UK

United Kingdom · Business process outsourcing · Principal/Manager (12-16 years)

Manager, Global Process Excellence

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  • Experience bandPrincipal/Manager (12-16 years)
  • Direct reports10-25 reports
  • Reports toDirector, Business Process & Automation Strategy
  • UK framework levelUsually a manager, or the deepest specialist in a team

Also advertised as Principal Process Architect, BPO · Head of Process Transformation (BPO) · Senior Manager, Automation & Process Solutions

Built on 43,079 real UK job descriptions we analysed · grounded in what real qualifications cover

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

iCQ Level 5 Diploma in Management and Leadership iCan Qualifications Limited · Level 5 · covers 2 of 9 standards
CMI Level 5 NVQ Diploma in Management and Leadership Chartered Management Institute · Level 5 · covers 2 of 9 standards
Qualifi Level 5 Extended Diploma in Business Management Qualifi Ltd · Level 5 · covers 1 of 9 standards
Focus Awards Level 5 Diploma in Management and Leadership (RQF) Focus Awards Limited · Level 5 · covers 1 of 9 standards
BIIAB Level 5 Diploma in Management and Leadership (NVQ) BIIAB · Level 5 · covers 1 of 9 standards
iCQ Level 4 NVQ Diploma in Management iCan Qualifications Limited · Level 4 · covers 2 of 9 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Business Process Management iCQ Level 5 Diploma in Management and Leadership
Design business processes CMI Level 5 NVQ Diploma in Management and Leadership
Business Operations Qualifi Level 5 Extended Diploma in Business Management

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
AI Governance Fluency using AI responsibly
Automation Fluency building AI into how work runs
Frontier Fluency the next wave, beyond mainstream AI
Your Plan Illustration

Built for Manager, Global Process Excellence

3 units that map to this job, from the qualifications that cover it.

  1. Business Process Management iCan Qualifications Limited · covers 2 of 9 standards Level 5
  2. Design business processes Chartered Management Institute · covers 2 of 9 standards Level 5
  3. Business Operations Qualifi Ltd · covers 1 of 9 standards Level 5
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as a Manager, Global Process Excellence?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • Responsible AI & Ethical Automation Design
  • Digital Twin & Hyperautomation Orchestration
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Manager, Global Process Excellence plan as you set up, starting with the free Automation Fluency module. No card.

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3What this role really is

This role leads process transformation across BPO service delivery, shaping how services are designed and delivered at scale. It means leading a team through the design and rollout of changes that affect how clients operate and how value gets delivered. The work combines strategic planning with the day to day reality of managing complex projects and people. It turns process excellence into a capability that generates measurable results.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

Celonis / ProcessGold (Enterprise Process Mining) Expert

Overseeing process mining initiatives, interpreting complex dashboards to identify strategic bottlenecks, validating team findings, and using insights to inform executive-level client recommendations.

UiPath Orchestrator (Enterprise) / Automation Anywhere Control Room Expert

Providing strategic oversight of large-scale bot farms, ensuring governance, security, and scalability. Reviewing automation dashboards for performance and compliance, and guiding the team on deployment strategies.

ServiceNow (Enterprise Workflow Automation) Advanced

Designing and approving enterprise-level workflow automation solutions, ensuring integration with GRC (Governance, Risk, and Compliance) frameworks, and contributing to platform strategy.

Snowflake / Databricks (Data Lake Management) Advanced

Guiding the design and management of large-scale process data lakes, ensuring data quality for process mining, and integrating with broader enterprise data strategies. Not hands-on coding, but strategic direction.

Power BI Premium / Tableau Server (Enterprise BI Strategy) Advanced

Defining the enterprise-wide dashboard strategy for process performance, ensuring data integrity, optimising performance for executive reporting, and governing access.

