UK

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

Manager, International Outsourcing Process Excellence

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  • Experience bandPrincipal/Manager (12-16 years)
  • Direct reports5-8 reports
  • Reports toDirector, Global Process Transformation & Automation
  • UK framework levelUsually a manager, or the deepest specialist in a team

Also advertised as Principal Process Improvement Lead (BPO) · Head of Process Transformation (Outsourcing) · Senior Manager, Global Process Optimisation

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

CMI Level 5 NVQ Diploma in Management and Leadership Chartered Management Institute · Level 5 · covers 2 of 8 standards
iCQ Level 5 Diploma in Management and Leadership iCan Qualifications Limited · Level 5 · covers 1 of 8 standards
Qualifi Level 5 Extended Diploma in Business Management Qualifi Ltd · Level 5 · covers 1 of 8 standards
Focus Awards Level 5 Diploma in Management and Leadership (RQF) Focus Awards Limited · Level 5 · covers 1 of 8 standards
BIIAB Level 5 Diploma in Management and Leadership (NVQ) BIIAB · Level 5 · covers 1 of 8 standards
iCQ Level 4 NVQ Diploma in Management iCan Qualifications Limited · Level 4 · covers 2 of 8 standards

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

The units you would start with

Design business processes CMI Level 5 NVQ Diploma in Management and Leadership
Business Process Management iCQ Level 5 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
Systems Fluency seeing the whole picture
Your Plan Illustration

Built for Manager, International Outsourcing Process Excellence

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

  1. Design business processes Chartered Management Institute · covers 2 of 8 standards Level 5
  2. Business Process Management iCan Qualifications Limited · covers 1 of 8 standards Level 5
  3. Business Operations Qualifi Ltd · covers 1 of 8 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, International Outsourcing 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

  • AI Ethics & Governance in Automation
  • Hyperautomation Orchestration & Value Realisation
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, International Outsourcing 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 improvement across international outsourcing operations, making service delivery faster and more cost effective for clients in different countries. It involves setting the direction for process improvement work and making sure automated systems and human teams work well together. The job means balancing client needs, operational limits and new technology, and stepping into the detail when a process is not working.

4What you'd actually use

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

Celonis / UiPath Process Mining Advanced

Leading process discovery, conformance checking, and root cause analysis for large-scale BPO operations, identifying multi-million-pound automation opportunities.

Blue Prism Control Room / Automation Anywhere Control Room Advanced

Strategic orchestration, scheduling, monitoring, and robust governance of large-scale automation programmes and managing a digital workforce across multiple client engagements.

Signavio / ARIS Expert

Defining and standardising BPMN 2.0 modeling practices, process simulation, and managing the enterprise process repository for complex BPO workflows.

Power BI / Tableau Desktop Advanced

Building and overseeing interactive dashboards and reports for comprehensive process performance monitoring, executive-level bottleneck analysis, and visualising the quantitative impact of transformation programmes.

Microsoft Azure / AWS (relevant services like Data Lake, Functions, AI/ML) Intermediate

Architecting scalable cloud-based automation solutions, designing data pipelines for process intelligence, and ensuring secure, resilient environments for digital operations.

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
Programme Strategy & Scope Escalate to Senior Analyst/Manager for input. Propose to Senior/Lead, get sign-off from Manager. Design and recommend to Manager, consult Director for strategic alignment.
Team Resource Allocation & Prioritisation Request resources from Senior Analyst. Allocate time for own tasks, consult Senior for project prioritisation. Prioritise tasks for mentees, recommend project resource shifts to Manager.
Budget Approval (Project/Initiative) No budget authority. Escalate all spend requests. Recommend small purchases (<£1K) to Manager. Recommend project spend up to £5K to Manager.
Vendor Selection (Tools/Consultants) No vendor interaction. Escalate needs. Research potential vendors, present options to Senior. Evaluate vendors, recommend preferred option to Manager.
Hiring & Performance Management No hiring/performance authority. Provide feedback on new hires to Manager. Interview junior candidates, provide input on team performance.

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
Quantified annualised cost savings achieved through process optimization and automation across your managed portfolio.
Target · £2M - £5M+ annually

Your team identifies and implements automation for 3 high-volume claims processing tasks, leading to a £2.5M reduction in FTE costs over 12 months.

Client NPS/Satisfaction (Process-related)
Improvement in client Net Promoter Score or specific satisfaction metrics directly linked to operational efficiency and process excellence.
Target · 10-15 point increase in relevant NPS/CSAT scores

After re-engineering the client onboarding process, the client's 'Ease of Doing Business' score jumps from 7 to 8.5 out of 10.

