Job Description

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Manage Operational Performance

• Supervise the function of Customer Billing operational teams in day-to-day operations
• Expertise in managing functions for Billing, Credit Rebill, Dispute Resolution and Invoice Uploads
• Identify and assess complex problems for area of responsibility
• Ensure smooth migrations identify potential process risks, establish mitigation/control plans, and monitor the impact.
• Plan, coordinate, and monitor operations performance on agreed upon SLAs and key metrics.
• Ensure Accuracy check and working on preventive and corrective actions with RCA
• Alignment to strategic direction set by senior management when establishing near-term goals
• Focus on driving quality with a view towards robust performance management, stakeholder feedback and active metrics management.
• Plan, direct, coordinate and oversee operations activities, ensuring development and implementation of efficient operations and cost optimized solutions to exceed operational goals.
• Develop and publish weekly / monthly / quarterly key performance Indicators (KPIs) to stakeholders and executive management
• Ensuring the team completes billing requirements to meet daily and month-end deadlines.
• Ensure regulatory requirements and Johnson Controls Internal Controls, Policies and Procedures are followed.
• Ensure timely (a) monthly/ quarterly / annual closing of books of accounts and support in Internal/External Audits
• Lead through transitions and increase organizational performance driving and embedding many competing initiatives

People Management

• Manage Billing operations teams (size 10-20) depending on scope and complexity.
• Build high performing team and foster an inclusive environment.
• Accountable for performance management, talent development and succession planning
• Coordinate activities of team members engaged in processes and sub-processes to deliver
• Monitor Productivity and Efficiency of teams on Periodic Basis

Stakeholder Management

• Build & manage credible robust business relationships with key partners and stakeholders with a focus process maturity
• Work closely with relevant stakeholders to drive the Process strategy
• Support queries related to Billing disputes, Third Party Portals
• Monitor and communicate Process Health in a timely and effective manner through the monthly performance dashboard.
• Close communication and partnership with Internal Audit teams as well as Group External Auditors
• Responsible for RCA on Business escalations and provide active resolutions.

Drive Process Improvement Strategy

• Drive the defined process initiatives for center
• Act as a subject matter expert and support the teams with continuous improvement projects.

Education, Experience, Skills

• Bachelor's/master's degree in accounting, Finance or Business Administration.
• Continuous improvement training (e.g., LEAN / Six Sigma) desirable
• 5+ years of People management experience mandatory
• 5+ years of experience in Billing domain in a Global Environment. Overall 10+ years of experience in O2C domain.
• Continuous Improvement mindset.
• Demonstrated ability to manage large teams and highly adept at building resiliency within them.
• Possess a strong customer service acumen.
• Self-starter with strong analytical, problem solving skills and initiative to achieve desired outcomes.
• Excellent verbal and written communication skills.
• Managed stakeholders with extensive experience working in a diversified industry environment.
• Experience working in a Shared Service Environment
• Managed 10+ team members across the full spectrum of Order to Cash
• Ability to work across diverse cultures and backgrounds

Core Competencies

Concept Strength:

• Identifies connections and interdependencies.
• Thinks creatively. Analyze complex situations and generate solutions.

Agile & Resilient:

• Cultivates innovation by experimenting and adapting, learning from failures, and overcoming limits.
• Creates clarity, optimism, and opportunities in the face of ambiguity, uncertainty and setbacks.

Change Management:

• Demonstrates openness to new approaches and ideas.
• Defends the necessary changes in the organization and helps others prepare for the impact and acceptance of such necessary changes.
• Progresses productively under conditions of change and ambiguity.

Process Mindset:

• Optimize and continuously improve financial processes and other businesses.
• The results are driven with a passion for continuous improvement.
• Can understand, develop, and adhere to processes, identification and implementation of simplification, standardization and process improvement while looking for proactive optimization.

Personality

• Global Working Experience
• Very strong in Interpersonal skills, planning and organizing skills, service orientation,
• Good communication, good in articulation, flexible and intellectual adaptability
• Delivery & Results focused, Customer Focus and passion for excellence
• Flexible with high level of integrity.