Bizagi Modeler / ARIS (BPMN 2.0 Compliance & Repository) Expert

Establishing and enforcing standards for BPMN 2.0 process modelling across the team, managing the central process repository, and overseeing process simulation for complex designs.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
Team Hiring & Performance Management No authority; provides input on candidate fit. Recommends candidates; provides performance feedback to manager. Interviews and recommends hires; manages performance improvement plans with HR input.
Project Scope & Methodology Follows defined methodology; escalates scope changes. Suggests minor methodology adaptations; escalates scope changes to senior. Defines project-level methodology; approves minor scope changes within project budget (£5K).
Budget Allocation & Spend No budget authority; tracks expenses. Manages small project budgets (up to £1K) with manager approval. Approves project expenses up to £5K; recommends budget changes to lead.
Strategic Direction & Service Offering Executes tasks based on defined strategy. Identifies opportunities for process improvement within existing strategy. Proposes enhancements to existing service offerings; influences project strategy.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

Enterprise Cost Savings Driven
The total annual operational cost savings achieved for our clients or internal operations through the process optimisation and automation programmes your team leads.
Target · Achieve £5M+ in annualised cost savings across your portfolio.

Your team's automation of a client's invoice processing reduced their FTE count by 50, saving them £2.5M annually, contributing to your overall target.

Strategic Initiative Success Rate
The percentage of major digital transformation initiatives (3-5 per year) led by your team that meet or exceed their defined objectives (e.g., ROI, timeline, scope).
Target · Maintain a 90%+ success rate against agreed objectives for strategic programmes.

Out of 4 major client transformation programmes, 3 delivered above target ROI and 1 met its objectives exactly, resulting in a 100% success rate for the quarter.

New Service Line Development & Revenue
The number of new, high-value process automation services or solutions launched under your guidance, and the new revenue generated from them.
Target · Launch 1-2 new services per year, generating £2M+ in new annual recurring revenue.

You spearheaded the development of our 'AI-Powered Contract Review' service, which brought in £1.5M in new client contracts in its first 9 months.

Organisational Capability Improvement
The measurable improvement in process maturity levels across key client engagements or internal business units, as assessed by a recognised framework (e.g., CMMI, PMMM).
Target · Improve the process maturity model score by 1-2 levels (e.g., from L2 to L3/L4) across relevant engagements.

A baseline assessment showed a client's finance operations at Process Maturity Level 2; after 18 months under your team's guidance, they achieved Level 4, demonstrating significant improvement.

Team Talent Retention
The percentage of your direct and indirect reports who remain with the company, reflecting your ability to build and retain a high-performing team.
Target · Achieve a 90%+ retention rate for your process excellence and automation teams.

In a year, only 1 out of 15 team members left, giving you a 93% retention rate, indicating strong team morale and development.

Strategic Influence & Thought Leadership
Your ability to shape the broader BPO strategy, contribute to industry discussions, and be seen as a trusted advisor by senior leadership and clients.
  • You're regularly invited to contribute to executive-level strategy sessions. Your insights are sought out by the Director and VP. You're asked to represent the company at industry conferences or client executive briefings. Your team's methodologies become the standard across other service lines. Frankly, people listen when you talk about process.
Team Empowerment & Development
How effectively you coach, mentor, and empower your team members, leading to their professional growth and increased autonomy.
  • Team members are taking on more complex projects independently. There's a clear succession plan for key roles within your team. Junior members are being promoted internally. Your team consistently hits project milestones without constant oversight. You're known for giving constructive feedback that helps people improve, not just criticising.
Client Relationship & Partnership
The depth and quality of your relationships with key client stakeholders, leading to expanded engagements and strong advocacy.
  • Clients proactively reach out to you for advice on new initiatives. Your team consistently receives positive feedback in client satisfaction surveys. We see repeat business and expanded scope on existing contracts directly attributable to your team's work. They see you as a partner, not just a vendor.
Operational Governance & Standardisation
The effectiveness of the governance frameworks and standardised methodologies your team implements, ensuring consistency, quality, and scalability across all engagements.
  • Your team's process documentation is consistently high quality and easily understood. Audit findings related to process non-compliance are minimal. New projects can quickly adopt established frameworks. There's a clear, repeatable way of doing things that everyone understands and follows.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Building & Mentoring High-Performing Teams

You'll spend a good chunk of your week coaching team members, helping them unstick complex problems, reviewing their designs, and celebrating their successes. You get a real kick out of seeing someone you've mentored get promoted or deliver an outstanding client presentation. It's about growing people, not just processes.

Spending an afternoon with a struggling architect, breaking down a complex integration challenge, and seeing them confidently present the solution to the client the following week.

Solving Organisational-Level Puzzles

You thrive on dissecting a client's messy, interconnected operations and figuring out how to re-engineer them for maximum efficiency and impact. This means mapping complex 'As-Is' states, designing elegant 'To-Be' solutions, and then orchestrating the implementation across multiple departments. It's like a giant, high-stakes game of chess.

