Position Summary: As the Manager of Billing for the EMEA & AP region, you will play a pivotal role in ensuring the smooth and efficient execution of billing-related operations for our customers in the region. You will lead a team, providing guidance, support, and fostering a collaborative and high-performing work environment. Your exceptional organizational and leadership skills will be essential in coordinating cross-functional efforts, optimizing processes, and delivering outstanding customer service.
Primary Responsibilities
* Team Leadership and Management:
o Lead, inspire, and manage a remote-based team of order management and billing professionals in the region.
o Work with your Line Manager to set clear performance expectations, provide regular feedback, and conduct performance evaluations to drive individual and team growth.
o Foster a positive and collaborative work environment, ensuring effective communication and cooperation among team members.
o Support your Line Manager to ensure Billing processes in EMEA & AP are aligned as much as possible with the ones in other regions.
* Billing and Invoicing:
o Manage the billing and invoicing process, ensuring accurate and timely generation, delivery, and reconciliation of invoices.
o Manage all billing-related requests, i.e., adjustments, credit notes, extensions, renewal data validation, contact updates.
o Collaborate with finance to resolve billing discrepancies, address customer inquiries, and support revenue recognition activities.
o Continuously evaluate and improve billing processes, systems, and controls to enhance efficiency and reduce billing errors.
* Customer Service and Relationship Management:
o Work closely with customers, internal teams, and partners to address billing-related queries, resolve issues, and ensure a high level of customer satisfaction.
o Organize and run calls with key partners to answer queries around Uniguest billing practices and smooth running of operations.
o Proactively identify opportunities to improve the billing experience for customers, advocating for process enhancements and system improvements.
o Develop and maintain strong relationships with key customers, understanding their unique needs and providing tailored support.
o Support the business by handling ad-hoc data entry needs and vendor/reseller data.
* Reporting and Analysis:
o Work with your Line Manager to identify and implement key performance indicators (KPIs) to track and monitor billing metrics, identify trends, and provide actionable insights to senior management.
o Support customer billing activities by providing reports to assist them with reconciliation processes.
o Analyze data to identify process bottlenecks, propose solutions, and implement process improvements to drive operational efficiency and productivity.
o Ensure compliance with relevant regulatory requirements and internal audit standards related to order management and billing processes.
Experience & Skills
* Strong leadership and people management skills, with experience managing remote or distributed teams.
* Excellent knowledge of billing processes, systems, and best practices.
* Experience in using billing-related software applications (e.g., Salesforce, ERP systems).
* Demonstrated analytical and problem-solving abilities, with a data-driven mindset.
* Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, customers, and stakeholders.
* Strong attention to detail, organizational skills, and ability to work in a fast-paced environment.
* Understanding of financial and accounting principles related to billing and revenue recognition.
Required Qualifications
* Bachelor's degree in business administration, finance, or a related field.
* Proven experience (5+ years) in billing, or a similar role, preferably in the IT/software industry.
What We Offer
* Competitive employee benefits package*
* Employee Assistance Program (EAP).
* Employee Referral Bonus Program.
* Career development and potential for advancement opportunities.
* Performance bonuses.
* Employee Recognition Rewards Program.
*Benefits package will depend on your position, location, and other eligibility requirements.
About Uniguest
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more – all designed to deliver a consistent and safe experience to our clients’ customers.
Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.
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