Manager, Billing Support

2 weeks ago

Taguig, Philippines LSEG Full time

Overview Manager, Billing Support & TPA role at LSEG. Directs and coordinates Usage Billing, My Account, Billing Desk and Third Party function within Order Management. Leads team leads who manage staff of around 10-15 individuals, providing leadership and expertise to the team to meet targets for timeliness, quality, MTTR, case volume reduction, efficiency, service levels, and role-based performance objectives. Responsibilities Leads Usage Billing, Billing Desk, My Account Team and Third Party function within Centre of Excellence globally, in partnership with Sales Order Management, Credit Controllers, Billing Execution, Technology, Frontline helpdesk, Workflows and Service Delivery teams Set annual department goals aligned with DSO/GSO and drive quarterly targets to support company goals; supervise delivery Collaborate with team leaders, managers and knowledge specialists to ensure training using Skills Matrix and Learning Framework Embed QAS, Write Right within COE and improve documentation to drive QAS usage and accuracy Support strategic programs like CPQ Migration, BON to RTO, Beacon, Billing Accuracy improvements and E-commerce Drive improvements in Billing & My Account with Workflows and Dev teams to enable self-service capabilities and chat bot Handle customer queries and critical issues; escalate delays and service disruptions to appropriate internal groups Lead continuous improvement for processes, systems and tools; partner with support functions to remove obstacles and non-value add tasks to increase capacity Ensure effective performance/feedback mechanisms to supervise and improve team performance Mentor, coach and resolve outstanding billing issues to avoid larger impacts; engage top talent in COE into site-wide initiatives Use risk management processes to mitigate issues and reduce exposure; monitor, track, document and report Risk Events Interact with senior levels and maintain credibility through delivery against commitments Manage the team to meet customer requirements and improve the customer experience Pulse feedback score Provide direction according to policies; administer company policies affecting subordinates Qualifications & Experience Experience in Sales Order Management, Usage Billing, Order to Cash with in-depth knowledge of Billing Systems Team Leader with minimum 2+ years in the current role LSEG is a leading global financial markets infrastructure and data provider Equal Opportunity and Privacy We are proud to be an equal opportunities employer. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. We can accommodate applicants’ and employees’ religious practices, mental health or physical disability needs. Please read the privacy notice carefully to understand what personal information LSEG may hold about you and your rights as a data subject. Join us to be part of a collaborative and creative culture committed to sustainability, innovation, and continuous improvement. LSEG offers tailored benefits including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. #J-18808-Ljbffr

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