Leading a workshop with a client's C-suite to identify the top 3 process bottlenecks impacting their P&L, then designing a multi-year automation roadmap to address them.

Driving Tangible Business Transformation

You're motivated by seeing your strategic plans and your team's hard work translate into real, measurable outcomes: millions in cost savings for a client, a significant reduction in error rates, or the successful launch of a new, automated service line. You want to see your vision become reality and impact the bottom line.

Presenting the final ROI report for a major automation programme, showing £7M in annual savings and a 95% reduction in manual errors, and seeing the client's leadership genuinely impressed.

What frustrates people
  • Client scope creep and shifting priorities: You'll design a brilliant 'To-Be' process, get sign-off, and then the client wants three new features or exceptions mid-implementation, blowing up timelines and budgets. It's like building a house and the client keeps moving the walls.
  • Accessing reliable, clean client data: Your team will spend 40% of project time just cleaning, normalising, and validating client data from disparate, poorly maintained systems before any real analysis or bot training can even begin. It's truly tedious.
  • Navigating legacy systems and integration hurdles: Trying to automate a critical process that relies on a 30-year-old mainframe with no APIs often means complex screen scraping, manual workarounds, or expensive custom integrations. It's a constant battle.
  • Cultural resistance to change and automation: Dealing with operational teams who fear job displacement or are unwilling to adopt new ways of working, despite clear benefits. You'll need to be a diplomat and a psychologist.
  • The 'urgent' fire drill that derails planned transformation work: Being constantly pulled onto immediate client crises, critical bot failures, or unexpected audit requests, pushing back strategic initiatives by weeks or even months. Your carefully crafted plans often go out the window.
  • Measuring true ROI in complex, interconnected processes: It's incredibly challenging to isolate and quantify the exact financial impact of one process improvement when it's intertwined with dozens of other changes, external market factors, and internal accounting complexities. Proving value can be a headache.
  • RPA bot maintenance and version control nightmares: A minor UI change in a client's core application can unexpectedly break dozens of production bots, leading to frantic debugging, redeployment, and lost automation benefits. It's a constant whack-a-mole game.
What this role does not give you
  • A quiet, predictable work environment with minimal interruptions.
  • The ability to focus solely on deep technical work without people management.
  • Guaranteed, immediate implementation of every solution your team designs.
  • A role where you don't have to deal with complex interpersonal dynamics or client politics.

8Who you work with

This role directly shapes our BPO service offering, drives significant operational efficiencies for our clients, and contributes substantially to our P&L. Your leadership will determine our ability to deliver on large-scale transformation programmes, retain key clients, and differentiate ourselves in a competitive market. Frankly, you're building a core capability for the business.

Inside the business
  • SVP, Global Operations
  • Executive Peers across Service Lines (e.g., Finance BPO, HR BPO)
  • Sales & Client Relationship Management Teams
  • IT & Technology Solutions Teams
  • Finance Leadership (for P&L and budgeting)
Outside the business
  • Client Senior Leadership (COO, CFO, Head of Operations)
  • Industry Bodies & Thought Leaders
  • Strategic Technology Partners (e.g., UiPath, Celonis)
  • Consulting Partners

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • A proven track record (5-8 years) of leading complex process re-engineering and automation projects from end-to-end, ideally within a BPO or large consulting environment.
  • Demonstrable experience managing and mentoring a team of at least 5-7 professionals, fostering their development and ensuring project delivery.
  • Significant experience in client-facing roles, including presenting to senior leadership and managing complex stakeholder relationships.
  • A deep understanding of financial management, including P&L responsibility for a functional area or significant project budgets (e.g., £500K+).
  • Expertise in at least one major RPA platform (e.g., UiPath, Automation Anywhere) and a leading process mining tool (e.g., Celonis), from a strategic oversight perspective.
  • A strong grasp of Lean Six Sigma principles, ideally with a Black Belt certification or equivalent practical experience in driving continuous improvement.

10What to practise next

Where the job is going, and what to do about it starting this week.

Enterprise Automation Architecture & Integration

Critical within 6-12 months. As automation becomes more complex, you need to understand how different systems (RPA, AI, ERP, CRM) talk to each other. This is about designing robust, scalable, and secure automation ecosystems, not just individual bots.

