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Operations · Bogota

Senior Operations Manager

Role Summary

We're looking for a Senior Manager of Service Delivery to lead end-to-end billing operations and query management. This role blends people leadership, operational excellence, client engagement, and continuous process transformation to deliver scalable, high-performing services.

Key Responsibilities

  • Service Delivery & Operations Oversee the full billing cycle ensuring accuracy, timeliness, and SLA/KPI compliance. Manage billing queries, dispute resolution, and root cause analysis. Drive process standardization, automation, and operational efficiency. Monitor dashboards and performance metrics.

  • Client Management Serve as the primary escalation point for billing and service-related issues. Build strong client relationships through regular governance reviews. Present performance insights, improvement plans, and value-add initiatives. Drive customer satisfaction and retention through proactive engagement.

  • People Leadership Lead, mentor, and develop high-performing teams. Manage workforce planning, capacity, and talent development. Foster a culture of accountability, collaboration, and continuous learning. Conduct performance reviews and succession planning.

  • Transformation & Continuous Improvement Identify automation opportunities (RPA, AI-enabled tools, workflow optimization). Lead digital transformation initiatives within billing and query management. Apply Lean/Six Sigma or process excellence methodologies. Implement best practices to boost productivity and cost efficiency.

  • Cross-Functional Collaboration Partner with Finance, IT, Sales, and Compliance teams. Participate in RFPs, solutioning, and new client transitions. Support audits and compliance reviews.

Key Competencies Billing operations & query management expertise · Client and stakeholder management · Operational excellence & SLA governance · People leadership and team development · Transformation mindset with automation focus · Strong analytical and problem-solving skills · Executive communication and presentation skills

Qualifications

  • Bachelor's or Master's degree in Finance, Accounting, or related field.

  • Experience in F&A or billing operations.

  • Experience in a leadership role managing large teams.

  • Experience in shared services, BPO, or global operations.

  • English level: B2/C1+

Department
Operations
Locations
Bogota
Employment type
Full-time
Operations · Bogota

Senior Operations Manager

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