Billing and Collections Manager

Billing and Collections Performance Manager

Walsall Head Office

Collections and Billing

Full time

Permanent

Billing and Collections Performance Manager
Salary: £55,000 - £65,000 per annum (DOE) | Company Benefits Location: Walsall, West Midlands | Hybrid
Contract: Full Time | Permanent | 40 hours per week
About Us: Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.
The Role: We’re looking for an experienced Billing & Collections Performance Manager to play a pivotal role in driving operational excellence across our Billing & Collections function. This is a highly visible role, working closely with senior leaders, operational managers and client stakeholders to ensure performance is effectively measured, understood and continuously improved. You’ll use data, insight and commercial awareness to identify opportunities, challenge performance, strengthen governance and influence business decisions.

Your insight and leadership will directly contribute to operational excellence, revenue protection and continuous improvement across the business. The role is designed to support a small but highly specialised team, working closely with operational leaders and client stakeholders. This is not a traditional operational management role. Instead, we’re looking for someone who can understand the detail behind the numbers, identify risks and opportunities, and confidently translate complex data into clear client-facing recommendations.

If you thrive on turning complex data into meaningful action, enjoy engaging with senior stakeholders, and have experience within billing, collections, revenue assurance or regulated customer service environments, we’d love to hear from you.

Key Responsibilities:

• Lead the Billing & Collections performance framework, turning data into meaningful insight and action.
• Deliver clear, accurate reporting, forecasting and performance commentary for senior leaders and clients.
• Identify trends, risks and opportunities to improve operational performance, customer outcomes and revenue recovery.
• Drive Billing Assurance activities, strengthening controls and reducing revenue leakage.
• Monitor collections performance and challenge existing strategies to maximise effectiveness and efficiency.
• Build trusted relationships with client and internal stakeholders, influencing decision-making through data-led recommendations.
• Support governance, audit and compliance requirements across the function.
• Champion continuous improvement, developing business cases and helping deliver measurable change.
• Partner with operational leaders to embed accountability, performance excellence and a culture of continuous improvement.

• Significant experience within Billing, Collections, Revenue Assurance or Customer Operations environments.
• Strong understanding of billing and debt recovery processes.
• Experience working with performance frameworks, KPIs and management reporting.
• Advanced analytical skills, including experience working with large and complex datasets.
• Strong Excel and reporting capability.
• Experience creating dashboards, forecasts and executive-level reporting.
• Ability to translate complex information into clear business recommendations.
• Proven stakeholder management skills with the confidence to influence senior leaders and clients.
• Experience supporting governance, audit or control frameworks.
• Experience with in the water, utilities or regulated services sector.
• Experience with in an outsourced service or BPO environment.
• Knowledge of Aptumo or similar utility billing platforms.
• Understanding of revenue…