- Recruits, hires and trains a team of professionals who deliver exceptional customer service and work together to achieve agreed upon targets and goals
- Oversees effective team operations by implementing process, productivity, quality, and customer service standards
- Organizes and assigns activities to team members to ensure continuity of operations and a high level of internal customer satisfaction
- Prioritize, monitor, and ensure the balance of employee workloads
- Coach and develop resources, building skills over time through training and development programs, as we'll as project assignments
- Suggests and assists with the development and implementation of new processes
- Performs weekly inventory analysis, monitoring unbilled and billed aging of accounts
- Assists in the analysis and preparation of billing and cash forecast reports
- Proficiently conducts account analysis in both open and closed history with the ability to identify root causes and assist staff in resolving issues.
- Manages employee performance by providing coaching and completing performance evaluations
- Provides guidance on day to day activities and resolves escalations on account activities
- Organizes and leads team conference calls as needed to facilitate effective communication, teaming and achievement of goals
- Identifies billing system/process improvements and maintains/updates written procedures
- Acts as first level of escalation to help resolve issues; Provides guidance to billing team on AR issues and resolution
- Provides guidance to team on preparing accurate and complex billing spreadsheets
- Reviews account assignments based on established client/customer criteria and adjusts as necessary
- Acquires significant knowledge of various customer payment processes and suggests effective strategies to effect prompt payment from customers..
- Analyzes recurring issues and organizes appropriate resources to implement plans to resolve internal and client-related issues preventing client payment
- Solicits and appropriately responds to feedback from key stakeholders (Finance, CSPs, FMAs) to ensure customer satisfaction and high quality
Analytical/Decision Making
- Uses good judgment in applying concepts and guidelines; guides team in effective problem solving and analytical skills; motivates team to follow through on commitments and demonstrates ownership of results; helps team to effectively prioritize assignments; identifies and works to overcome barriers to achieve results
Knowledge and Skills Requirements
- Possess high level of professionalism and leadership attributes
- Ability to communicate and partner across all levels internally and externally
- Strong detail and deadline orientation
- Proven organizational skills
- Exceptional customer service orientation
- Strong proficiency with Microsoft Excel and Word programs as we'll as the ability to learn new applications quickly
- Effective delegation and time management skills
- Ability to make sound decisions based on judgment and experience
- Strong teaming abilities as we'll as demonstration of effective virtual teaming
- Effective multitasking and prioritization skills
- Demonstrate insightful coaching
Supervision
- Billing/AR Manager will have formal performance review and counseling responsibility for their billing/AR team and serves as a coach and mentor to more junior members of the organization
Other Requirements
- While travel is generally not required on a regular basis certain circumstances may require to attend a training session or attend a client meeting in a different location.
Vacation generally should not be taken during the year end close process (usually from mid-May to June.)
Job Requirements
Education
- (What is the minimum level of education (or equivalent experience) needed/suggested to perform this job effectively)
- Bachelor degree in finance, accounting or business administration or equivalent years of relevant experience.
Experience
- (What is minimum number or range of years needed to perform this job)
- Approximately 5 years as supervisor or team lead with additional financial management experience beneficial.
Certification Requirements
- (Describe and explain any certifications and/or licenses needed or helpful to perform this job)
