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Job Summary

As Billing and Collection Supervisor, you will lead a team of Billing and Collection Analyst that is dedicated to supporting the invoice to cash activities for a group of Global Customer accounts in APAC. This role will also be responsible for delivering the financial results for this group of customers, included Aged Debt, Customer Resolution SLO and unapplied cash/credits.

Responsibilities

• Provides coaching and development for the team including setting and consistently reviewing KPI’s.

• Oversee analysis of customer creditworthiness within established guidelines to make recommendations regarding extension of credit and credit amounts

• Responsible for customers’ open balances collections, reconciliations, unapplied payments & unapplied credit memos reconciliation

• Manage pro-active collections activities to highlight customer balances due in the current period and implement procedures for customer communications to obtain assurances of payment within payment terms

• Oversee maintenance of customer credit and collections documentation to support audit and legal requirements

• Analyze and perform billing adjustments timely and accurately to customer accounts, making sure that the proper levels of authorization and documentation are in place 

• Manage customer queries cases in SFDC (Case management) timely and accurate manner to meet all internal SLAs. Timeliness and quality of the invoicing output, among other SLA’s will be monitored to ensure end to end business processes are followed

• Works closely with cross functional organizations to respond to customer inquiries to investigate and resolve potential customer billing issues with proper levels of authorization and supporting documentation in place 

• Resolve and track billing issues as they arise, working with the upstream teams to fix root cause problems (e.g. SLA credits, install date discrepancies) 

• Provide input into the on-going development and support of billing and collection systems, processes, and policies 

Accountabilities

• Manages customer specific project/initiatives to improve the service we provide to them and resolve long-standing issues

• Understand contractual conditions and partner with Sales and Legal to make recommendations to provide scalability and new ways of working.

• Builds a strong and collaborative relationship with the Customers key decision maker and day to day operations team

• Creates account distribution and alignment with Customers, Sales, Geography and Tiers

• Participates in/leads stakeholders in service improvement initiatives

• Identify policies and procedures, proactively seeking continuous improvement

• Participates in process improvement initiatives / UATs / projects or ad hoc assignments as needed 

Qualifications

• Bachelor’s or equivalent professional qualification

• 5+ years’ experience preferred in a customer-facing environment

• Detailed oriented and contribute to process enhancements

• Excellent collaboration skills with internal teams/external customers

• Experience in identifying and delivering process efficiencies

• Fully Bilingual in English and Mandarin 

• Proficiency in Japanese (written and spoken) is preferred

Knowledge, Skills, and Abilities

• Collaborative personality and ability to build strong personal relationships

• Requires a high level of analysis, judgment, negotiation, and problem-solving skills

• Well organized, with attention to detail and a dedication to resolving issues

• Calm and effective under pressure. Able to remain professional in high-stress situations

• Able to plan, execute and manage high volumes of work

• Embraces change and supports the team management through it

• Able to interact with Management levels of internal and external clients

• Experience with Oracle Cloud, Collection Module and Salesforce

• Strong background in Microsoft Office, specifically Outlook and Excel

• Puts the customer at the center of everything

• Role Model for Equinix Culture and Values 

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.