API Management & Microservices · Cloud-Native Automation · Security & Compliance in Automation · Data Governance for Automation

  • This month: Review the integration architecture of your most complex client automation solution.
  • Next quarter: Work closely with our IT architecture team to understand their enterprise integration standards.
  • Month 3-6: Lead a project to standardise integration patterns for new automation deployments.
  • Month 6: Present a proposal for improving the resilience and scalability of our existing bot farm infrastructure.

Quick win: Identify one 'spaghetti' integration in a current process and challenge your team to propose a more elegant, API-driven solution.

11Staying current once you are in

What people here do to keep up
  • Regularly attending industry conferences and webinars on BPO trends, automation, and AI (e.g., Gartner Symposium, Forrester Forums).
  • Subscribing to leading industry publications and thought leadership from consultancies specialising in operations and digital transformation.
  • Actively participating in professional networks and peer groups focused on process excellence and automation leadership.
  • Seeking out opportunities to mentor junior colleagues and present on best practices internally and externally.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Responsible AI & Ethical Automation Design

Critical within 6 months—this is already a hot topic and will only grow. With AI becoming more integrated into automation, clients and regulators are increasingly concerned about bias, fairness, transparency, and accountability. Ignoring this is a massive reputational and operational risk.

  • AI Explainability (XAI)
  • Bias Detection & Mitigation
  • Data Privacy & Security in AI
  • Human-in-the-Loop (HITL) Design
  • AI Governance Frameworks

Digital Twin & Hyperautomation Orchestration

Important within 12 months. We're moving beyond isolated bots to interconnected ecosystems of automation, AI, and human workers. Clients want end-to-end visibility and control over their 'digital twin' of the organisation. Your role shifts to orchestrating this complex symphony.

  • Digital Twin of an Organisation (DTO)
  • Hyperautomation Strategy
  • Intelligent Process Automation (IPA)
  • Process Orchestration Platforms
  • Real-time Process Monitoring & Control

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Lean Six Sigma Methodologies (Strategic Application)
  • Business Process Management Notation (BPMN 2.0) Governance
  • Robotic Process Automation (RPA) Strategy & CoE Development
  • Change Management Frameworks (e.g., ADKAR, Kotter) Leadership
  • Process Mining & Discovery (Strategic Insights)
  • Service Level Agreement (SLA) & KPI Design (Strategic Alignment)

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Lead Process Transformation Architect (Internal Promotion)

    3-5 years as a Lead Architect

    Skills to master

    • Deep expertise in enterprise-level solution design, leading small project teams, influencing senior stakeholders, and managing project-level budgets.

    You're ready to move on when

    • Successfully led 3+ complex, multi-year transformation programmes with significant ROI.
    • Consistently mentored 2-3 junior architects, helping them grow into independent contributors.
    • Demonstrated ability to manage project budgets up to £500K with high accuracy.
    • Recognised as a go-to SME for challenging process design and automation problems.
  2. 2

    Management Consultant (Specialising in BPO/Operations)

    5-8 years in a top-tier consulting firm

    Skills to master

    • Client relationship management, strategic problem-solving, programme management, and a broad understanding of various industry sectors and operational challenges.

    You're ready to move on when

    • Managed multiple client engagements focused on operational efficiency or digital transformation.
    • Proven ability to develop and present strategic recommendations to C-suite clients.
    • Experience leading diverse consulting teams to deliver complex projects on time and budget.
    • Strong commercial acumen and understanding of consulting sales cycles.
  3. 3

    Senior Manager, Operations Excellence (from another industry)

    8-12 years in a large corporate operations role

    Skills to master

    • Deep domain expertise in a specific operational area (e.g., Finance, HR, Supply Chain), experience driving large-scale internal process improvement initiatives, and managing operational teams.

    You're ready to move on when

    • Led a major internal operational transformation programme (e.g., ERP implementation, shared services migration).
    • Managed a large operational team (20+ FTEs) with responsibility for their performance and development.
    • Demonstrated ability to achieve significant cost reductions or efficiency gains in a previous role.
    • Strong understanding of the challenges and opportunities within a specific business function.

15Where this role leads

The long view: This role can lead into wider operational leadership, such as VP of Enterprise Process and Digital Transformation or Chief Operating Officer.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Manager, Global Process Excellence is actually changing.

