CTC I&B Senior Supervisor

Job Purpose and Impact

The Senior Supervisor, CTC Invoice & Billing leads invoice and billing operations, supporting accurate and timely revenue recognition, cash conversion, customer experience, and financial control. The role is accountable for operational performance, billing exception reduction, control effectiveness, and continuous improvement across the end-to-end billing process.

The role partners with Commercial, Customer Service, Order Management, Tax, and other business teams to remove billing barriers, prevent recurring issues, and resolve complex exceptions. It also builds team capability and uses approved digital, analytics, and AI tools to improve performance and shift capacity toward higher-value work.

Key Accountabilities

• Financial performance and revenue protection: Improve invoice timeliness and first-time-right accuracy, reduce aged unbilled and blocked billing items, and help prevent billing-related disputes. Review the largest and oldest exceptions monthly, with clear actions, owners, and resolution dates.
• Billing exception governance: Establish appropriate governance for high-value and aged billing exceptions. Lead cross-functional resolution of issues involving pricing, customer master data, tax, proof of delivery, contractual requirements, system interfaces, and other billing dependencies.
• End-to-end operational performance: Lead invoice readiness, invoice creation and delivery, exception management, and service delivery. Achieve assigned targets for SLA, quality, productivity, invoice timeliness, exception aging, electronic-invoice acceptance, and related process measures.
• Controls and compliance: Ensure effective controls are embedded in billing processes. Oversee timely and accurate completion of pricing, tax, customer data, supporting documentation, approvals, invoice transmission, reconciliations, control testing, and remediation actions.
• Root-cause improvement: Use operational data and stakeholder input to identify recurring issues and address their root causes. Reduce rejected invoices, credit notes, rebills, rework, and billing-related collection delays through improvements to processes and upstream and downstream dependencies.
• Digital, analytics, and AI adoption: Build team capability in approved AI, analytics, and digital tools. Use dashboards, predictive indicators, invoice-rejection trends, credit-note patterns, billing-cycle performance, and leading and lagging KPIs to identify risks earlier and guide operational action.
• Migration and stabilization: Lead or support migration and stabilization activities, including transition readiness, process standardization, knowledge transfer, risk management, and performance stabilization.
• People leadership and capability development: Set clear goals and performance expectations, coach and develop employees, address performance gaps, recognize contributions, and build an inclusive, accountable team. Ensure employees complete assigned persona-based development and capability learning, and apply it in their daily work.
• Stakeholder partnership and team capacity: Improve stakeholder experience through proactive communication, issue ownership, responsiveness, and transparent action planning. Build team understanding of how billing performance affects cash conversion, revenue protection, dispute prevention, customer experience, financial accuracy, and period-end close. Redeploy capacity toward complex exception resolution, prevention, root-cause analysis, and business partnering.

Qualifications

Minimum Qualification

• Minimum of 4 years of relevant work experience; typically 5 years or more.
• Relevant experience in invoice and billing operations, order-to-cash, or a related finance operations function.
• Experience leading a team and managing performance, development, and stakeholder relationships.
• Demonstrated ability to manage operational performance, controls, escalations, and continuous improvement.
• Strong analytical and problem-solving skills, including the ability to use operational data to identify trends and drive action.
• Ability to partner across functions and communicate effectively with business stakeholders.
• Experience with ERP platforms, analytics, automation, or digital tools relevant to billing operations is an advantage.