Digital Transformation Maturity
Advancement of the organisation's process and automation maturity score on a recognised framework (e.g., from Level 2 to Level 4).
Target · Achieve Level 4 maturity within 2-3 years for your managed domain

We move from ad-hoc automation to a fully governed, scalable RPA CoE with clear standards and a robust change control process.

Automation Pipeline Value
The total estimated annualised savings or value from identified and prioritised automation opportunities in your pipeline.
Target · Maintain a pipeline valued at £5M+ in potential annualised savings

You present a roadmap of 15 potential automation candidates, with a combined estimated saving of £6.2M over the next 18 months.

Team Performance & Development
The effectiveness of your team in delivering projects, adherence to quality standards, and individual growth (e.g., certifications, promotions).
Target · 90% project delivery on time/budget; 2-3 team members achieving Black Belt or Lead Architect status annually

Your team successfully completes 5 major process re-engineering projects this year, and two of your Senior Analysts are ready for Lead roles.

Strategic Influence & Buy-in
Your ability to shape the strategic direction of process improvement and automation, securing executive buy-in for significant investments.
  • You're regularly invited to executive strategy sessions. Your proposals for new tools or programmes are consistently approved. Other department heads seek your advice on process challenges. People actually listen when you talk about process debt.
Organisational Change Adoption
The successful adoption and sustainment of new processes and automated solutions across diverse international teams.
  • Post-implementation audits show high user adoption rates (80%+). Resistance from operational teams is minimal and quickly addressed. New processes are followed consistently, not reverted to old ways. Training feedback is positive and shows real understanding.
Team Leadership & Culture
Your effectiveness in leading, mentoring, and developing your team, fostering a culture of continuous improvement and innovation.
  • Your team has low attrition and high engagement scores. Team members feel supported and challenged. They're actively proposing new ideas and taking ownership. You're seen as a fair and effective leader, someone people want to work for.
External Reputation & Thought Leadership
Our standing in the BPO industry for process excellence and digital transformation, driven by your contributions.
  • You're asked to speak at industry conferences or client forums. Our process improvement methodologies are cited as best practice. We're winning awards or being recognised for our innovation in automation. Clients specifically ask for your team's involvement.

7Would you like it

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

What people enjoy
Transformational Impact

You'll get a real kick out of seeing your team's strategies translate into millions of pounds in savings or a significant uplift in client satisfaction. You're driven by the idea of fundamentally changing how a large, global organisation operates for the better.

After 18 months, you look back and see that 30% of a major client's back-office processes are now automated, leading to a £3M annual saving and quicker turnaround times.

Leading & Developing Talent

You genuinely enjoy building and nurturing a high-performing team. You'll spend a good chunk of your time mentoring, coaching, and empowering your direct reports, helping them grow into future leaders and experts.

One of your Senior Analysts, whom you've coached for two years, gets promoted to a Lead Architect role and credits your guidance.

Navigating Complexity & Solving Big Problems

The thought of tackling 'spaghetti processes' across international boundaries, dealing with legacy systems, and getting diverse stakeholders on board excites you. You thrive on the intellectual challenge of untangling huge, messy operational puzzles.

You successfully untangle a 20-step manual process involving 4 different systems and 3 countries, replacing it with a 5-step automated workflow that cuts processing time by 70%.

What frustrates people
  • Dealing with fragmented data sources and inconsistent data quality, making objective process analysis a nightmare.
  • Pilot automation projects that work flawlessly in dev but fail spectacularly in production due to unforeseen edge cases or international network latency.
  • The constant tension between driving aggressive cost reduction for clients and maintaining service quality, employee morale, and compliance.
  • Securing sustained executive funding for long-term strategic process investments when the immediate focus is always on quarterly cost savings and firefighting.
What this role does not give you
  • A quiet, predictable routine with minimal stakeholder interaction.
  • The luxury of working on greenfield projects all the time; you'll be fixing a lot of legacy stuff.
  • A role where you can simply 'hand off' problems; you'll own them until they're solved.
  • A fully resourced team with unlimited budget for every idea.

8Who you work with

This role directly shapes our operational efficiency, service quality, and profitability across multiple international BPO contracts. You'll be instrumental in driving our digital transformation agenda, ensuring we remain competitive by delivering 'best-in-class' (truth is, just really good) outsourced services. Your team's success means better margins for us and better outcomes for our clients, often impacting millions of pounds in operational expenditure.

