Purpose of role

Provision of an excellent Contracts & Billing service is critical to the achievement of the Business Service Centre (BSC). This role reports to the VP Finance – Customer and Revenue. You will be responsible for managing a team of associates within the Contracts & Billing team, based in Prague so this role will require co-location with the team in Prague. The purpose of your role is to ensure high quality processing of contractual changes and billing; alongside actively managing customer invoice queries and other customer requests connected to their contracts with Keyloop.

Key Duties & Responsibilities

Business As Usual:

• Proactively manage the Contracts and Biling team at the Business Service Center to ensure complete and accurate handling of billing and customer contracts globally.
• Lead and develop the team of up to 10 Contracts and Billing Specialists (including objective setting, evaluation, performance management, career planning/guidance, training, mentoring and coaching) based in Prague.
• Define and ensure adherence to billing and reporting cycle.
• Empower the team to ensure timely resolution of open cases around contracts by actively managing and reporting on the KPIs.
• Responsible for ensuring the production and analysis of accurate and timely monthly management reports.
• Responsible for providing training for employees on all contract processes and procedures, including identifying and validating training opportunities for the teams.
• Ensure adherence to policies at Keyloop level by proactively managing regional leads, including compliance with SLAs.
• Proactively improve the Contracts and Billing Management processes to provide a better customer experience and improved internal efficiency. Ensure processes followed by the team are compliant with internal control / process requirements.
• Actively work with the Collections Manager to ensure that billing related matters are addressed promptly and responded to in accordance with established SLAs, providing a seamless customer experience.
• Manage relationships with internal stakeholders in Sales, Aftersales, Finance, Legal, Support
• Proactive approach to communication internally, cross-functional and with customers.
• Drives continuous improvements within the Contracts and Billing team and works cohesively with other teams and managers in the BSC.

Projects:

• Ensure deployment of new systems across all markets in accordance with the project plan and in conjunction with the project team.
• Actively monitor with the team post-deployment to ensure that new systems and related processes are stabilized in relevant markets where already deployed.
• Identify opportunities for improvement of new systems and processes and work with relevant teams (IT, Business etc) in ensuring the changes proposed are tested and satisfactorily deployed.

Acquisitions:

• Active involvement along with the relevant teams in ensuring that entities acquired by Keyloop are integrated into Keyloop ways of working in terms of data (including migration of contracts), systems and processes.

Skills / Knowledge / Experience & Qualifications

• Management of a customer contact center and/or customer service function is essential.
• Big 4 experience is favorable.
• Prior handling of teams exceeding 10 members.
• Experience of dealing with customer stakeholder at all levels in their organization.
• Strong ERP experience (particularly NetSuite, Business Central and Salesforce ).
• Advanced in MS Excel, Word and Outlook.
• Ability to manage and prioritize workload.
• Proficient in English language.