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Team Leader – Admin & Invoicing Operations

To oversees the complete invoicing, credit, refund, and documentation workflows while leading a team responsible for accuracy, compliance, and timely delivery of financial operations. This role ensures strong governance, process excellence, team performance management, SLA adherence, and cross‑functional collaboration with Finance, Ops, and Client Servicing.

The Team Leader is expected to bring advanced functional knowledge, strong analytical capability, hands‑on problem resolution skills, and the ability to drive automation, standardization, and continuous improvement across the invoicing lifecycle.

Key Responsibilities

1. Leadership & Team Management

• Lead a team of Admin Executives managing invoicing, reconciliations, credit notes, bill‑backs, refunds, and documentation.
• Assign tasks, monitor workload distribution, and ensure SLA adherence for deliverables.
• Conduct periodic team reviews, provide coaching, performance feedback, and identify training needs.
• Drive accountability, accuracy, and process discipline within the team.

2. Invoicing & Financial Operations Oversight

• Supervise complete invoicing lifecycle: creation, validation, posting, e‑invoice upload, and reconciliation.
• Review and authorize complex adjustments, invoice corrections, and high‑value credit notes.
• Oversee bill‑back processing and ensure timely settlement with finance and clients.
• Validate refund requests, ensure compliance with policy, and approve escalated cases.
• Ensure daily/weekly reconciliation cycles are completed with zero discrepancies.

3. Client & Stakeholder Management

• Act as the primary escalation point for clients regarding invoicing, credit notes, adjustments, and refunds.
• Collaborate with Finance, Operations, Travel Consultants, and Corporate Clients to resolve discrepancies.
• Conduct regular calls with key accounts where recurring issues or trends are identified.
• Maintain strong partner relationships, ensuring smooth operational coordination.

4. Compliance, Governance & Reporting

• Ensure adherence to internal controls, audit requirements, and regulatory standards (GST/e‑invoicing, documentation norms).
• Implement controls for accuracy, document retention, and transaction traceability.
• Publish daily/weekly/monthly MIS reports on invoicing volumes, productivity, accuracy ratios, refunds, and credit notes.
• Perform root‑cause analysis on recurring issues and drive corrective actions.

5. Process Improvement & Automation

• Identify inefficiencies in invoicing workflows and lead initiatives to optimize processes.
• Collaborate with Product/Tech teams to enhance ERP systems, invoicing platforms, and automation modules.
• Implement SOP updates, strengthen approval matrices, and drive best‑practice adoption.
• Ensure strong understanding and implementation of maker–checker and segregation of duties principles across tasks.

 Required Skills & Competencies

Technical & Functional Skills

• Bachelor’s degree in commerce/finance; higher qualifications preferred.
• 5–7+ years of experience in invoicing, finance operations, or administrative operations, including at least 2+ years in a team‑lead/SME role.
• Strong knowledge of:
• Invoicing lifecycle & reconciliations
• Credit notes/bill‑back processes
• Refund policies and financial validations
• E‑invoice creation, IRN validation & GST compliance
• Proficiency in Excel (advanced), Salesforce, ERP tools, financial workflows, and reporting dashboards.
• Travel industry experience with exposure to GDS/booking systems is a strong advantage.

Soft Skills

• Excellent communication skills (verbal & written); Japanese language proficiency is a plus.
• Strong leadership, team motivation, and conflict‑resolution abilities.
• High attention to detail and strong documentation discipline.
• Customer‑centric mindset, with ability to manage escalations calmly and effectively.
• Analytical thinker with problem‑solving orientation.
• Strong time‑management skills and the ability to operate under pressure.
• Integrity, confidentiality, and professional maturity in handling sensitive data.

Key Performance Indicators (KPIs)

• Invoice accuracy and error rates
• SLA adherence & turnaround time
• Team productivity and performance metrics
• Reduction in repeat errors/disputes
• Zero non‑compliance incidents
• Efficiency improvements and automation implementation