Position Summary:
We are seeking a strategic and results-driven Director, Customer and Broker Accounts to lead and oversee all aspects of billing operations for our business. This role is responsible for ensuring accurate, timely, and customer-centric billing processes, while driving operational efficiency, compliance, and innovation across the billing lifecycle.
Key Responsibilities:
Leadership & Strategy
- Lead the billing operations team providing direction, coaching and support to Team Leads, Quality, Operations and Support staff.
- Evolve and execute the billing strategy aligned with corporate goals and customer experience standards.
- Partner with Technology Solutions, Underwriting, Claims, Sales & Distribution and Customer Service to ensure seamless integration of billing processes.
Billing Operations
- Oversee end-to-end billing processes including invoicing, payment processing, refunds, account changes, and account reconciliations.
- Ensure accuracy and timeliness of billing for all insurance products (auto, home, commercial, etc.).
- Ensure accuracy and timeliness of broker commission payments.
- Monitor and improve billing cycle times, service level targets, error rates, and customer satisfaction metrics.
Compliance & Controls
- Ensure compliance with regulatory requirements, internal controls, and audit standards.
- Maintain documentation and reporting for ICFR, PCI, and other relevant frameworks.
Technology & Innovation
- Drive automation and digital transformation initiatives within billing operations.
- Evaluate and implement processes and tools to enhance scalability and performance.
Customer Experience
- Champion a customer-first approach to billing, ensuring clarity, transparency, and responsiveness.
- Resolve complex billing issues and escalations in collaboration with customer service teams.
Analytics & Reporting
- Develop KPIs and dashboards to track billing performance and identify improvement opportunities.
- Provide regular reporting to senior leadership on billing trends, risks, and strategic initiatives.
Qualifications:
- Bachelor’s degree in Finance, Accounting, Business Administration, or related field (MBA or CPA preferred).
- 10+ years of progressive experience in billing, finance operations, or revenue cycle management.
- 5+ years in a leadership role, preferably within the insurance or financial services industry.
- Deep understanding of P&C insurance products, billing systems, and regulatory environment.
- Proven track record of leading process improvements and technology implementations.
- Strong analytical, communication, and stakeholder management skills.
Preferred Skills:
- Experience with enterprise billing platforms (e.g., Guidewire Billing Center).
- Experience managing large teams and dealing with cross functional stakeholders
- Familiarity with Agile project management and digital transformation initiatives.
- Bilingual (English/French) is an asset for Canadian roles.
High degree of proficiency with English is required to service customers, both internal to the company and external, across Canada.
Salary Range:$101,000 - $186,000
