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.