Senior Finance & Billing Operations Analyst

Genesys; Metro Manila; On-site; PHP 700,000 - 960,000; Full time

Job summary

Genesys, Manila, Philippines, seeks a Senior Analyst in Finance Customer Relations to manage payment-related cases within the case management platform. You will coordinate with internal stakeholders, collectors, Sales, and resolver groups to ensure timely, accurate billing experiences across the quote-to-cash process.

The role partners with Finance, Billing, and Operations to drive issue resolution and process improvements, while mentoring junior analysts and maintaining thorough case

Qualifications

• Bachelor’s degree in Business Administration, Finance, or equivalent.
• Total 5+ years of professional experience; at least 3+ years in billing and case management.
• Experience in billing, customer service, case management, payment operations, or quote-to‑cash.
• Hands-on experience using case management platforms such as ServiceNow.
• Strong understanding of billing, dispute management, escalation handling, and quote-to‑cash workflows.
• Excellent communication, stakeholder management, and problem-solving skills.
• Strong analytical skills with attention to detail and organization.
• Ability to manage multiple priorities and escalated cases in a fast-paced environment.
• Proficiency in Microsoft Office and reporting tools.

Responsibilities

• Manage and monitor payment-related cases including inquiries, disputes, escalations, and service requests.
• Review, triage, assign, and coordinate cases with resolver groups for timely resolution.
• Monitor outstanding customer purchase orders required for invoicing, processing, renewals, and order fulfillment.
• Track PO status, maintain records, and elevate aging or high-risk PO issues to prevent revenue leakage.
• Analyze recurring PO-related issues and suggest process improvements to strengthen PO compliance.
• Act as the main contact for case follow-ups, updates, and escalations between stakeholders and resolver teams.
• Handle complex or escalated cases requiring cross-functional coordination and resolution management.
• Collaborate with Sales and cross-functional teams to resolve billing and payment-related concerns.
• Work with Collections, Billing, Finance, Customer Service, Operations, and Sales to improve billing and customer experience.
• Support initiatives to enhance billing processes and overall quote-to-cash efficiency.
• Provide guidance to junior analysts on billing inquiries, disputes, and case management best practices.
• Assist in resolving escalated concerns and provide recommendations for resolution strategies.
• Ensure all case activities and resolutions are documented in the case management platform.
• Track case aging and proactively follow up on overdue or high-priority cases.
• Analyze recurring issues and propose root-cause solutions.
• Ensure compliance with company policies, SLAs, and operational procedures.

Skills

Communication

Stakeholder management

Problem solving

Analytical skills

Multitasking

Microsoft Office

Reporting tools

ServiceNow

Education

Bachelor’s degree in Business Administration/Finance

Tools

ServiceNow

Salesforce

Workday/ERP

Job description

Genesys, Manila, Philippines, seeks a Senior Analyst in Finance Customer Relations to manage payment-related cases within the case management platform. You will coordinate with internal stakeholders, collectors, Sales, and resolver groups to ensure timely, accurate billing experiences across the quote-to-cash process.

The role partners with Finance, Billing, and Operations to drive issue resolution and process improvements, while mentoring junior analysts and maintaining thorough case