Associate Process Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead, mentor, and nurture a team of over 33 Billing Specialists.

• Facilitate individual coaching sessions, performance evaluations, and career progression discussions.

• Track employee engagement while promoting a positive, collaborative, and inclusive workplace culture.

• Manage attendance, scheduling, leave planning, and workforce capacity effectively.

• Address employee performance issues through coaching and performance management strategies.

• Assist in the recruitment, onboarding, and training processes for new team members.

• Oversee the complete billing operations and guarantee accurate and timely invoice processing.

• Monitor workload allocation and team productivity.

• Ensure adherence to billing procedures, internal controls, and company policies.

• Analyze operational metrics and implement action plans aimed at enhancing service delivery.

• Identify and escalate operational risks, process deficiencies, and issues impacting customers.

• Collaborate with Workforce Management and support teams to maintain service continuity.

• Serve as the primary contact for billing operational matters and escalations.

• Cultivate relationships with internal and external stakeholders.

• Partner with Finance, Sales, Customer Service, IT, and other Order-to-Cash (OtC) teams.

• Address customer inquiries promptly while ensuring compliance.

• Monitor and assess billing accuracy, productivity, SLA compliance, quality, backlog, aging transactions, attendance, and engagement KPIs.

• Conduct root cause analysis for recurring operational challenges.

• Lead initiatives for continuous improvement utilizing Lean, Six Sigma, or other methodologies.

• Drive opportunities for automation and standardization.

• Maintain operational documentation and standard operating procedures.

• Support internal and external audit processes.

• Ensure compliance with data privacy, security, and regulatory obligations.

⛳️ Requirements

• Bachelor’s degree in Finance, Accounting, Economics, Business Analytics, Statistics, or a related field.

• A minimum of 3–5 years of experience in Order-to-Cash (OtC), Billing, Shared Services, or Finance Operations.

• At least 2 years of managerial experience leading medium to large teams (preferably 20–35+ employees).

• Experience in a Shared Services or Business Process Outsourcing (BPO) environment is a plus.

• Proven experience in leading and managing a Billing team of approximately 33 or more members.

• Comprehensive knowledge of billing procedures, internal controls, financial controls, audit requirements, data privacy, security, and regulatory standards.

• Experience in monitoring KPIs, SLAs, productivity, quality, backlog, aging transactions, attendance, and engagement.

• Familiarity with Lean, Six Sigma, or other process improvement methodologies is required where applicable.

• Ability to work US shift hours.

• Client-facing experience and readiness to engage with clients.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements.

• Supportive team environment that values diversity and inclusion.