Director - Revenue Operations Customer Resolution

About the role

We work as one global team, bringing together different perspectives and experiences to solve problems and deliver results. Our inclusive global teams work together every day. We're proud to have the best minds in the industry, who you can learn from as you grow your career. People, the energy, the connections, the opportunities - this unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. What makes a Globalpayer? Our culture is built around how we work together, take ownership and deliver for our customers. Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.

Responsibilities

• Lead the resolution of revenue-related issues end-to-end, making sure we handle them quickly, consistently and in a way that protects revenue and improves how we operate.
• Own end-to-end resolution of billing disputes, customer queries and revenue-impacting issues, drive fast, high-quality resolution aligned to SLAs and escalate complex, high-value cases
• Minimise revenue leakage by addressing billing errors, process breakdowns and operational issues. Quantify and track financial exposure and partner with Revenue Assurance to identify trends and systemic risks
• Lead root cause analysis and turn issues into actionable fixes across processes, systems and policy, owning the feedback loop into Change and Transformation teams
• Define and optimise resolution workflows, case management processes and service level frameworks to support a scalable global/regional service model
• Build and lead a high-performing global team focused on customer outcomes and continuous improvement, including performance management and reporting of key metrics

Requirements

• This role suits someone who understands how payments ecosystems and revenue processes work in practice and can lead teams to resolve issues while improving the bigger picture.
• Extensive experience in revenue operations, billing, or customer resolution environments
• Strong understanding of end-to-end revenue lifecycle (order to cash)
• Proven leadership of global operational teams
• Strong analytical and problem-solving capability
• Experience in dispute management and customer-facing issue resolution
• Ability to influence across senior stakeholders and functions
• Knowledge of governance, controls, and compliance environments
• It's a bonus if you have .
• Experience improving or scaling case management and resolution processes
• Exposure to automation, tooling or analytics within operational environments
• A track record of improving customer experience within revenue or finance processes

Benefits

Additional Information

Ready to take your career global? Lead the Customer Resolution function within Global Revenue Operations. Shape the function to ensure timely, accurate, and scalable resolution of revenue-related issues, queries, and disputes. Protect revenue execution by minimising operational disruption, driving root cause elimination, and partnering across Revenue Assurance, Billing, AR, and Change functions to deliver systemic improvements.

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Company Intel

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