TL III, Billing & Credit

Overview

The Team Leader III – Billing and Credit with Cancellation is responsible for leading a high-performing team that manages billing operations, credit assessments, and account cancellations. This role ensures accuracy, compliance, and efficiency in all financial transactions and customer interactions. The ideal candidate brings strong leadership experience, analytical skills, and a customer-centric mindset to drive operational excellence and continuous improvement. This position that will directly report to the Philippine based Manager, Commercial Order to Cash Operations.

Responsibilities

• 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
  
  

Qualifications

• 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
  
  

Competencies

• 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
  
  

Knowledge/Skills/Abilities

• 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.