Manager, Billing Services

US-PA-Royersford
Requisition #
2017-15547
Category
Finance
Type
Full-Time
Work From Home (Virtual)
No

Overview

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
 
Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
 
Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.
Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Responsibilities

The primary purpose of this role is to lead the centralized Billing Services functions for IM Data Management NAO and deliver all Service Level Agreements for timeliness and accuracy for our internal and external customers including Customer Care, Account Management and the Shared Service Contracts Administration team. The role requires the ability to balance the need to build a team to support peak workloads with the business need of speed, accuracy, and focus on efficiency and cost effectiveness and continuous improvement. The successful candidate will be able to develop and maintain effective working relationships with: Customer Care, Account Management, Revenue Management, NAO Operations Management, SSC Leaders/Functions including Bangalore and SKP / Oracle / Secure base IT sys support to ensure process changes are fully understood and anticipated prior to impacting the centralized SSC Billing teams. The successful candidate will be internally and externally customer focused, have demonstrated leadership and problem solving skills.   

Responsibilities:

  • Lead Centralized Billing teams for IM NAO for our Data Management line of business with revenues over $400 million per year
  • Lead daily/weekly/monthly billing processing and related month end functions including monthly reporting and exceptions. Ensure timely and accurate billing to facilitate proper revenue recognition for IM NAO (>27k monthly invoices totaling > $38M in revenue).
  • Manage/Liaison to Billing Services Providers to ensure accuracy and timeliness of invoice delivery and related online portals. Provide related metrics and measure cost savings related to new invoice design.
  • Lead Continuous Improvement in related areas including but not limited to billing exceptions, billing adjustments, billing questions, price increase process and month end close processes.   Deliver monthly metrics on normal operations and continuous improvement.
  • Collaborate with customer facing teams to ensure a positive customer experience in the overall billing services arena (Customer Care/Account Management) and related processes.
  • Liaison to IT for Billing Services/Invoice issues and drive related enhancements for billing platforms (SecureBase/Oracle).
  • Manage through new product introductions/releases to ensure adherence to billing policy/procedures/system requirements to ensure proper revenue recognition and any REIT compliance.
  • Collaborate with SSC Leadership to solve for Contracts/ Billing/Accounting/Collection related issues and processes.
  • Drive Service oriented environment for internal/external customers ensuring SLA’s are delivered timely and accurately.
  • Responsible for all related SOX controls in revenue cycle for the Data Management line of business. Ensure accuracy and timely completeness of controls.
  • Oversee with offshore/Bangalore billing activities to ensure timeliness, accuracy and overall completeness. Continuously identify opportunities to offshore where feasible to drive cost savings and efficiencies.
  • Core participant in Billing Projects including Billing Roadmap/Go to Market/REIT)              
  • Work Closely with Revenue management and IT billing sys support to ensure the quarterly price increases, new initiatives, admin fees, fuel surcharges and month end billing closes occur as expected.              
  • Provide suggestions on ways to improve efficiency between the Billing, Revenue Management, Collections, NAO Operations Management

Qualifications

A successful candidate should possess the following:

  • Strong leadership skills
  • Experience in leading large global / remote teams
  • Prior experience in managing large enterprise billing teams
  • Strong Microsoft Excel skills
  • Strong analytical and organizational skills a must
  • Excellent problem resolution skills
  • Highly motivated and Customer focused (internal and external)
  • High energy level with strong work ethic
  • Ability to think strategically, and act tactically
  • Excellent written and verbal communication skills
  • Ability to effectively interact with varying position levels including senior management
  • Strong interpersonal and diplomacy skills, positive attitude and teamwork driven
  • Strong people leadership skills are critical to the success of this position.   The successful candidate for this position must be able to inspire others to deliver a high level of TCS.    
  • The role will have direct solid line leadership responsibility. This role will be responsible for a team of roughly 20 global employees with 3 being direct reports onshore. It will require the ability to influence a team to deliver results under tight dead lines.
  • This position requires the ability to gain a deep understanding of Iron Mountain’s contract and billing systems. Through system knowledge and experience the successful candidate will be able to coach subordinates on creative ways to efficiently address evolving customer needs.
  • The common problem for this role will be challenges like how to satisfy uneven volumes of incoming work with inflexible SLA and a fixed work force. The successful candidate will be able to build bridges with his/her upstream customers and anticipate upcoming work level peaks and new programs.  
  • This position has a very direct and immediate impact on internal and external customers. Every customer receives a bill. The goal of this role is to deliver each customer an accurate invoice which the customer can quickly understand approve and pay. Timeliness and accuracy of this teams work will directly impact our customers. Through effective relationships the successful candidate will anticipate needs and manage expectations to drive a service oriented environment and sustain a positive customer experience.
  • This position has daily impact on all of IM’s North American internal and external customers.
  • The primary area of impact for this position will be with the NAO Revenue and resulting NAO generated cash flow. Accurate and timely billing and a positive customer experience is the primary deliverable of the team. Defining areas of continuous of improvement and billing enhancements while maintaining efficiency is key.
  • Strong leadership and effective interpersonal skills are essential for the successful candidate. These skills will be utilized both internally and externally. The successful candidate will also be called on to develop, present and negotiate solutions which meet both customer and IM business needs.    
  • The successful candidate will have an ability to influence and motivate when high levels of complex work arrives with little early visibility and short turnaround times.    
  • This position will require the ability to schedule and lead meetings, consolidate information and prepare presentations. The position will be expected prepare monthly reporting packages distribute them physically and present them visually through the use of projection equipment.    
  • 10% travel required
  • Education/Experience:  4 year college degree / 4 - 7 years required, 7 - 10 years preferred

Compliance Obligations:

 

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies
  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
  • to complete required training within the allotted time frame