CDI Inc., is looking for qualified candidates to fill the role of BPO/ Senior Manager Billing. This will be a direct hire opportunity and you will work at clients location in Houston, TX. Please review the project description provided, and let me know if this is something you might be interested in discussing further.

JOB SUMMARY

This position is responsible for the management and outcomes associated with the Billing and Transaction Management functions.  This organization is tasked with timely and accurate billing of over 1 million sites in the Alberta and ensuring market transactions are processed within a timely manner. This manager also responsibility for ensuring the quality of the product and the work performed through their leadership of professional and off-shore personnel to develop, motivate and inspire staff to maximize customer experience and promote achievement of defined service levels.  This role will oversee these outcomes using a SAP ERP platform and will leverage a composite reporting suite inside and outside of BI/BW to execute the planned business targets.  Works closely with technical and operations contacts and support groups to define and implement processes and system enhancements that support Customer Care, Billing and Collections objectives.

 Essential Duties and Responsibilities

• Responsible for the setting the strategy to execute and improve operations related to Billing and Transaction Management functions
• Responsible for developing the strategy and employees that will define best practices for timely and accurate customer billing
• Ensuring CPI and KPI targets are met on Enrolment Processing, Bill Generation (Timeliness) and Bill Accuracy.
• Prepare performance reviews for direct reports
• Review statistics and performance levels reports on a daily basis
• Effectively communicate with department and Client Executives on a daily and weekly basis
• Daily analytics of team performance and identification of key areas of improvement
• Organize staffing, including shift patterns and the number of staff required to meet demand
• Act as the primary point of contact for all issues or disputes involving un-invoiced or in-accurate bills
• Identify and pursue technological and process improvements to enhance effectiveness and efficiency
• Establish and maintain effective work procedures
• Analyze industry regulations and market protocols to ensure continuous benchmarking and achievement of optimal customer satisfaction
• Review and ensure processes comply with internal policies and external regulations
• Respond to escalated issues regarding performance and quality
• Coordinate, participate, and/or manage multiple projects assigned by management, providing input on Customer Operations related matters.
• Interface and coordinate with various stakeholders
• Performs other duties as required

EDUCATION/EXPERIENCE

The minimum education requirements are:

• Bachelor’s degree in relevant field (may substitute two years of relevant experience per one year of required education)

 The minimum experience requirements are:

• 5 to 7 years Billing management experience
• Strong working knowledge of gas and electric utility protocols and market operations for both competitive and regulated markets

• Working knowledge of distributor operations, regulatory environment and Utility Commission Rules

• Experience contributing to success in a project management environment
• Experience contributing to the success of call center and revenue operation towers
• SAP experience is a plus

 SKILLS AND COMPETENCIES

• Clear understanding of business policy and practice throughout entire retail business
• Absolute credibility with internal business partners and customers
• Excellent analytical, organizational, and time management skills

• Advanced interpersonal, presentation, and oral/written communication skills

• Ability to assess root cause of problems and identify/recommend solutions
• Proactive in identifying potential issues and recommending/implementing solutions
• Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
• Proficiency in Microsoft Office suite; specifically Excel and advanced formulas/functions in Excel

 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