Process Lead

4 weeks ago

Taguig, Philippines WTW Full time

Overview

Process Lead - Billing at WTW is responsible for the day-to-day management of the invoicing and collections function. You will ensure clients remit payments in accordance with terms, interact with clients, and coordinate with insurers to secure payment of outstanding debts. As a Workflow Lead, you will allocate workload among doers, manage the team’s portfolio of accounts, prioritize follow-ups beyond standard collection strategies, and implement strategies to enhance collections processes to achieve departmental goals. You will handle daily, weekly, and month-end reporting tasks and provide regular updates to the Management team and stakeholders. Deputize for the manager as required.

Responsibilities
  • Oversee the day-to-day operations of invoicing and collections.
  • Utilise defined processes, case history, and judgement to decide the next course of action on a client-by-client basis.
  • Collaborate with cash apps to investigate and resolve unallocated and unidentified cash; ensure proper allocation of payment receipts.
  • Manage pending Creditable Withholding Tax certificates.
  • Analyse/monitor client accounts receivable balances for past due amounts and prepare for bad debt reporting.
  • Ensure auto-email follow-ups and auto-statements of accounts align with the collections strategy.
  • Ensure adherence to fundamental processes through review of reports and signoff requirements, ensuring all contractual obligations are met.
  • Handle escalations and exceptions daily.
  • Collaborate with other B2C teams to ensure cross-team responsibilities (Validation, Cash Application).
  • Proactively support key initiatives and changes; collate data for MI reviews/HR/IT as required.
  • Complete ad-hoc tasks as directed by Manager/Operations Manager.
  • Drive OpEx principles.
  • Develop resource plans and contingency plans
  • Regular capacity review of the team to ensure even workload distribution and track hours monthly.
  • Assist in recruitment, interview, and hiring of qualified candidates.
People & Leadership
  • Contribute to visual management and meetings; conduct huddles and staff meetings.
  • Support continuous process improvements within the area of influence.
  • Attend client/insurer conference meetings with doers as required.
  • Manage performance via monthly nominations, regular feedback sessions, and appraisals; publish monthly scorecards; recognize high performers; address performance issues with HR as needed.
  • Manage leave and attrition in the team.
Qualifications
  • Minimum bachelor’s degree required.
  • Preferred background in an accounting role involving client and insurer interactions.
  • Excellent business English for effective verbal/written communication with stakeholders.
  • Ability to learn new processes and systems and adapt to change.
  • Clear escalation procedures and effective communication to achieve results.
  • Ability to handle difficult conversations; assertive with mutually favorable resolutions.
  • Understanding of the insurance industry and accounting principles.
  • Attention to detail to identify process gaps and suggest workable solutions.
  • Strong interpersonal and stakeholder management skills.
  • Ability to analyze and improve metrics and client service; ability to work under pressure; passion for delivering quality; strong team orientation.
  • Minimum 2 years of total work experience in a Team Leader/Assistant Manager role in the relevant industry.
  • Experience working in a matrix organization across different countries and regions.

WTW is an Equal Opportunity Employer

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