Position ObjectiveThe Billing Manager leads the end-to-end billing function, ensuring timely and accurate invoicing, revenue realization, cash-flow support, and exceptional customer service. The role oversees billing operations, client escalations, financial controls, process improvement initiatives, and team performance while partnering across Payroll, Finance, Sales, Operations, Credit & Collections, and Client Services.
The Billing Manager protects revenue through effective invoicing processes and ensures operational excellence throughout the billing lifecycle.
Key ResponsibilitiesBilling Operations Leadership- Lead daily billing operations across multiple business lines and customer programs.
- Ensure accurate and timely invoice generation and delivery in accordance with contractual and client requirements.
- Monitor billing productivity, backlog, cycle times, and service-level performance.
- Manage exception reporting, prioritization, and resolution processes.
- Ensure adherence to established billing policies, procedures, and controls.
Revenue Protection and Financial Controls- Oversee billing quality-control processes to minimize invoice errors and revenue leakage.
- Ensure all validated billable activity is invoiced timely and accurately.
- Review aging trends and partner with Credit & Collections to support cash-flow objectives.
- Monitor billing exceptions, credits, rebills, write-offs, and revenue-impacting adjustments.
- Support internal and external audit requests and maintain clear documentation and audit trails.
Customer and Escalation Management- Serve as the primary escalation point for complex customer billing issues.
- Resolve invoice disputes, rate discrepancies, purchase-order challenges, and billing inquiries.
- Partner with client-facing teams to improve customer satisfaction and payment outcomes.
- Support strategic client reviews and executive escalations.
- Maintain clear stakeholder communication until issues are fully resolved.
Leadership and Team Development- Manage, coach, and develop Billing Specialists and Pay/Bill staff.
- Establish performance expectations, service standards, and accountability measures.
- Support hiring, onboarding, training, and succession-planning activities.
- Balance workloads and priorities to maintain service levels and business continuity.
- Foster continuous improvement, collaboration, and operational excellence.
Systems and Process Improvement- Partner on billing system enhancements, implementations, integrations, and testing initiatives.
- Identify automation opportunities and process efficiencies.
- Use reporting and operational data to identify trends, risks, and improvement opportunities.
- Participate in business transformation and integration projects.
Work Experience and AttributesEssential- Bachelor's degree in Accounting, Finance, Business Administration, or equivalent relevant experience.
- Five or more years of billing, accounts receivable, finance operations, or staffing back-office experience.
- Three or more years of leadership experience managing operational teams.
- Strong knowledge of invoicing, customer billing processes, accounts receivable, collections, and revenue controls.
- Advanced Microsoft Excel skills and experience with ERP or pay/bill platforms.
- Demonstrated ability to manage competing priorities in a high-volume environment.
- Strong analytical, communication, customer-service, and problem-solving skills.
Preferred- Experience in staffing, MSP, VMS, or contingent-workforce environments.
- Experience with Dynamics GP, 1Staff, Bullhorn, UKG, or comparable platforms.
- Experience supporting complex, high-volume, multi-client billing operations.
- Experience leading system implementations or operational transformation initiatives.
This position description outlines the principal purpose and main elements of the role. It is not intended to be a wholly comprehensive or permanent schedule of duties and may be amended to meet the changing needs of the business.
