About the Role:
ALB Technologies Pvt. Ltd. is seeking an experienced and dynamic Service Head to lead and manage end-to-end legal billing operations, including Billing, E-Billing, Collections, and Appeals functions. The ideal candidate should possess strong operational leadership capabilities, client management expertise, process improvement orientation, and the ability to build high-performing teams in a fast-paced environment.
The role requires a hands-on leader who can drive operational excellence, ensure SLA adherence, improve productivity, manage escalations, and support organizational growth while maintaining high-quality service delivery standards.
Key Responsibilities:
Operational Leadership
- Lead and oversee Billing, E-Billing, Collections, and Appeals operations.
- Ensure timely and accurate processing of client deliverables within defined SLAs and quality standards.
- Drive operational efficiency, productivity improvements, and process optimization initiatives.
- Monitor KPIs, dashboards, productivity metrics, quality scores, and turnaround times.
- Handle critical client escalations and ensure timely resolution.
Team Management & Leadership
- Build, mentor, and lead large operational teams including Team Leads, SMEs, and associates.
- Establish a strong performance-driven and learning-oriented culture.
- Conduct regular performance reviews, coaching sessions, and succession planning.
- Improve employee engagement, retention, and training effectiveness.
- Ensure proper onboarding and structured learning for new hires.
Client & Stakeholder Management
- Act as a key point of contact for client communication and operational governance.
- Participate in client meetings, reviews, and escalation management.
- Ensure adherence to client-specific billing guidelines and compliance standards.
- Build strong relationships with internal and external stakeholders.
Process & Compliance Management
- Ensure compliance with client billing policies, legal billing standards, and internal SOPs.
- Drive continuous improvement initiatives and automation opportunities.
- Identify operational risks and implement mitigation strategies.
- Maintain documentation, KT repositories, and process governance standards.
Strategic Responsibilities
- Support business expansion and transition activities.
- Participate in workforce planning, hiring strategies, and capacity management.
- Collaborate with leadership on operational planning and organizational goals.
- Drive AI-enabled operational improvements and reporting efficiencies wherever applicable.
Required Skills & Competencies:
- Strong knowledge of Legal Billing, E-Billing platforms, Collections, and Appeals processes.
- Excellent people management and leadership skills.
- Strong analytical and problem-solving abilities.
- Experience in handling client escalations and operational governance.
- Ability to manage multiple teams and functions simultaneously.
- Strong communication and stakeholder management skills.
- Exposure to process improvement methodologies and operational metrics.
- High ownership, accountability, and decision-making capability.
Preferred Qualifications:
- Graduate/Postgraduate in any discipline.
- Experience in Legal Process Outsourcing (LPO), Revenue Cycle Management, or Legal Billing operations preferred.
- Prior experience in managing large service delivery teams is an added advantage.
Key Expectations from the Role:
- Drive operational stability and service excellence.
- Improve productivity and reduce operational escalations.
- Strengthen employee retention and training mechanisms.
- Build scalable and process-oriented service delivery functions.
- Ensure high client satisfaction and operational compliance.
Pay: ₹1,500,000.00 - ₹2,000,000.00 per year
Work Location: Hybrid remote in Infopark-Kochi, Kochi, Kerala
