Billing Operations Lead, OtC & Process Excellence

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

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.