About us 

WeWork India is one of India’s leading flexible workspace operators – ‘Great Place To Work’ certified (Nov 2024 – Nov 2025), aimed at creating flexible workspace solutions for companies of all sizes. 

Since its inception in India in 2016, WeWork India has expanded across 68 operational centres in Chennai, New Delhi, Gurugram, Noida, Mumbai, Bengaluru, Pune, and Hyderabad. WeWork India meets distinct workspace needs, for various businesses. WeWork India strives to provide customised and curated solutions for various office space needs through its products and solutions. 

At WeWork India, we’re driven by collaboration, creativity, and a shared vision to redefine the future of work. If you're looking to be part of a dynamic, fast-growing organisation that values talent and fosters growth, join us and build your future with WeWork India. 

For more information, please visit our website 

About the role

WeWork India is seeking a resource to join our Revenue Assurance function & to lead our Shared Services & will be responsible for the end-to-end management of Contracts Team and Billing Team & Operations, operating at scale in a high-volume, SLA-driven environment.

The role is designed for a leader with a strong shared services / call-centre operations background, who can ensure smooth day-to-day functioning, build robust processes, drive continuous improvement, and deliver accurate, timely reporting to support revenue assurance objectives.

This role is central to protecting revenue, improving predictability, and enabling scale.

Success will be measured not just by smooth operations, but by process maturity, control strength, and visibility delivered to the business.

Role and Responsibilities:

1. Operational Leadership

• Lead and manage Contracts and Billing teams operating in a high-throughput, transaction-heavy environment.
• Ensure daily operational stability, adherence to SLAs, and predictable turnaround times.
• Act as the single point of accountability for operational performance and delivery.

2. Oversee Contracts, Billing & Collection Execution

• Oversee end-to-end contract lifecycle management, including contract set-up, amendments, renewals, and closures, ensuring accuracy and completeness at all stages.
• Ensure timely and accurate invoice generation, supported by proactive invoice reviews prior to issuance to minimise downstream disputes and rework.
• Own billing accuracy, completeness, and timeliness, ensuring invoices are raised strictly in line with contract terms and approved pricing structure.
  Lead exception handling and escalation management, ensuring issues are resolved quickly with minimal impact on revenue and collections.
• Drive dunning and collections activities post the contractual due date (10th of every month), with: Structured follow-ups, Weekly status updates, Clear reporting highlighting overdue balances, risks, and potential revenue exposure
• Establish and manage query and workflow management mechanisms to ensure timely resolution of billing and contract-related queries, keeping invoices on track to meet collection targets.
• Own DSO (Days Sales Outstanding) process governance, ensuring: Drive downstream ownership (Sales & Community Team) and management review cadence, Timely execution of agreed actions, Structured reporting and follow-up post management reviews and feedback
• Partner closely with Revenue Assurance ( Pricing ) Sales, Legal, and Finance controllership teams to ensure seamless handoffs, aligned priorities, and end-to-end accountability from contract to cash.

3. Process Design & Enhancement

• Design, document, and standardise end-to-end processes across contracts and billing.
• Identify inefficiencies, leakages, and manual interventions; drive automation and simplification.
• Establish clear SOPs, controls, and checklists to reduce dependency on individuals.

4. Reporting & Governance

• Build and maintain operational dashboards covering: Volumes, backlog, SLA adherence, Error rates and rework, Revenue impact and exceptions
• Provide structured, insightful reporting to senior stakeholders.
• Lead periodic operational reviews and root-cause analysis.

5. Continuous Improvement & Scaling

• Apply shared services best practices to improve: Productivity, Quality, Cost efficiency
• Prepare the function to scale with business growth without a linear headcount increase.
• Drive a culture of process discipline, ownership, and accountability.

6. People & Stakeholder Management

• Recruit, develop, and manage team leads and frontline teams.
  Embed a call-centre style operating rhythm: Clear KPIs, Daily/weekly performance tracking, Structured coaching and feedback
• Manage attrition, training, and succession planning.
• Develop relationships with internal teams ( Sales, Legal, Community, Finance, Controllership)  & members. 
• Proactively gather information on their needs to identify both WeWork internal and members that would enable achieving continuous improvement & scaling goals. 

Experience and Qualifications:

• 10+ years of experience in Shared Services / Operations / Call Centre environments
• Direct experience running large, process-driven teams (contracts, billing, order management, or similar)
• Strong understanding of SLA-based operations and performance management
• Proven ability to build and stabilise operations at scale
• Excellent communication and presentation skills, Proven ability to work collaboratively with cross-functional teams, Stakeholder management with Senior Leadership
• Experience in Invoicing & Billing Accuracy, Contract-to-Bill Compliance, Collections & Dunning Effectiveness, DSO (Days Sales Outstanding) Governance, Query & Workflow Management, Operational Excellence & Productivity, Reporting & Governance, People & Stability Metrics
• Exposure to Finance Operations, Revenue Assurance, Order-to-Cash, or Billing
• Experience with ERP / billing systems and workflow tools
• Process excellence / Lean / Six Sigma exposure
• Experience transitioning teams from execution-focused to insight-driven
• Ability to exercise discretion and confidentiality with sensitive company information
• Operationally rigorous, calm under pressure
• Process-first thinker, not person-dependent
• Comfortable running high-volume operations with discipline
• Data-driven, with strong reporting instincts
• Ability to balance control with continuous improvement
• Comfort in working in situations that require ground-up conceptual thinking to structure and create frameworks. Strong team player, acts as an owner and ultimately focuses on delivering results with high standards without compromising on integrity
• Bring to the table a design-thinking mindset with the ability to experiment and arrive at conclusions based on data

Equal Opportunity Employer

WeWork India is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status or other characteristics protected by law.

We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote, are based on merit, competence, performance and business needs.

Our total rewards philosophy is aimed at providing compensation that is competitive, performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India, our commitment to you is that  you’ll be surrounded by career opportunities in a culture that fosters collaboration, flexibility and inclusion.