Xerox XONE Billing FLM in Guatemala

Role, Purpose, and Scope

The First Line Manager (FLM) will manage a team of Billers, within the Services Center of Excellence, to achieve business objectives while maintaining an environment with focus on customer satisfaction and professional customer support.

The FLM will provide guidance to the team in real time operational performance, ensuring service level targets are achieved as set by the business. They will also be responsible to report performance of related business units to the management team and manage information flow to ensure service level objectives are being achieved.

Major Responsibilities

  • Lead a team via creating and maintaining an environment with intense focus on delivering timely and accurate processing of billing and customized invoice presentment.

  • Create a culture that focuses on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives.

  • Drive improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

  • Coach, provide direction and enforce policies/standards to help the team achieve departmental goals and objectives.

  • Expert communication, negotiation, customer service, and problem solving skills working with the internal and external customers to drive customer satisfaction with accurate billing, invoice presentment, creating a payable invoice.

  • HR responsibilities of managing a team of people, providing developmental and performance support and feedback, and successfully navigating conflict resolution in accordance with HR guidelines and policies.

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Background, skills, experience and qualifications

(please denote whether desired or preferred)

Qualifications

  • Fluent in English, both written & verbal.

  • Degree from an accredited university or equivalent work experience.

  • 3 years previous management in an operational environment.

  • Intermediate to Advanced Microsoft Excel skills including the ability to use formulas, formatting, pivot tables and sort/filter.

  • Able to read and interpret complex documents, including complex, customized contracts, pricing, and presentment requirements, and coach employees to effectively write routine correspondence with internal/external customers.

  • Proficient with Microsoft Office Outlook, Word, and PowerPoint.

  • Demonstrated problem solving skills.

  • Demonstrated strong quantitative, analytical, and controllership skills.

  • Effective at managing multiple priorities.

  • Strong facilitation & change management skills.

  • Team & action oriented self-starter.

  • Demonstrated leadership attributes; customer driven approach, cross functional teamwork, decision making, strategic implementation & management of operational performance.

  • Ability to work overtime and holidays as business needs dictate.

Desired

  • Ability to travel to US; valid passport

Work Hours

  • Team coverage hours are 7am-6pm US Central Time. Ability to work within those hours required.

  • Ability to work overtime on evenings and Saturdays as needed.

  • Ability to work US and Local company holidays as business needs dictate.

Role specific competencies and requirements

(please denote whether desired or preferred)

Primary Skillset Needs

  • Fluent in English, both written & verbal.

  • 3 years previous management in an operational environment.

  • Intermediate to Advanced Microsoft Excel skills including the ability to use formulas, formatting, pivot tables and sort/filter.

  • Able to read and interpret complex documents, including complex, customized contracts, pricing, and presentment requirements

  • Proficient with Microsoft Office Outlook, Word, and PowerPoint.

Job: Accounting

Organization: Human Resources Europe-X000000137

Title: XONE Billing FLM

Location: Guatemala

Requisition ID: 17000747