Senior Process Analyst - Billing & Collections

Benesch Law•Cleveland, OH

4d•Hybrid

About The Position

Benesch is seeking a Senior Process Analyst - Billing & Collections to join their growing team in Cleveland. This hybrid role offers work from home flexibility and is ideal for someone who excels at creating structure and order through SOP development, process mapping, and end-to-end business process creation. The position is critical for strengthening and scaling the firm's billing and collections operations, focusing on continuous process improvement, documenting standard operating procedures (SOPs), and owning the development, standardization, and scalability of training and process adoption. The ideal candidate will have deep experience in professional services or law firm billing environments, strong process design and documentation skills, and the ability to partner effectively with Finance, Legal Operations, IT, and practice stakeholders. This role aims to ensure operational consistency, efficiency, compliance, and a high-quality client billing experience, ultimately improving billing cycle efficiency, reducing rework and write-offs, and enhancing realization and cash flow performance.

Requirements

Bachelor's degree in business, finance, accounting, operations, or a related field, or equivalent professional experience.
5–8+ years of demonstrated success in process improvement, operations analysis, or billing operations within a law firm or comparable professional services environment.
Proven experience documenting standard operating procedures and designing end‑to‑end business processes.
Strong analytical, problem‑solving, and process‑mapping skills.
Excellent written and verbal communication abilities.
Capacity to translate complex workflows into clear documentation and effective training materials.
Strong record of collaborating cross‑functionally and influencing stakeholders without direct authority.

Nice To Haves

Experience supporting billing and collections teams in an Am Law 100 or similarly complex legal organization.
Familiarity with legal financial systems such as Aderant or Elite.
Familiarity with client billing guidelines.
Exposure to Lean, Six Sigma, or other continuous improvement methodologies.
Participation in system implementations, upgrades, or large‑scale process transformation initiatives.

Responsibilities

Lead continuous process improvement initiatives across the end-to-end billing and collections lifecycle, including time entry, prebills, bill review, invoicing, appeals, collections, and cash application.
Analyze existing workflows to identify inefficiencies, control gaps, risk points, and opportunities for automation or standardization.
Partner with Billing, Collections, Pricing, Legal Operations, and IT teams to design, implement, and sustain improved processes.
Define, implement, and actively manage KPIs tied to billing cycle time, invoice accuracy, realization, and collections performance, using data to drive targeted process improvements and accountability across teams.
Support system enhancements and upgrades (e.g., Aderant or other legal financial systems) by defining process requirements and validating future-state workflows.
Support and optimize paperless billing workflows and prebill processes to increase visibility, reduce cycle time, and standardize attorney engagement.
Create, maintain, and govern comprehensive Standard Operating Procedures (SOPs) for all billing and collections processes.
Ensure SOPs are clear, accessible, and aligned with firm policies, client requirements, and system functionality.
Establish documentation standards, version control, and change management processes to ensure consistency and audit readiness.
Translate complex processes into practical, user-friendly documentation for day-to-day operational use.
Assess skill gaps and operational inconsistencies across billing and collections teams and design targeted training interventions.
Develop training materials, job aids, process maps, and reference guides tied directly to SOPs and operational expectations.
Support onboarding and ongoing training for billing and collections staff, including new hires, lateral integrations, and system/process changes.
Serve as a subject matter expert and resource for process-related questions, best practices, and troubleshooting.
Monitor and reinforce adoption of standardized processes, ensuring consistent execution across teams and practice groups.
Work through Billing and Collections leadership to implement process changes, ensuring alignment with team structures and accountability models.
Function as a trusted advisor to operational leaders by providing data-driven insights and process recommendations.
Support change management efforts by communicating process changes, training impacted teams, and reinforcing adoption.
Participate in special projects related to firm growth, client initiatives, and operational transformation.