Job Description
Role Summary
We're looking for a Senior Manager of Service Delivery to lead end-to-end billing operations and query management. This role blends people leadership, operational excellence, client engagement, and continuous process transformation to deliver scalable, high-performing services.
Key Responsibilities
Service Delivery & Operations Oversee the full billing cycle ensuring accuracy, timeliness, and SLA/KPI compliance. Manage billing queries, dispute resolution, and root cause analysis. Drive process standardization, automation, and operational efficiency. Monitor dashboards and performance metrics.
Client Management Serve as the primary escalation point for billing and service-related issues. Build strong client relationships through regular governance reviews. Present performance insights, improvement plans, and value-add initiatives. Drive customer satisfaction and retention through proactive engagement.
People Leadership Lead, mentor, and develop high-performing teams. Manage workforce planning, capacity, and talent development. Foster a culture of accountability, collaboration, and continuous learning. Conduct performance reviews and succession planning.
Transformation & Continuous Improvement Identify automation opportunities (RPA, AI-enabled tools, workflow optimization). Lead digital transformation initiatives within billing and query management. Apply Lean/Six Sigma or process excellence methodologies. Implement best practices to boost productivity and cost efficiency.
Cross-Functional Collaboration Partner with Finance, IT, Sales, and Compliance teams. Participate in RFPs, solutioning, and new client transitions. Support audits and compliance reviews.
Key Competencies Billing operations & query management expertise · Client and stakeholder management · Operational excellence & SLA governance · People leadership and team development · Transformation mindset with automation focus · Strong analytical and problem-solving skills · Executive communication and presentation skills
Qualifications
Bachelor's or Master's degree in Finance, Accounting, or related field.
Experience in F&A or billing operations.
Experience in a leadership role managing large teams.
Experience in shared services, BPO, or global operations.
English level: B2/C1+