Billing/Collections Supervisor

UPS • United States, United States • 6d ago

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Billing/Collections Supervisor is responsible to manage plan & execute operations processes to meet business requirements at optimal cost and at the same time meeting customer requirement in terms of quality, quantity & time. Reviews the operational practices, identifying the areas of obstruction/ quality failures and advises on system and process changes for qualitative improvement. Ensures adherence to quality standards & guidelines / master operating plans for streaming the process. Identifies controllable failures and takes preventive and corrective actions to avoid the recurrences. Focuses on quality enhancement with key emphasis on improving quality and improvement opportunities to achieve End-to-End.

Provides support to external and internal customers to ensure customer expectations are met and exceeded. This position monitors the efficiency of processes at their maximum level and ensures process, policy, and procedure changes are administered. Ensures the compliance of internal auditing of records. This position manages Team Leaders within the assigned areas and Administrative Assistants. AR/Billing Reconciliation Assistant Manager reports to a Manager.

RESPONSIBILITIES AND DUTIES

Handles escalations and queries for internal and external customers related to AR and Billing reconciliation

Drives team performance and motivates team to achieve business goals and customer satisfaction with his/her expertise

Is expected to be the leader of the work group

Assesses performance indicators to determine areas meeting and falling below business expectations

Conducts operational audits to ensure effective operational performance

Identifies and suggests end-to-end process improvements to improve contact center operations

Determines employees' training needs to produce continuous development plans

Provides on-going feedback and support to improve performance

Conducts performance evaluations in a consistent, fair and objective manner to encourage continuous performance improvement

Holds others accountable to established performance levels to achieve individual and group goals

Resolves individual and group performance issues in accordance with UPS's policies and procedures in a timely manner to motivate and foster teamwork

MANAGES AND MONITORS PROCESSES

Identifies and analyzes what-if scenarios and reviews enhancements to assess the impact of changes

Identifies and implements changes and process improvements to maximize efficiency, decrease errors, and reduce costs within the department

Reviews status and quality reports and adjusts controls to ensure proper procedures and corrective action steps are in place

Reviews and analyzes historical trends and data to ensure appropriate staffing.

Establishes goals and timelines to monitor progress and to ensure accurate and timely billing

Reviews processes to ensure efficiencies are maximized within the department

Conducts audits, identifies exceptions, implements corrective actions, reports findings, and maintains schedules to ensure compliance with internal audits.

MINIMUM QUALIFICATIONS

Experience in Finance and Accounting for 1 year minimum within UPS is required

Experience solving customer issues and handling inbound and outbound customer calls is preferred

Prior experience in Collections preferred

SKILLS AND KNOWLEDGE REQUIREMENT

Strong verbal and written communication skills, with the ability to effectively and professionally present information and respond to questions

Excellent analytical and problem resolution skills

Ability to work in a highly measured, fast-paced, production environment

Working knowledge of MS Office and databases

Bachelor's degree in F&A - preferred

AR & Billing knowledge - preferred

Comfortable to work in any shift timings as per process requirement

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