Where it leads

Roles this leads to

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Business Process Management, worked against Manager, Global Process Excellence.

Business Process Management Level 5

Applied to your work in Manager, Global Process Excellence

This unit aims to equip learners with the knowledge to design, analyse, and manage business processes effectively. Learners will explore process mapping techniques, sustainability considerations, and the importance of continuous monitoring and improvement in business process management.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

See Your Progress Grow Illustration
Manager, Global Process Excellence
  • Lean Six Sigma Methodologies (Strategic Application)
  • Business Process Management Notation (BPMN 2.0) Governance
  • Robotic Process Automation (RPA) Strategy & CoE Development
  • Change Management Frameworks (e.g., ADKAR, Kotter) Leadership
  • Process Mining & Discovery (Strategic Insights)
  • Service Level Agreement (SLA) & KPI Design (Strategic Alignment)
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Manager, Global Process Excellence is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Director, Business Process & Automation Strategy

    3-5 years

    Level 6 (Director/VP)

    • Enterprise-wide Digital Transformation Roadmap Definition
    • Strategic Partnership & Vendor Ecosystem Management
    • Innovation & R&D for Automation Technologies
    • Regulatory Foresight & Compliance Strategy
Working with AI on the job

Working with AI

Where AI is starting to help

As a Manager, Global Process Excellence, your time is precious. You're juggling strategic vision, team leadership, client relations, and P&L accountability. The good news? AI isn't just for your analysts; it's a game-changer for how you lead and strategise. Forget the hype; we're talking about practical, real-world applications that give you back hours every week.

Imagine having a co-pilot that helps you cut through the noise, validate your team's proposals, identify strategic opportunities, and even draft your executive summaries. That's the reality of AI in BPO management today. It's about augmenting your leadership, not replacing it, allowing you to focus on high-impact decisions and truly transform our clients' businesses.

AI-Powered Strategic Process Discovery

Use AI algorithms to quickly analyse vast amounts of client system logs and operational data, getting a high-level view of 'As-Is' processes and hidden bottlenecks in minutes. This lets you validate your team's findings, challenge assumptions, and pinpoint the most impactful areas for strategic intervention, rather than waiting weeks for manual analysis.

Intelligent Document Processing (IDP) Oversight

Leverage AI-driven IDP to quickly review and validate the efficacy of your team's automation solutions for unstructured data. You can rapidly check extraction accuracy, identify edge cases, and ensure compliance without needing to manually audit thousands of documents. It's about ensuring quality at scale.

Predictive Analytics for Programme Management

AI models can analyse historical project data and real-time operational metrics to predict potential project delays, resource contention, or impending SLA breaches before they happen. This gives you the foresight to proactively reallocate resources, adjust timelines, and communicate risks to clients, keeping your programmes on track and your team ahead of the curve.

AI-Assisted Executive Communication & Design Review

Use generative AI tools to rapidly draft initial versions of executive summaries, client proposals, and strategic roadmaps based on your team's detailed work. It can also help you quickly review and refine your team's solution designs, ensuring clarity, conciseness, and alignment with strategic objectives. Spend less time writing, more time leading.

Common questions

Common questions

How do you become a Manager, Global Process Excellence?

Common routes in include Lead Process Transformation Architect (Internal Promotion) (3-5 years as a Lead Architect), Management Consultant (Specialising in BPO/Operations) (5-8 years in a top-tier consulting firm) and Senior Manager, Operations Excellence (from another industry) (8-12 years in a large corporate operations role). Times vary with prior experience.

Where can a Manager, Global Process Excellence progress to?

This role can lead on to Director, Business Process & Automation Strategy (3-5 years), depending on the skills you build.

What new skills matter most for a Manager, Global Process Excellence?

Increasingly, Responsible AI & Ethical Automation Design and Digital Twin & Hyperautomation Orchestration. These are the skills our record of this role lists as growing.

Free tools

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Three free tools, no account needed. Each one ends with a role, a level and a way in.

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17Where to go from here

Other roles at Level 5

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in business process outsourcing

Stay in the field you know and move sideways rather than up.
If you leave this industry

Skills built in this role, such as strategic process design, automation leadership, change management and P&L ownership, transfer across sectors. They can lead to senior operational roles in industries like financial services, healthcare or manufacturing, a solutions leadership role with a technology vendor, or setting up an independent consulting practice.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my free Automation Fluency module What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.