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DLA Piper · 4 days ago

Sr Manager Billing Administration

Greater Boston

Full-time

Hybrid

Senior Level, Lead/Staff

$149K/yr - $237K/yr

8+ years exp

DLA Piper is a collaborative and supportive firm that values its people. The Sr. Manager Billing Administration will oversee e-Billing, Service Desk, and Billing Operations Support functions, ensuring service levels are met and identifying areas for improvement. The role involves managing a team, implementing process enhancements, and providing training to ensure consistency across the firm.

AdviceLaw EnforcementLegalProfessional Services

No H1B

Responsibilities

Manages the performance of a consolidated Legal Billing Administrative Team responsible for areas such as e-Billing, Accounting Service Desk, Matter Creation, Rates Administration, and various Operations Support teams / processes to meet and exceed service delivery standards of a large dynamic legal billing department. Responsible for evaluating individual performance throughout the year and preparing annual performance evaluations

Ensures first-level support for all clients is timely, accurate, and complete

Reviews, aggregates, and communicates relevant, critical service trending data to Billing leadership to assist with overall billing effectiveness

Responsible for ensuring the team meets or exceeds performance standards and metrics

Creates an environment of continual process improvement. Evaluates, plans, and implements improvements in business processes and practices

Regularly communicates with and solicits feedback from all Billing teams to continually refine and improve performance

Proactively identifies automation opportunities and technology improvements to billing tools; prioritizes efforts and drives improvement tasks to completion

Executes process improvement solutions to billing problems, using data analysis and optimization tools to support strategic process improvement plans

Establishes and enforces support policies, including service level agreements, escalation processes, ticket handling, and customer satisfaction monitoring and measurement

Works closely with e-Billing staff on new client e-billing set-up. Reviews new entries for accuracy and ensures all relevant data has been entered

Ensures billing rates are entered correctly. Monitors for accuracy and updates

Leads a variety of different projects. Develops plans, schedules, and resources aimed at expanding service delivery, including the development of new technology. Serves as subject matter expert to internal and external cross-functional teams including accounting, billing, and information technology

Analyzes business processes and analyzes process flows based on analyses to ensure that the most effective processes are in place

Develops effective processes flows to ensure the most effective processes are in place

Continually researches and remains current on best practices. Identifies, documents, and communicates system and procedural issues across departments. Liaises with leads in other departments to develop best practices and implement solutions

Works closely with 3rd party vendors on resolution of technical or system issues. Confirms systems are working properly and that issues have been resolved

Facilitates regular communication of Service Desk results and trends to the Billing department

Manages and monitors requests coming into billing support teams such as a Finance / Billing Service Desk, various other administrative team, and e-Billing processes. Addresses escalated and complex issues independently. Facilitates resolution with appropriate resources

Other duties as assigned

Qualification

E-Billing managementService Desk operationsFinancial Systems knowledgeMicrosoft Office proficiencyAnalytical skillsCustomer Service certificationCommunication skillsTeam-orientedProblem-solvingAttention to detail

Required

Two plus years' experience managing second tier managers supporting administration and service staff in a high-traffic, first level contact Legal Billing Customer Service setting

Experience working with, establishing standards for, and managing a networked tracking system to create, manage, report on and resolve call tickets and escalate support requests

In-depth understanding of Service Desk operations and using telephone and email support techniques particularly in the area of assisting users with immediate response requirements

Working knowledge of Financial Systems, specifically familiarity with invoice creation and electronic invoicing in legal systems such as Elite or Aderant

Strong proficiency in Microsoft Office

Strong communication and interpersonal skills required to interact with staff and timekeepers

Must be a strategic, creative and innovative thinker

Must be team-oriented and have ability to work effectively and collaboratively in a fast-paced environment which may require long hours to meet workload needs

Strong attention to detail

Ability to troubleshoot and resolve complex problems required

Proven analytical skills

Ability to work independently and is able to take direction well

Ability to lead and manage a diverse team and provide training and guidance to ensure consistent application of billing procedures across the team

Must exercise sound judgment and decision-making skills

Bachelor's Degree in Business Management, Accounting, Finance, or a similar field

8 years of experience in an accounting or billing environment, preferably in a law firm or professional services organization