• Own Bill Retrieval and Bill Review workflows end to end, defining inputs, outputs, handoffs, and accountability across internal teams and BPO partners. • Establish and maintain clear standards of work by documenting workflows, standard units of work, and operating procedures. • Plan and manage delivery capacity and prioritization to meet demand across complex, high-volume billing workflows with minimal backlog and rework. • Monitor and manage delivery performance through metrics, reviews, and operational reporting to ensure commitments are predictable and met. • Lead team performance and accountability, including goal setting, coaching, feedback, and formal performance improvement plans when needed. • Partner closely with BPO leaders to manage day-to-day execution, performance expectations, issue resolution, and shared accountability models. • Lead rollout and adoption of process changes across internal teams and BPO partners, including communication, training coordination, and adherence tracking. • Drive continuous improvement initiatives through process analysis, efficiency efforts, and sustained change adoption. • Serve as an escalation owner for billing-related delivery issues, ensuring clear communication and timely resolution aligned with stakeholders. • Stand up and stabilize billing workflows, including defining operating models, success metrics, and escalation paths. • Implement standard units of work and time-and-motion studies to improve predictability and throughput. • Lead efficiency and capacity optimization initiatives without increasing headcount. • Design and roll out service delivery operating rhythms and performance frameworks. • Support organizational change initiatives by translating strategy into executable delivery plans. • Ensure long-term workflow maturity, sustaining improvements rather than delivering one-time fixes.