Billing and Collections Performance Manager

Echo; Walsall; Hybrid; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Family-Friendly Leave

Pension Scheme

Health & Wellbeing Programme

Cycle to Work

Professional Development

Inclusion & Belonging Networks

Recognition & Rewards

Job summary

Echo is seeking a Billing and Collections Performance Manager in Walsall, hybrid role, to lead how we measure and improve billing and collections performance. You’ll translate complex data into clear client-facing recommendations, working closely with senior leaders and client stakeholders to drive revenue protection and operational excellence.

The role requires deep experience in billing/collections, advanced analytics and governance, with a focus on continuous improvement across the function.

Qualifications

• Significant experience in Billing, Collections, Revenue Assurance or Customer Operations environments.
• Experience with performance frameworks, KPIs and management reporting.
• Advanced analytical skills with large datasets.
• Strong Excel and reporting capability.
• Experience creating dashboards and executive reporting.
• Ability to translate complex information into clear business recommendations.
• Proven stakeholder management with senior leaders and clients.
• Experience supporting governance, audits or control frameworks.
• Experience in water, utilities or regulated services is preferred.
• Experience in outsourced service or BPO environments.
• Knowledge of Aptumo or similar utility billing platforms.
• Understanding of revenue assurance principles and regulatory performance measures.
• Experience developing business cases and financial models.
• Project or change management experience.

Responsibilities

• Lead the Billing & Collections performance framework, turning data into meaningful insight and action.
• Deliver clear, accurate reporting, forecasting and performance commentary for senior leaders and clients.
• Identify trends, risks and opportunities to improve operational performance, customer outcomes and revenue recovery.
• Drive Billing Assurance activities, strengthening controls and reducing revenue leakage.
• Monitor collections performance and challenge strategies to maximise effectiveness and efficiency.
• Build trusted relationships with client and internal stakeholders, influencing decisions through data-led recommendations.
• Support governance, audit and compliance requirements across the function.
• Champion continuous improvement, developing business cases and delivering measurable change.
• Partner with operational leaders to embed accountability and a culture of continuous improvement.

Skills

Billing & Collections

KPIs & Reporting

Advanced Analytics

Excel & Reporting

Dashboards

Stakeholder Management

Governance

Regulated Services

Water Utilities

BPO Experience

Aptumo Knowledge

Tools

Aptumo

Job description

Billing and Collections Performance Manager

Salary: £55,000 - £65,000 per annum (DOE) | Company Benefits

Location: Walsall, West Midlands | Hybrid

Contract: Full Time | Permanent | 40 hours per week

About Us

Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.

The Role

We're looking for an experienced Billing & Collections Performance Manager to play a pivotal role in driving operational excellence across our Billing & Collections function.

This is a highly visible role, working closely with senior leaders, operational managers and client stakeholders to ensure performance is effectively measured, understood and continuously improved. You'll use data, insight and commercial awareness to identify opportunities, challenge performance, strengthen governance and influence business decisions. Your insight and leadership will directly contribute to operational excellence, revenue protection and continuous improvement across the business. The role is designed to support a small but highly specialised team, working closely with operational leaders and client stakeholders.

This is not a traditional operational management role. Instead, we're looking for someone who can understand the detail behind the numbers, identify risks and opportunities, and confidently translate complex data into clear client-facing recommendations.

If you thrive on turning complex data into meaningful action, enjoy engaging with senior stakeholders, and have experience within billing, collections, revenue assurance or regulated customer service environments, we'd love to hear from you.

Key Responsibilities

• Lead the Billing & Collections performance framework, turning data into meaningful insight and action.
• Deliver clear, accurate reporting, forecasting and performance commentary for senior leaders and clients.
• Identify trends, risks and opportunities to improve operational performance, customer outcomes and revenue recovery.
• Drive Billing Assurance activities, strengthening controls and reducing revenue leakage.
• Monitor collections performance and challenge existing strategies to maximise effectiveness and efficiency.
• Build trusted relationships with client and internal stakeholders, influencing decision-making through data-led recommendations.
• Support governance, audit and compliance requirements across the function.
• Champion continuous improvement, developing business cases and helping deliver measurable change.
• Partner with operational leaders to embed accountability, performance excellence and a culture of continuous improvement.

What We’re Looking For:

• Significant experience within Billing, Collections, Revenue Assurance or Customer Operations environments.
• Strong understanding of billing and debt recovery processes.
• Experience working with performance frameworks, KPIs and management reporting.
• Advanced analytical skills, including experience working with large and complex datasets.
• Strong Excel and reporting capability.
• Experience creating dashboards, forecasts and executive-level reporting.
• Ability to translate complex information into clear business recommendations.
• Proven stakeholder management skills with the confidence to influence senior leaders and clients.
• Experience supporting governance, audit or control frameworks.
• Experience within the water, utilities or regulated services sector.
• Experience within an outsourced service or BPO environment.
• Knowledge of Aptumo or similar utility billing platforms.
• Understanding of revenue assurance principles and regulatory performance measures.
• Experience developing business cases and financial models.
• Project or change management experience.

What You'll Get

• Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days
• Financial & Life Assurance: Company Pension Scheme with salary sacrifice options
• Health & Wellbeing: Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents
• Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers
• Professional Development: Hands-on training and ongoing career development opportunities
• Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
• Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.

At South Staffordshire Group, inclusion matters. We have a wide range of employee networks which are employee-led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.

We are committed to building a team that reflects the diversity of the communities we serve.

We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.

We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.