Senior Operations Manager

Description

Summary: Seeking a Senior Manager of Service Delivery to lead end-to-end billing operations, client engagement, and continuous process transformation. Highlights: 1. Lead end-to-end billing operations and query management. 2. Drive process standardization, automation, and operational efficiency. 3. Lead, mentor, and develop high-performing teams. **Role Summary** We're looking for a Senior Manager of Service Delivery to lead end\-to\-end billing operations and query management. This role blends people leadership, operational excellence, client engagement, and continuous process transformation to deliver scalable, high\-performing services. **Key Responsibilities** * *Service Delivery \& Operations* Oversee the full billing cycle ensuring accuracy, timeliness, and SLA/KPI compliance. Manage billing queries, dispute resolution, and root cause analysis. Drive process standardization, automation, and operational efficiency. Monitor dashboards and performance metrics. * *Client Management* Serve as the primary escalation point for billing and service\-related issues. Build strong client relationships through regular governance reviews. Present performance insights, improvement plans, and value\-add initiatives. Drive customer satisfaction and retention through proactive engagement. * *People Leadership* Lead, mentor, and develop high\-performing teams. Manage workforce planning, capacity, and talent development. Foster a culture of accountability, collaboration, and continuous learning. Conduct performance reviews and succession planning. * *Transformation \& Continuous Improvement* Identify automation opportunities (RPA, AI\-enabled tools, workflow optimization). Lead digital transformation initiatives within billing and query management. Apply Lean/Six Sigma or process excellence methodologies. Implement best practices to boost productivity and cost efficiency. * *Cross\-Functional Collaboration* Partner with Finance, IT, Sales, and Compliance teams. Participate in RFPs, solutioning, and new client transitions. Support audits and compliance reviews. **Key Competencies** Billing operations \& query management expertise · Client and stakeholder management · Operational excellence \& SLA governance · People leadership and team development · Transformation mindset with automation focus · Strong analytical and problem\-solving skills · Executive communication and presentation skills **Qualifications** * Bachelor's or Master's degree in Finance, Accounting, or related field. * Experience in F\&A or billing operations. * Experience in a leadership role managing large teams. * Experience in shared services, BPO, or global operations. * English level: B2/C1\+