Karen Munroe
Billing Operations Manager @OpenText
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WORK HISTORY
Billing Operations Manager @OpenText
GB
My current role centres on overseeing the smooth running of a complex payment portal handling 2,500 time-sensitive invoices across 330 customer portals operating in different languages, representing annual revenue of $1.5B, and 28% of its billing. This includes, for example,• managing complex billing platforms with over 80 acquisitions, interfacing into SAP as the main billing system, comprising more than 220 different billing entities• managing day-to-day pending invoices, and all rejections to be uploaded within the team• ensuring alignment of Standard Operating Procedures (SOPs) across the four regions of Philippines, India, UK and Canada• serving as customer finance contact within OpenText, and attending customer calls on training and customer issues Accountability also lies with me to ensure a frictionless Order to Cash (O2C) process for customers and sales colleagues, and I maximise OpenText revenue by • co-defining contracting strategies, structures and processes that best meet customer needs• providing expertise through the sales cycle in relation to specific finance, billing and collections requirements Similarly, I optimise the customer experience by improving, streamlining and aligning operational processes, including • introducing system enhancements, tools and applications that increase billing efficacy• supporting work to migrate manual uploads onto auto-uploadFinally, I manage all aspects of departmental employment and resourcing issues, encompassing • recruiting, onboarding and leading the team to deliver billing and cash collection targets• training a team of outsourced staff in Morocco • embedding the importance of accurate initial invoice uploads • ensuring team compliance with OpenText’s brand on legal and financial policies
SKILLS
ABOUT KAREN MUNROE
Customer Experience & Operational Billing Me in a nutshell? Quite simply: delivering the highest standards of customer experience is my driving force, and I do everything that is within my gift to ensure that organisations get it “right first time” for their customers. Insightful and intuitive, I believe that my thoughtful, pragmatic approach to the operational management of billing processes (and troubleshooting if that’s needed) gives me the expertise and credibility to approve billing details ahead of sign-off of multi-billion-dollar commercial contracts. Allied to this, an open mind, together with a blend of creativity and critical thought, underpin my ability to solve customers’ challenges. Central to my approach is to work collaboratively with key stakeholders, both internally and externally, and in so doing, I am able to shape solutions that maximise organisational effectiveness, as well as design and embed SOPs into “business as usual”. Ultimately, this means that I get the right results for customers and end-users. Personal Values But for me, success is not just about the technical side of things. Building trust-based, mutually positive and productive relationships sits at the heart of my approach, while exemplary interpersonal and communication skills enable me to collaborate with others across functional and organisational boundaries. I pride myself on my ability to bring together different perspectives, and create cohesion. Integrity, innovation, and impact are not just buzzwords to me: they serve as guiding principles in both my professional and personal life. By combining my expertise with these values, I am able to achieve and maintain the highest standards of performance, and make a real difference in each organisation that I work with-> Get in touch! Please do connect with me if you would like to know more. It would be great to chat.
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