As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The opportunity:
APAC Billing Operations, the Manager, APAC Billing Operations will assist in providing support and execution of strategic initiatives for Billing efficacy and overall delivery excellence on the Order to Cash function. He/She brings their strong leadership, their best in class billing knowledge and their HR acumen to support their representative and team members through all aspects of the team member life cycle so they can deliver on their Billing goals. You are also a great business partner and problem solver, knowing what Sales requires and what other key stakeholders, including Accounts Receivable need from you to ensure we deliver on the Billing mandate. Integrations are a way of life for us so you will be a change leader, creating a resilient environment as we strive for flawless execution.
You are great at:
Accountable to lead and effectively engage and support a team of representatives and coordinators to ensure the team can deliver on billing goals, other priorities set for acquisitions integrations, including ensuring we have the right skills in the right place at the right timeAssist the Director, Billing Operations in achieving the strategic goals set by our key stakeholdersResponsible for the continuous improvement on the overall customer experience in relation to the billing helpdesk function.Accountable to create and effectively monitor to deliver on relevant Key Performance Indicators (KPI), Key Risk Indicators (KRIs) and corresponding Service Level Agreements (SLA) with respect to each billing team/group. Analyze and know the key drivers behind the numbers.Drive the right partnerships with regional/global peers and Billing leadership to define and maintain global standardization and consistency on processes, practices, and policies, including process automation goalsProactively identify operational issues for our region with recommended solutions, including risk mitigation plansDeliver some level of automation to address current manual activities associated with the billing operations.Accountable to ensure your team protects the OpenText brand, by effectively administering our organization’s legal and financial policies, internal and regulatory controlsDeliver on additional initiatives to support Billings mandate.
What it takes:
Minimum 5 years progressive leadership experience in relevant environment; Global billing for software-related services preferredHave at least 3 years of managing a customer service experience environment and with an extensive knowledge on CRM (Customer Relationship Management) system.
Demonstrated business acumen in operational excellence and change leadership to drive the billing excellence story.Demonstrated HR acumen to effectively onboard and support team through all aspects of the team member lifecycle (effective hiring, developing, training, performance managing, rewards, career growth, off boarding).Excellent communication skills, both written and verbal with all levels in organization, including demonstrated analytics on metrics information for process improvements and process automation recommendations and/or executions.Excellent problem-solving and root cause analysis skills with a customer-oriented focus.Good working knowledge on the Order to Cash (O2C) business processStrong working knowledge of Billing ERP and Microsoft office products; Knowledge on SAP and Salesforce would be an assetMid to Expert skill level on SAP, SQL, Excel, Power BI and other reporting tools. Can build simple and complex macros to drive reporting automation.Has a knowledge of integrating systems with office automation tools and work with large quantities of data and analyzing it to explain outcomes and impacts to all levels of the organization.Audit experience or experience improving internal controls within a Sarbanes Oxley framework.Ability to work under pressure, managing multiple priorities under tight timelines, including during month ends and quarter ends.
