Manager, Invoice Pay

Position Summary/Objective

The FAS (Finance & Accounting Services) Invoice Pay Manager will be responsible for the Invoice Pay operation, including hiring, managing, and developing the team; monitoring and scaling the operation; process improvements; maintaining processing standards; and delivering a quality product in the customer's tenant. This position is responsible for developing key metrics to share with the leadership team and the customers during Quarterly Business Reviews.

. Essential Functions/Duties/Responsibilities

• Work with managers from other departments to ensure collaboration on shared goals and process improvement
• Identify opportunities to streamline processes, scale the operation, create metrics, and communicate success and challenges with the internal and external customers; look for opportunities to upsell the Invoice Pay customers with FAS products
• Proactively develop talent; attract, retain, and develop a diverse team that will meet the future needs of the business; set clear direction, goals, and expectations about performance.
• Onboard staff, develop and maintain training materials
• Participate in Invoice Pay kickoff meetings and customer Quarterly Business Reviews; create meaningful content that shows the value of the Invoice Pay service

• Answer Invoice Pay questions: customer health, campaign statuses, reference referrals
• Work with the leadership on the growth strategy and strategic initiatives
• Responsible for rebate monitoring and customer payments
• Process improvements to streamline and scale the operation
• Customer escalation resolution
• Rolling out new products/ enhancements: Customer adoption of new products, introduction of additional service offerings
• Maintaining relationships with 3rd parties
• Research/ Track payment-related questions/problems until resolution – Escalation
• Develop/ Maintain required documentation - Welcome Packet, Hyper care/ transition materials, Invoice Pay Reconciliation Process
• Knowledge Transfer with customers - Hyper care, new enhancement questions, OSV Support Training, OSV Atmosphere Training, Recon Process
• Develop/ review trend analysis and exception handling: Actual spend vs. contracted spend, payment type analysis (optimizing SUA), JPMC campaign spend vs. actual spend, SUA unenrollment analysis, product adoption analysis
• Daily monitoring: Ensure processing, check for exceptions - Settlements, Payment, missing memos

Competencies

• A polished communicator at the C-level and senior leadership
• Demonstrated experience scaling an operation, creating process improvements, ability to clearly explain new processes and procedures, and persuade others to accept or adapt to new processes
• Strong listening and customer service skills: desire to reduce customer effort, enhance customer experience
• Hold customers accountable to their contracts; hold timely conversations when needed
• Strong leadership skills, including coaching and mentoring
• Advanced troubleshooting, research, & analytic skills
• Strong written communication skills
• Project management skills
• Experience identifying and prioritizing solutions to complex business problems
• Strong interpersonal skills
• Process-oriented

Supervisory Responsibility

Responsible for the management of the Invoice Pay team.

 Qualifications and Experience