Senior Billing and Collection Team Lead

3 days ago


Makati City, National Capital Region, Philippines Manulife Financial Full time

Job Description:

The Account Management Lead - Billing and Collections will oversee the Billing and Collection team to ensure timely and accurate processing of billing statements, collection of premiums, and submission of reports. The successful candidate will have a strong background in billing, accounts receivable, or collections, with excellent customer service orientation.

Responsibilities:

  • Administrative:
  • • Manages the efficient performance of the billing and collection team by ensuring achievement of unit's KPIs, which include strict observance of agreed SLAs, TATs, accuracy rate, and delivery rate.
  • • Identifies process pain points and recommends process improvements.
  • • Maintains good relationships with both internal and external clients.
  • • Attends meetings with internal and external clients related to billing and collection concerns.
  • • Resolves escalated concerns raised by clients.
  • • Attends system enhancement testing and regression.
  • Billing:
  • • Prepares and reviews the accuracy of billing statements prepared by the team prior to releasing them to clients.
  • • Ensures timely release of billings/statements of accounts (initial, renewal, adjustment, and modal) of the B&C Team.
  • • Monitors and assists with billing reconciliation with group policyholders.
  • • Reviews and monitors team performance based on standard turn-around-time (TAT) submissions.
  • • Prepares weekly and monthly reports related to billing submissions.
  • • Coordinates and provides reports to Group Accounts Management and New Business Teams regarding submitted billing statements.
  • Collection:
  • • Monitors team's collection activities and reviews account receivables (AR) aging.
  • • Ensures team's timely posting/uploading of batch loading and record collections.
  • • Submits regular reports on status of unpaid accounts and repayment progress.
  • • Ensures team's submission of payment reminder, suspension, and termination notices to delinquent group policyholders.
  • • Assists escalated payment and system-related concerns/issues that need immediate coordination with bank partners, other payment channels, and IS team.
  • • Records pertinent data on collection efforts and customer financial status in database.
  • • Coordinates and provides reports to Group Accounts Management and New Business Teams regarding premiums collected and posted payments.


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