Associate Process Manager

Personiv; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Personiv in Alabang, Philippines seeks an Associate Process Manager to lead a 33+ Billing Specialists team in end-to-end OtC operations. You will coach, set performance goals, and drive initiatives to meet SLAs and KPIs while collaborating with cross-functional partners.

Ideal candidates have 3–5 years in OtC/Billing, 2+ years of people management, and a background in Shared Services/BPO. Strong process improvement and leadership are essential, with a focus on accuracy and efficiency.

Qualifications

• 3–5 years of OtC, Billing, Shared Services, or Finance Operations experience.
• At least 2 years of people management leading medium to large teams (20–35+ employees).
• Experience in Shared Services or BPO environment is an advantage.
• Bachelor’s degree in Finance, Accounting, Economics, Business Analytics, Statistics, or related field.

Responsibilities

• Lead, coach, and develop a team of 33+ Billing Specialists to achieve performance goals.
• Conduct regular coaching sessions, performance reviews, and career development discussions.
• Monitor employee engagement and foster a positive, inclusive work environment.
• Manage attendance, scheduling, leave planning, and workforce capacity.
• Address performance concerns through coaching and performance management processes.
• Support recruitment, onboarding, and training of new team members.
• Oversee end-to-end billing operations to ensure invoices are processed accurately and timely.
• Monitor workload distribution and productivity to ensure efficiency.
• Ensure compliance with billing procedures and internal controls.
• Review metrics and implement plans to improve service delivery.
• Escalate risks, gaps, and issues promptly.
• Coordinate with Workforce Management to maintain service continuity.
• Serve as primary contact for billing-related escalations and issues.
• Build strong relationships with internal/external stakeholders.
• Collaborate with Finance, Sales, Customer Service, IT, and OtC teams to resolve issues.
• Ensure customer concerns are addressed promptly while complying with policies.
• Monitor KPIs: billing accuracy, productivity, SLA adherence, quality, backlog, aging transactions, attendance, engagement.
• Lead root cause analysis and continuous improvement initiatives.
• Drive automation and standardization to improve efficiency.

Skills

Team Leadership

Billing

Order-to-Cash

Coaching

Performance Management

Stakeholder Management

Process Improvement

Lean Six Sigma

Automation

Workforce Management

Education

Bachelor’s degree in Finance, Accounting, Economics, Business Analytics, Statistics, or related field

Tools

SOPs

Financial Controls

Audits

Job description

Job Description:

• Program: Pilot Thomas
• BLI / Process Name: Pilot Thomas
• Designation: Associate Process Manager
• No of Head Count (s): 1
• New Hires/Replacement Hires (HC) by Designation: Replacement
• Billed /Unbilled / BU / OPS Bench: Non-Billable
• SFDC ID for Billed New Opportunity:
• Reasons to hire Unbilled / Bench: APM moved to Multi Health Care as Senior Tax Accountant - Billable
• Is this resource part of Specialized Program: No
• City / Location: Alabang Muntinlupa
• Standardized skillset: [Refer attached excel]: See below Job Description
• Nature of Job: (Individual Contributor or Team management): Individual Contributor
• Shift (APJ / EMEA / US / Any combination): US
• Client Interfacing : (Yes/No): Yes
• Travel Involved : (Yes/No): No
• Deputation Involved : (Yes/No): No
• Interviewing Manager : Rexie Angeles
• Reporting Manager : Rexie Angeles
• Educational Background: Bachelor’s degree in Finance, Accounting, Economics, Business Analytics, Statistics, or related field.

Experience Required:

The Team Leader – Order-to-Cash (OtC) Billing is responsible for leading and managing a high-performing Billing team of approximately 33 or more team members. This role ensures the accurate, timely, and compliant processing of billing transactions while meeting service level agreements (SLAs), key performance indicators (KPIs), and customer expectations.

The Team Leader is accountable for driving operational excellence, coaching and developing employees, managing team performance, identifying process improvement opportunities, and partnering with cross-functional stakeholders to support business objectives.

Minimum of 3–5 years of experience in Order-to-Cash (OtC), Billing, Shared Services, or Finance Operations.

At least 2 years of people management experience leading medium to large teams (20–35+ employees preferred).

Experience working in a Shared Services or Business Process Outsourcing (BPO) environment is an advantage.

Key Responsibilities:

People Leadership:

• Lead, coach, and develop a team of 33+ Billing Specialists to achieve individual and team performance goals.
• Conduct regular one-on-one coaching sessions, performance reviews, and career development discussions.
• Monitor employee engagement and foster a positive, collaborative, and inclusive work environment.
• Manage attendance, scheduling, leave planning, and workforce capacity to ensure adequate operational coverage.
• Address employee performance concerns through timely coaching and performance management processes.
• Support recruitment, onboarding, and training of new team members.

Operational Management:

• Oversee end-to-end billing operations to ensure invoices are processed accurately and within agreed turnaround times.
• Monitor daily workload distribution and productivity to ensure operational efficiency.
• Ensure compliance with established billing procedures, internal controls, and company policies.
• Review operational metrics and implement action plans to improve service delivery.
• Escalate operational risks, process gaps, and customer-impacting issues in a timely manner.
• Coordinate with Workforce Management and other support functions to maintain service continuity.

Customer & Stakeholder Management:

• Serve as the primary point of contact for operational issues and escalations related to Billing.
• Build and maintain strong working relationships with internal and external stakeholders.
• Partner with Finance, Sales, Customer Service, IT, and other OtC teams to resolve billing issues and improve processes.
• Ensure customer concerns are addressed promptly while maintaining compliance with company policies.

Performance & Continuous Improvement:

• Monitor and analyze KPIs, including:
• Billing accuracy
• Productivity
• SLA adherence
• Quality performance
• Backlog management
• Aging transactions
• Employee attendance
• Employee engagement

• Conduct root cause analysis for recurring operational issues.
• Lead continuous improvement initiatives using Lean, Six Sigma, or other process improvement methodologies where applicable.
• Drive automation and standardization opportunities to improve efficiency and reduce manual effort.

Compliance & Governance:

• Ensure adherence to financial controls, audit requirements, and company policies.
• Maintain accurate operational documentation and standard operating procedures (SOPs).
• Support internal and external audits as required.
• Ensure compliance with data privacy, security, and regulatory requirements.

Client Approval mail: See attached email from Client

Requirements: