Manager leading technical support teams for Acumatica, a cloud ERP software company. Overseeing customer escalations, support operations, coaching, and process improvement.
About the role
- Manager leading Manulife’s ASO billing operations for self-funded employee benefit plans. Overseeing financial controls, reconciliations, risk management, automation, and billing team development.
Responsibilities
- Lead the day-to-day administration of self-funded benefit plan billing operations
- Oversee monthly bill runs and invoicing of benefit claim costs, administrative fees, adjustments, recoveries, taxes, and other client financial transactions
- Ensure timely and accurate reconciliation of client accounts, funding arrangements, financial activity, Balance Sheet claims, and suspense accounts
- Manage complex financial transactions, escalations, and exceptions
- Monitor suspense accounts, beyond clearing standards items, and aged financial exceptions
- Maintain a strong control environment and audit readiness
- Identify, assess, and mitigate operational and financial risks
- Monitor, analyze, and report on KPIs, SLAs, and operational metrics
- Ensure compliance with internal policies, controls, audit requirements, and regulatory obligations
- Partner with Finance, Risk Management, and Control functions to strengthen processes and address control gaps
- Support internal and external audits and complete remediation activities for SOX / SOC 1 compliance
- Develop partnerships with internal and external stakeholders
- Act as an escalation point for complex client financial inquiries and billing-related issues
- Provide guidance on billing processes, funding arrangements, financial administration, and operational best practices
- Collaborate on client implementations, plan changes, and strategic initiatives
- Oversee SFS operational partners in the Philippines performing ASO billing back-office processing
- Identify efficiency opportunities through process optimization and AI automation
- Lead continuous improvement, innovation, digital solutions, analytics, and transformation initiatives
- Lead, coach, and develop a team of billing professionals
- Establish performance expectations and provide coaching, feedback, and development opportunities
- Support workforce planning, succession planning, and employee engagement initiatives
- Create an inclusive environment for team growth and contribution
Requirements
- Bachelor's degree in Finance, Accounting, Business Administration, Commerce, Economics, Mathematics, Data Analytics, or a related field
- 3-5 years of progressive leadership experience in financial operations, billing, accounting, client financial administration, insurance operations, banking, or a related industry
- Experience leading teams in a fast-paced, high-volume operational environment
- Strong understanding of financial controls, reconciliations, risk management, and operational governance
- Demonstrated ability to lead change and implement process improvements
- Strong analytical and problem-solving skills
- Ability to make sound decisions in complex situations
- Excellent communication, relationship management, and stakeholder engagement skills
Benefits
- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
- Learning and career growth support
- Inclusion and well-being support
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