ASSOCIATE PROCESS MANAGER

Program: Pilot Thomas BLI / Process Name: Pilot Thomas Designation: Associate Process Manager No of Head Count (s): 1 New Hires/Replacement Hires (HC) by Designation Replacement Billed /Unbilled / BU / OPS Bench Non-Billable SFDC ID for Billed New Opportunity Reasons to hire Unbilled / Bench APM moved to Multi Health Care as Senior Tax Accountant - Billable Is this resource part of Specialized Program No City / Location: Alabang Muntinlupa Standardized skillset: [Refer attached excel] See below Job Description Nature of Job: (Individual Contributor or Team management) Individual Contributor Shift (APJ / EMEA / US / Any combination): US Client Interfacing : (Yes/No) Yes Travel Involved : (Yes/No) No Deputation Involved : (Yes/No) No Interviewing Manager : Rexie Angeles Reporting Manager : Rexie Angeles Educational Background: Bachelor’s degree in Finance, Accounting, Economics, Business Analytics, Statistics, or related field. Experience Required: The Team Leader – Order-to-Cash (OtC) Billing is responsible for leading and managing a high-performing Billing team of approximately 33 or more team members. This role ensures the accurate, timely, and compliant processing of billing transactions while meeting service level agreements (SLAs), key performance indicators (KPIs), and customer expectations. The Team Leader is accountable for driving operational excellence, coaching and developing employees, managing team performance, identifying process improvement opportunities, and partnering with cross-functional stakeholders to support business objectives. Minimum of 3–5 years of experience in Order-to-Cash (OtC), Billing, Shared Services, or Finance Operations. At least 2 years of people management experience leading medium to large teams (20–35+ employees preferred). Experience working in a Shared Services or Business Process Outsourcing (BPO) environment is an advantage. Job Description: Key Responsibilities People Leadership Lead, coach, and develop a team of 33+ Billing Specialists to achieve individual and team performance goals. Conduct regular one-on-one coaching sessions, performance reviews, and career development discussions. Monitor employee engagement and foster a positive, collaborative, and inclusive work environment. Manage attendance, scheduling, leave planning, and workforce capacity to ensure adequate operational coverage. Address employee performance concerns through timely coaching and performance management processes. Support recruitment, onboarding, and training of new team members. Operational Management Oversee end-to-end billing operations to ensure invoices are processed accurately and within agreed turnaround times. Monitor daily workload distribution and productivity to ensure operational efficiency. Ensure compliance with established billing procedures, internal controls, and company policies. Review operational metrics and implement action plans to improve service delivery. Escalate operational risks, process gaps, and customer-impacting issues in a timely manner. Coordinate with Workforce Management and other support functions to maintain service continuity. Customer & Stakeholder Management Serve as the primary point of contact for operational issues and escalations related to Billing. Build and maintain strong working relationships with internal and external stakeholders. Partner with Finance, Sales, Customer Service, IT, and other OtC teams to resolve billing issues and improve processes. Ensure customer concerns are addressed promptly while maintaining compliance with company policies. Performance & Continuous Improvement Monitor and analyze KPIs, including: Billing accuracy Productivity SLA adherence Quality performance Backlog management Aging transactions Employee attendance Employee engagement Conduct root cause analysis for recurring operational issues. Lead continuous improvement initiatives using Lean, Six Sigma, or other process improvement methodologies where applicable. Drive automation and standardization opportunities to improve efficiency and reduce manual effort. Compliance & Governance Ensure adherence to financial controls, audit requirements, and company policies. Maintain accurate operational documentation and standard operating procedures (SOPs). Support internal and external audits as required. Ensure compliance with data privacy, security, and regulatory requirements. Client Approval mail: See attached email from Client