Team Lead - Order to Cash (Billing & Customer Portal Uploads)

Role Overview

The Team Lead is responsible for managing end-to-end billing operations and customer invoice uploads across multiple customer portals while ensuring accuracy, compliance with customer-specific requirements, and adherence to SLA/KPI targets. The role involves leading a team, driving process improvements, collaborating with cross-functional stakeholders, and ensuring timely invoice delivery to support cash collection and DSO improvement.

Key Responsibilities

• Billing and Customer Portal Upload Management
• Ensure accurate and timely invoice generation as per contractual agreements.
• Monitor orders pending in billing queues and coordinate with Sales, Order Management, Finance, and Business teams for invoice-related issues.
• Manage invoice uploads on customer portals (Ariba, Coupa, Tungsten and customer-specific portals).
• Ensure customer onboarding and document exchange setup before portal uploads.
• Validate customer-specific upload requirements and mandatory supporting documents.
• Troubleshoot upload failures and coordinate with internal teams for timely resolution.
• Monitor portal rejection trends and implement corrective actions.
• Ensure all uploads are completed within customer SLA requirements.
• Ensure compliance with internal controls, audit requirements, and SOX guidelines.

Team Leadership

• Lead and mentor a team and conduct regular performance reviews, coaching sessions, and development discussions.
• Allocate workload and manage team capacity planning.
• Define individual KPIs and monitor productivity and quality metrics.

Stakeholder Management

• Partner with Sales, Customer Service, IT, Master Data, and Credit & Collections teams.
• Participate in monthly performance review meetings with leadership.
• Manage escalations from internal and external stakeholders.

Process Improvement and Reporting

• Identify automation opportunities to improve billing and upload efficiency.
• Standardize SOPs and work instructions.
• Monitor KPIs and prepare operational dashboards.
• Track and report Invoice Cycle Time, Portal Upload SLA, First-Time-Right Upload Rate, Rejection Rate

Required Skills

• Strong knowledge of Order to Cash (O2C) processes
• Billing and Invoicing expertise
• Customer Portal Management and Invoice Upload Processes
• ServiceNow (SNC) or ticket management systems

• Master's degree in Commerce, Finance, Business Administration, or related field
• 12–15 years of experience in Order to Cash, 5+ years of experience leading Billing and Portal Upload
• Experience in Global Business Services (GBS)/Shared Services/FSSC environment
• Exposure to customer portals such as Ariba, Coupa, Tungsten, and other customer-specific B2B platforms

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.