The Director of Shared Services will manage company-wide Shared Service functions which will initially include A/R; collection activities; Customer Portal arrangements; Billing accuracy for equipment, chemicals, parts and services, and installation; Customer data set up and integrity; Cash Application processes; Deposit management; customer credit processes and issuance; and overall customer satisfaction with NCS administrative processes. The responsibilities will include standardizing all processes which drive organizational alignment with a focus on continuous improvement in transactional activities based on lean principles. Empowered to “make it right” for customers within agreed upon delegation of authority.

• Lead the AR, billing, cash application, customer portal and customer billing functions
• Design and build the shared services model and work to consolidate the enterprise-wide AR and billing functions centrally
• Develop Shared Services systems by ensuring the adoption of leading technologies such as automation, workflow, collaboration, and customer interaction
• Design and develop performance metrics, dashboards, strategic reports and scorecards for Shared Services which help with assessing, monitoring and analyzing department performance
• Maintain and improve Shared Service operations by monitoring performance and identifying and resolving root cause problems
• Ensure Shared Service policies, processes and operating procedures are clearly defined, up-to-date and documented
• Benchmark the Shared Services function on a regular basis to identify best-in-class process improvement opportunities and to identify potential cost reduction opportunities
• Responsible for development and implementation of the AR and AP departmental policies and strategic plans
• Utilization of best practices to identify non-payment trends and report on AR risk, working with team to lower denials and decrease write-offs
• Review current processes and workflows and makes changes as needed for more efficient and productive results, as well as assuring proper division of duties for internal control purposes
• Maintain accounting files in accordance with GAAP and record retention requirements
• Maintain professional and technical knowledge by tracking emerging trends in shared service center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, and benchmarking best-in-class processes
• Proactively monitor AR and work with collections team, BU salesforce and controllers to develop plans/solutions to reduce overdue balances
• Other duties as assigned

Skills

• Ability to manage relationships both internally and externally
• Ability to effectively secure prompt payment from customers while employing commercial sensitivity, business acumen, and good judgment
• Ability to multi-task and work in a fast paced, high volume environment
• Time management and time critical prioritization skills
• Demonstrated, superior leadership, problem solving, team building, and decision making skills
• Knowledge of general accounting principles relating to Accounts Receivables, Cash Applications, Billing and Collections
• Strong analytical, problem solving and customer service skills
• Ability to develop and manage relationships and lead cross-functional teams within the Revenue Cycle, as well as work with leadership to build and drive organizational strategies
• Professional communication skills (phone, interpersonal, written, verbal, etc.)
• Professional customer service skills
• Thorough, accurate, and strong attention to detail
• Self-motivated, proactive, detail oriented and a team player
• Full proficiency with Microsoft Office (Word and Excel)

Experiences:

• Proven track record of successfully building and managing a shared service organization
• 10+ years of directly related experience
• 10+ years of Management and/or Supervisory experience
• ERP system experience
• Prior A/R Supv/Mgmt Responsibility
• Knowledge of company policies, procedures and forms at an expert level
• Knowledge of conflict resolution techniques at an expert level
• Team lead/management experience – day-to-day, training, mentorship, development
• Maintain high level of confidentiality

Education

• Bachelor’s Degree in Finance or Accounting Required