Who We Are

FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.

At FTI Consulting, you will be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you will be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.

There has never been a more exciting time to join FTI Consulting, and this is where you will do the most exciting and fulfilling work of your career.

Are you ready to make an impact?

About the Role

Director, Operations - Global Billing Support is a Senior IT Leadership role in the Corporate Information Technology Group - Global Customer Services function. This position will identify, measure performance, and improve billing support services across the globe to ensure that the firm is receiving a best-in-class experience whilst being committed to delivering enhanced value to the business.

Truly Customer Centric

• Easy to do Business with by being an enabler to allow the firm to grow;
• Move away from just offering a reactive service to one that's proactive and subsequently predictive.

To achieve the desired outcomes for our internal customers we plan to align both regionally and globally to:

Systematically improve Quality of services

• Improve Consistency of Services
• Improve information sharing for Decision making and Quality Assurance

What you'll Do

The primary purpose of the role of Director, Operations - Global Billing Support is to manage and drive ongoing improvement activities within the global billing workstream and ensure all global billers are appropriately supported on a daily ongoing basis while proactively looking for opportunities to improve the delivery of billing support services to deliver enhanced value to the business:

• Develop and implement global billing support strategies and processes.
• Oversee billing operations to ensure accuracy, efficiency, and compliance with regulations.
• Manage a team of billing support specialists across multiple regions.
• Establish key performance indicators (KPIs) and metrics to measure billing performance.
• Conduct regular meetings with billers, segment and regional billing leads in regards to billing improvements and enhancements.
• Collaborate with finance and other functional teams to resolve complex billing issues.
• Provide leadership and guidance on resolving complex billing issues.
• Develop, implement, and oversee the Billing Program strategy including collaboration with Global Billing leadership, Finance and Accounting teams, Segment and Regional leadership, and the Information Technology Group
• Work with stakeholders to define business and technical requirements for system implementations. Establish on-going vendor relationships and coordinate protocols for proactively managing cost-effective solutions and system improvements
• Monitor industry trends and recommend improvements to billing systems and procedures.
• Prepare and present reports on billing operations to senior management.
• Implement training programs for billing support staff to enhance skills and knowledge.
• Drive initiatives to improve biller satisfaction related to billing interactions.
• Drive a sense of urgency and ownership for global billing support; adapt to become the "go to" person for the global billing customer base to ensure escalations are dealt with before reaching the firm's Global CIO.
• Special projects as assigned.
• Engage and lead the team.
  • Communicate a compelling vision and strategy for the team.
  • Ensure and drive adherence to performance management and development.
  • SMART Commitments, approved and aligned to the overall Global Customer Services work plan.
  • Assess talent needs to meet current and future business objectives and build team readiness plans.
  • Develop technical expertise through ongoing technical training for each team member.
  • Develop non-technical soft skills expertise through ongoing training.
  • Drive resource planning and readiness plans (volume, ensure optimal skills mix to meet utilization targets)
  • Ensure team meets response times and service level standards (including incident management during standard and non-standard hours)
  • Provide training regarding system testing and validation of new functionalities and enhancements
• Select and retain talented team members:
  • Recognize outstanding contributions and collaboration.
  • Workloads are balanced effectively.
• Assess the performance of others and reward the right results.
  • Establish high standards of performance, a climate of mutual accountability, and excellence in talent management.
  • Differentiate rewards for high performers.
  • Reinforce a customer-centric culture that focuses on collaboration.
• Operational Excellence
  • Proactively improve the billing experience with seamless support services.
  • Standardize the business operation foundation, improving operational efficiency.
• Take ownership and responsibility of escalated issues to ensure quality work is consistently delivered to a deadline, ensuring that expectations are set and met.
• Participates in deployment and implementation of billing enhancements, to ease the business-as-usual delivery and improve the billing experience. Where appropriate, escalating feedback received from customers to ensure the continuous improvement of the billing experience.

How You'll Grow

ITG uses an"IT Service Portfolio"approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business. FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals: Improve practitioner productivity and grow the business with IT, reduce risks with IT in the business, andmanage a balanced set of IT investments that meet business objectives. We encourage our employees to become "Super Users" of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.

Basic Qualifications

• 10+ years' relevant post-graduate experience with finance, accounting and billing operations in a professional services and/or law firm environment
• Experience with ERP system implementations
• 5+ years' experience managing and leading diverse global teams and previous management/personnel leadership roles
• 5+ years' experience in Service Delivery, System Engineering or Continual Service Improvement
• Applicants must be currently authorized to work in the United States on a full time basis; this position will not sponsor applicants for work visas

Preferred Skills

• Degree in Finance, Accounting and/or Computer Science, related field
• An experienced leader with a proven track record of establishing and leading high performing teams
• Exceptional knowledge of ITIL framework as well as high level of technical competence
• Awareness of large-scale technology programs and IT infrastructure environments
• Commercially astute and posses strong analytical skills, and able to make sense of complex and logical problems quickly
• Ability to prepare and present oral and written reports, business cases, presentations, recommendations and perform necessary research or investigations
• Able to work independently with little guidance, or as a team contributor in a fast-paced, deadline-driven environment.
• Strong Project Management Experience
• Ability to independently create, execute, track and measure a set of project(s)
• Ability to manage the work efforts of others, create and develop work plans, and deliver solutions

#LI-HB1

#LI-Hybrid

Our Benefits

Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:

• Competitive total compensation, including bonus earning potential
• Full package of benefits plans, including medical, dental, and vision coverage along with life and disability insurance
• Generous paid time off and holidays
• Company matched 401(k) retirement savings plan
• Potential for flexible work arrangements
• Generous paid parental leave with available planning tools, virtual expert coaching services and flex return support.
• Family care benefits, including back-up child/elder care
• Employee wellness platform
• Employee recognition programs
• Paid time off for volunteering in your community
• Corporate matching for charitable donations most important to you
• Make an impact in our communities through company sponsored pro bono work
• Professional development and certification programs
• Free in-office snacks and drinks
• Free smartphone and cellular plan (if applicable)
• FTI Perks & Discounts at retailers and businesses
• Upscale offices close to public transportation

About FTI Consulting

FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 8,000 employees located in 33 countries and territories, our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been recognized as one of the World's Best Management Consulting Firms by Forbes. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn .

FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation .

Compensation Disclosure : Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual's location, skills, level of experience, and qualifications.