Director, Client Billing Services

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.

Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena. Our lawyers, students, management and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

Reporting to the Chief Financial Officer, the Director, Client Billing Services is responsible for the oversight of the Firm’s Client Billing Services (CBS) department. The position establishes, monitors compliance, and sets best practices for the Firm around matter setup, time entry, billing, credit and collection activities. This role oversees the entire process from initial matter setup, through revenue cycle, billing and collection processes are captured accurately in the Firm’s systems and ensures that client and matter records are set up properly, timely capture of fees and disbursements, billing alterations are properly documented and auditable, and all CBS activities are captured and communicated.

This job posting is for an existing vacancy.

Major Responsibilities

• Directs management team in three main functional CBS areas:
  
  
  
  • Billing Compliance : Responsible for overseeing client and matter setup, including the establishment and maintenance of rate structures. Acts as the primary subject matter expert on Outside Counsel Guidelines (OCGs) relating to billing and collection, ensuring setups are compliant and collaborates closely with the eBilling team to address and resolve invoice rejections
  
  
  • Billing team : Oversees the docketing process, draft invoice (prebill) review, and the issuance of invoices. Manages the use of eBillingHub and other client eBilling platforms, ensuring seamless integration and functionality
  
  
  • Collection team : Leads the assessment of client credit risk and spearheads the collection of aged accounts receivable, implementing strategies to minimize outstanding balances
  
  


• Develops, implements, and operates an effective automated billing and collection process in co-operation with other groups and departments


• Maintains and adjusts service level agreements to ensure alignment with exceptional client service standards


• Directs the Firm's billing and collection analysis, cash receipt forecasting, bad debt control, and valuation of work in process (WIP) and accounts receivable (AR)


• Manages communication processes to provide partners and management with pertinent financial analyses, reports and risk exposure when it comes to WIP and AR


• Oversees and coordinates the resolution of challenges associated with the allocation of client payments. This entails collaborating with the accounting department to enhance existing procedures and implementing advanced technological solutions to refine the payment application process


• Develops department and Firm policies and guidelines for approval such as the Billing Management Committee policy. Monitors these policies and guidelines by identifying timekeepers who have not complied with the Firm’s financial guidelines


• Develop and maintain a team-based culture that fosters collaboration, knowledge sharing and client centric focus


• Provides professional leadership to the Firm’s CBS staff and develops an effective training and education program in order to meet the Firm’s future CBS staff requirements. The training program should focus internally to CBS and other finance members but ongoing training programs for partners and their assistants


• Leads and manages continuous improvement of financial systems, billing management committee policies, efficiencies of procedures and internal controls


• Acts as a mediator to resolve issues with clients such as problems with invoices or with legal services provided by the Firm’s legal professionals. As an objective observer, this position will meet with the lawyer/management team to review and resolve the client’s problem and evolve the Firm’s processes to address systemic issues


• Jointly responsible (with the CFO) to the Audit, Risk & Finance Committee (AFRC) and Billing Management Committee (BMC) as it relates to billing and collection activities


• Work with third party external suppliers as required to:
  
  
  
  • Conduct credit assessments on clients, and collaborate with third-party collection agencies to recover funds owed to the Firm
  
  
  • Oversee the installation, upgrading, and maintenance of software that supports the CBS processes
  
  


• Create and maintain with the Manager, Collections a process to evaluate the collection risk associated with new and ongoing clients

Position Requirements

Education and Experience

The position requires a university degree and a minimum of ten years of billing and collection experience. Experience working in a professional services environment is considered an asset. Equivalent combinations of education, training, and experience may be acceptable.

Knowledge and Skills

• Facilitator who can define, document, and enhance the billing and collection process


• Thorough understanding of the billing and collection process in the professional services context


• Superior oral / written communication and interpersonal skills


• Proven skills in building a team and a culture of exceptional client service to demanding professionals and their practice assistants and clients


• Proven management skills are required to lead, develop, and motivate staff in a high pressure and always changing work environment


• Sound judgement and analytical skills are required for decisions regarding account status


• Good knowledge of ADERANT, billing and collection systems, and MS Excel

• Superior organizational abilities to develop tracking mechanisms to manage a high volume of tasks across a large team


• Maintains a current knowledge of relevant computer applications and economic and business development

We are currently working in a hybrid work arrangement, which includes a requirement to work primarily in the office and flexibility to work remotely up to 2 days per week.

Accessibility and Accommodation

We thank all applicants for their interest in Osler; however, only chosen applicants will be contacted. Osler is committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures. Accommodations are available upon request for candidates in all phases of the selection process.

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canada's leading law firms, please reply in confidence with a cover letter and résumé by the closing date.

Please note that we use artificial intelligence to screen, assess or select applicants for the position.

No agencies or phone calls/emails please.

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