Director - Billing & Cash Application

Position Purpose

Strategically leading the GCC-Bangalore CX for Billing, Cash Application and Revenue Accounting functions by continually improving the performance metrics and optimizing the costs. Work with Global and Regional CX leadership to help standardize processes globally and transition them to the GCC environment.

Major | Key Accountabilities

Customer Journey Segment Management

Responsible for Global Cash Application & Revenue Financials COE Delivery.

Performing a variety of financial activities, including accounting, financial analysis, budget management, audit, bad debt, revenue, credit and collections.

Ensuring and maintaining accounting, financial, and reporting policies and controls.

Heading multiple programs and projects under the CX to achieve the matterhorn goals.

Ownership of making sure Policy and Procedure are socialized and followed.

KPI and KRA management for the teams.

Accountable resource allocation and performance outcome.

Supporting forecasting and estimating regions' bad debt and revenue performance on a monthly and quarterly basis.

People Management

Manage and mentor a team of ~12 people leaders managing their teams

Monitor employee performance and ensure to conduct of regular coaching and training for the above people leaders and review them to ensure similar process is followed till the last level

Conduct periodic performance reviews of all team members

Drive proactive performance management initiatives

Providing leadership and direction to the teams of higher level professionals or managers.

Workflow Management

Maintain standard workflows at keystroke level and constantly keep the same updated

Monitor work allocation and team bandwidth real time

Stakeholder Management

Develop and maintain strong relationships with key stakeholders, including global and regional CX leadership and internal teams

Collaborate with other departments where required to ensure a seamless customer journey

Stakeholder management and monthly performance reviews.

Performance Excellence

Develop productive, profitable and achievement oriented working environment for employees

Constantly evaluate current operational strategies and recommend improvements

Identify opportunities to improve productivity and introduce RPA and other technologies to constantly gain capacity benefits

Develop an environment of continuous improvementSuccess Measures

Billing Accuracy & Efficiency - Invoice Accuracy Rate, Time to Invoice (Days)

Cash Application Efficiency - Cash Application Accuracy (%), Unapplied Cash (%), Cash Application %

Dispute Resolution Time (Days)

Cost & Productivity Efficiency

Invoices Processed per FTE (Full-Time Employee)

Cash Applied per FTE (INR & $)

Audit Compliance Rate (%)

Authority | Decision Making

Budgetary decisions related to GCC

Strategic decisions for customer journey segment (Billing & Cash Application)

Final level escalation point for all people, process or performance issues for the customer journey segment

People related decisions for GCC CX including but not limited to hire & fire, performance management etc.

Purchase decisions in line with Iron Mountain authority matrixChallenges

Change management & leadership

Effective communication (internal/ external)

Ongoing service improvement through upskilling of teams

Cross functional relationship efficiency

Challenging the established way of doing things

Approval Authority

Approval of temporary/ contractual/ permanent manpower as per budget

Approval of Travel as per budget

Approval of project level expenses for GCC as per budget

Experience

Proven track record of high performance at management level

Experience in change management & multi departmental issue resolution processes

Proven ability to contribute & work in a self-managed team environment

Experience in Order to Cash cycle.

Exposure to AR reserve and revenue accounting

Internal/ external audit experience

Skills & Knowledge

Excellent accounting and financial knowledge

In depth understanding of P&L impact through cost and revenue

Information gathering & analytical skills

Presentation skills

Communication skills (verbal & written)

Persuasion skills

Direct/ Indirect Team Management

Technology savvy Languages

English (fluency in written & verbal)