ABOUT THE ROLE
The Team Manager is responsible for supervising, managing and motivating team members daily. As a Team Manager, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. On the Billing service line, the Team Manager leads a transactional finance team across multiple client accounts — providing people leadership and delivery oversight with enough revenue-cycle fluency to engage credibly with the team and the clients. Hands-on processing is not part of the role.
KEY RESPONSIBILITIES
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operations
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members' feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Build strong relationships with different POC's based on Portfolio's assigned
- Participating in CI Projects
- Run daily huddles, queue reviews, and shift endorsements across the billing teams
- Own the billing cycle end to end — service record to invoice, rate and contract applied, approved, and released to the client's portal or ERP
- Clear billing exceptions and holds — missing purchase orders, missing contracts, missing tracking or reference numbers, and rejected cost reviews
- Confirm invoices were sent and acknowledged by the receiving system, not only created and marked complete
- Manage the billing close — cut-off discipline, unbilled visibility, and pending-invoice reporting to the client
- Track SLAs, billing turnaround, unbilled aging, rebill and credit-note rate, and per-person productivity
- Surface blockers, sanity-check workloads, and flag delivery risks early
- Keep the exception pipeline clean — nothing unbilled or unactioned beyond the agreed aging threshold
- Represent the team's delivery status and performance credibly in client conversations, including WBRs and MBRs
- Own the weekly per-account performance report, delivered on the committed day, every week
- Log client VOCs and incidents in Jira and manage them through to resolution per the SD playbook
- Ensure coverage discipline: no leave without a named backup for deliverables due during the absence
- Hybrid work setup, with occasional on-site reporting as required by business needs
- Work coverage or scope may be adjusted based on operational requirements
KEY PERFORMANCE INDICATORS
- Billing turnaround (team-controlled) — within committed per-account SLA
- Billing accuracy — rebill and credit-note rate at or below account threshold
- Unbilled aging — zero items unbilled beyond threshold
- Billing close adherence — 100% of committed close windows met
- Client reporting on-time rate — 100%, on the committed day
- Per-FTE productivity — at or above account baseline
- Client health — CSAT at target; escalation-free streak tracked
SKILLS AND QUALIFICATIONS
Educational background required / desired:
- Bachelor's Degree or equivalent work experience
Work experience required / desired:
- Proven 5+ years of Team Leader experience
- Exposure to billing or revenue-cycle operations (invoice generation, rate and contract application, exception and rebill handling, client portal submission) in a BPO or shared services environment
Communications skills required / desired:
- 9/10
MS Office applications proficiency required / desired:
- Advanced
Other qualifications:
- Prefer with Team Leader experience/background
- Proven strong leadership and Influencing skills
- Strong ability to coach and motivate Team Members.
- Excellent time management skills and the ability to prioritize work.
- Results-oriented and strong organizational skills.
- Excellent written and verbal communication skills.
- Understands what a billing analyst produces — enough to represent the team credibly to the client
- Able to read an unbilled report and a rebill or credit-note log, and ask the right questions on exceptions, rate disputes and holds
- Familiarity with ERP and billing platforms, client invoice submission portals, and case or ticketing tools
- Past background as a biller who moved into people management is a strong plus