and to work under stress.
• Ability to establish and maintain effective working relationships and communicate clearly with customers both internally and externally
• Highly detail oriented and well organized with a great sense of urgency
• Ability to work independently, multitask and take ownership
• Ability to prioritize and manage multiple responsibilities in a deadline driven environment
• Target oriented and resolution mind set
• Keen eye for process and quality improvement
• Ability to develop, implement and assess performance metrics
• Ability to work overtime when needed
• Some travel may be required as necessary Physical Demands and Working Conditions Should be able to work in Night Shift, US Business Hours.

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