Manager, Billing Support & TPA

Job Title

Proud to share LSEG in India is a Great Place to Work certified (Jun '25 – Jun '26).

Directs and coordinates Usage Billing, My Account, Billing Desk and Third Party function within Order Management. This role will include handling team leads who in turn manage staff of around 10-15 individuals, providing leadership and expertise to their team, meeting targets for timeliness, driving quality across the process, MTTR, Case Volume Reduction, driving efficiency, meeting service levels, and achieving relevant role-based performance objectives.

Key Responsibilities and Accountabilities

• Leads Usage Billing, Billing Desk, My Account Team and Third Party function within Centre of Excellence globally in close partnership with Sales Order Management, Credit Controllers, Billing Execution team, Technology, Frontline helpdesk functions, Workflows and Service Delivery teams
• Setting annual department goals in alignment with DSO/GSO and progressive targets on quarterly basis to support company goals and supervise them for delivery
• Works with team leaders, managers and knowledge specialists to ensure that team members have the appropriate training to perform to required work using Skills Matrix and Learning Framework
• Embed QAS, Write Right within COE and Improvise documents to drive QAS usage and accuracy
• Support Strategic Programs like CPQ Migration, BON to RTO, Beacon, Billing Accuracy improvements and E-commerce
• Drive Improvements on Billing & My Account Teams working closely with Workflows and Dev team to live the vision of Self-Service Capabilities and Chat Bot
• Handles customer queries and critical issues in an effective manner. Intensify all delays and service disruptions to internal groups as appropriate.
• Leads continuous improvement for improving process, systems and tools including partnering with support functions to remove the obstacles, remove waste and non-value add tasks, eventually to create capacity - Using FMEA, Value Stream, Deep Dives etc.
• Ensures effective performance / feedback mechanisms are in place to continually supervise and improve performance across the team
• Leads, Mentors, Coach and partners to effectively resolve outstanding billing issues on a timely basis to avoid larger impacts.
• Engage top talent within COE into site-wide or order management wide initiatives
• Uses Risk management processes to mitigate issues to reduce exposure
• Monitor, track, document and report Risk Events on a regular basis to improve risk awareness and appropriate documentation
• Experience of interacting at senior levels and ensuring credibility is maintained through strong delivery against commitments.
• Manage the team to ensure that customer's requirements are met and reviews conducted and the team focuses to improve the experience Pulse feedback score.
• Provides direction to employees according to established policies and management guidance. Administers company policies that directly affect subordinate employees.

Skills and Proficiency

• People management - Leads and handles people, holding responsibility for motivation, attraction, retention and performance management.
• Customer management - Builds trusting relationships with internal and external partners (including customers) to understand their drivers and ensure delivery of positive outcomes.
• Operational Improvement - Identifies opportunities to improve efficiency while providing detailed analysis to optimize cost effectiveness.
• Change Enablement - Uses a systematic approach to deal with change, transition or transformation of an organization's goals, processes or technologies, implementing strategies for effecting behavioral and cultural change, controlling change and helping people to adapt to change.
• Customer Centricity - Demonstrates a customer-centric approach to explore business challenges, developing tailored solutions and providing trusted advice.
• Critical thinking - Develops a broad view of the role and its mission to innovate through analysis of issues and trends and how these could be linked to responsibilities, capabilities and potential growth of the organization
• Business approach - Ensures a way of thinking which involves seeing problems as opportunities and then turning those opportunities into business.
• Communication - Communicates with clarity and precision, presenting sophisticated / technical information in a concise format that is audience appropriate.
• Decision making - Selects between two or more alternatives proficiently by collecting information to reach the best outcome in the shortest amount of time.
• Issue management - Handles customer concern at all levels so that incidents and problems are dealt with.
• Risk management and mitigation - Uses appropriate methodologies, tools and techniques to identify and evaluate the organization's risk exposure, mitigating and leading against unacceptable risks.

Qualifications & Experience Requirements

• Experience in Sales Order Management, Usage Billing, Order to Cash functions with in-depth knowledge Billing Systems preferred
• Team Leader with minimum 2 plus years of experience in the current role
• LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.