Operations Manager

We're Hiring | Operations Manager – Billing | HCLTech

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[Confidential Information]

HCLTech is looking for an experienced Operations Manager – Billing to join our dynamic team and lead end-to-end billing operations with a focus on accuracy, efficiency, and stakeholder management.

Role: Operations Manager – Billing

Location: Hyderabad

Experience: 8–12 Years

JOB SUMMARY

This position is responsible for the management of the Back Office and Mid Office processes and teams that includes Billing, Remittance, Credit and Collections, Payment Services, Credit Risk, and Mid Office teams and those processes by utilizing the operational resources responsibly for meeting customer SLA targets and planning areas of improvement and development. This will be demonstrated by the achievement of defined service levels within these teams. They will provide leadership to LOB owners and process leads to develop, motivate and inspire staff to maximize customer experience. Works closely with operations contacts and support groups to define and implement processes that support Back Office and Mid Office operations and objectives.

Essential Duties and Responsibilities

• Responsible for the oversight and process management of the Outbound/ Collections Call staff, various platforms, which includes CRM and Phone System
• Support and provide direction to near-shore and off-shore teams
• Manage and meeting performance targets for average handle time, quality and customer satisfaction
• Daily analytics of team performance and identification of key areas of improvement
• Liaison for LOB Team Leads, Client's team, other parties to gather information and resolve issues
• Monitor calls and case work to improve quality, minimize errors, and track performance
• Provide leadership and guidance to assigned team leads to ensure the team develops and attains critical and key performance indicators and metrics in a BPO environment
• Monitor both Lead and agent progress against internal and external objectives. Strategic thinker with experience working thru operational challenges and building teams to achieve results.
• Review statistics and performance levels reports on a daily basis and mitigate deficits
• Review client requests and participation in preparing responses todesigning new processes, documenting agent processes, and estimating anticipated effort
• Establishing and maintaining a positive client relationship
• Working across the organization in a collaborative manner to ensure team, project and client success, including point of contact for client escalations.

EDUCATION/EXPERIENCE

The minimum education requirements are:

Bachelor's degree and experience in an office environment; or the equivalent training and experience in a call center or collection center environment.

The minimum experience requirements are:

• 5-10 years Operations management experience
• 5-10 years Billing, Remittance, CCBO, and Customer Escalation experience
• Utility experience preferred
• LEAN/Six Sigma experience preferred

SKILLS AND COMPETENCIES

• Exceptional leadership skills, including the ability to manage through a shared vision and path to success
• Experience in a business process outsourcing environment
• Ability to create, communicate and manage to internal goals and metrics that support operational targets
• Excellent problem-solving skills and ability to use good judgment to make decisions
• Possess exceptional people skills enabling effective interaction with internal, external customers, employees, peers, and management in various geographic locations
• Strong analytical skills and desire to research problems to seek resolution
• Exceptional verbal and written communication skills
• Strong client management with a focus on a consultative approach
• Proficiency in Microsoft Office suite
• Work effectively in a team environment
• Strong time management and organizational skills needed
• SAP experience an asset
• Utilities billing / collections experience an asset

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

• Long and irregular hours
• Use of a PC, computer terminal and/or telephone over 4 hours a day
• Operating in a fast-paced professional office environment