Inside the business
  • SVP of Operations (Global)
  • Regional BPO Delivery Heads
  • Client Relationship Managers
  • IT Infrastructure & Security Teams
  • Finance Leadership (for ROI validation)
  • HR Business Partners (for change management)
Outside the business
  • Key Client Operations Leads
  • External Audit & Compliance Partners
  • RPA/Process Mining Software Vendors
  • Industry Bodies (e.g., for best practice sharing)

9What you need before you start

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

  • Proven experience leading large-scale process transformation programmes in a global BPO or shared services environment (10+ years).
  • Demonstrable experience managing and mentoring a team of process improvement professionals (3+ years).
  • Deep expertise in Lean Six Sigma (Black Belt certification preferred, or equivalent practical experience leading complex projects).
  • Hands-on experience with RPA strategy, implementation, and CoE governance (e.g., UiPath, Automation Anywhere, Blue Prism).
  • Strong analytical skills, including experience with process mining tools (Celonis, UiPath Process Mining) and data visualisation (Power BI, Tableau).
  • Exceptional stakeholder management and change leadership skills, with a track record of influencing senior executives and driving adoption across diverse teams.

10What to practise next

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

Cloud-Native Automation Architecture

As BPO operations move to the cloud, automation solutions need to be designed for scalability, security, and resilience within cloud environments (Azure, AWS). This involves understanding serverless functions, containerisation, and cloud data services.

Serverless functions (e.g., Azure Functions, AWS L · Containerisation (e.g., Docker, Kubernetes) for bo · Cloud-native data storage and processing for proce · Cloud security best practices for automation platf · DevOps principles for automation development and d

  • This month: Complete an introductory course on Azure or AWS cloud fundamentals.
  • Month 2: Research how leading BPO providers are architecting cloud-native RPA solutions.
  • Month 3: Work with our IT team to understand our current cloud architecture and automation deployment strategy.
  • Month 4: Propose a 'Cloud-Native Automation Blueprint' for a new BPO service line.
  • Month 5: Lead a discussion with your team on the benefits and challenges of migrating existing automation to the cloud.

Quick win: Familiarise yourself with basic cloud terminology and how our current automation platforms are hosted. Ask our IT team for a quick overview.

Advanced Process Simulation & Digital Twins

Moving beyond static 'As-Is'/'To-Be' maps, we need to simulate process changes and automation impacts before deployment. The concept of a 'Digital Twin of an Organisation' (DTO) allows for real-time monitoring and predictive optimisation.

Discrete event simulation for process modelling · What-if analysis for automation scenarios · Real-time process monitoring and anomaly detection · Predictive analytics for operational performance · Integration of process mining data into DTOs

  • This month: Explore advanced simulation features in tools like Signavio or dedicated simulation software.
  • Month 2: Identify a complex process within your domain and build a simple simulation model to test a proposed change.
  • Month 3: Research the concept of a 'Digital Twin of an Organisation' and its application in BPO.
  • Month 4: Propose a pilot project for advanced process simulation for a critical client process.
  • Month 5: Collaborate with Data Science to explore integrating real-time process data into a DTO prototype.

Quick win: Use existing process modeling tools to run a simple 'what-if' scenario for a proposed automation, trying to quantify the impact on cycle time or resources.

11Staying current once you are in

What people here do to keep up
  • Regularly attend industry conferences (e.g., OPEX Week, Process Mining World) to stay abreast of emerging trends and technologies.
  • Participate in BPO industry forums and working groups to share best practices and build a professional network.
  • Undertake continuous learning in advanced analytics, AI, and hyperautomation concepts through online courses or specialised workshops.
  • Mentor junior colleagues and actively contribute to our internal knowledge sharing initiatives.
  • Seek out opportunities to lead cross-functional initiatives that stretch your strategic and leadership capabilities.

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.

AI Ethics & Governance in Automation

As we integrate more advanced AI (like Generative AI and Machine Learning) into our BPO processes and automation, ethical considerations around bias, fairness, transparency, and data privacy become paramount. Regulators are catching up, and clients expect robust governance.

  • Algorithmic bias detection and mitigation
  • Explainable AI (XAI) principles for automated deci
  • Data privacy by design in AI-driven processes
  • Human-in-the-loop strategies for ethical oversight
  • Regulatory frameworks for AI in financial services

Hyperautomation Orchestration & Value Realisation

It's no longer just about RPA; it's about seamlessly combining RPA, AI, process mining, low-code, and intelligent document processing. The challenge shifts from individual bot deployment to orchestrating a complex 'digital workforce' for maximum end-to-end value.

  • Integrated automation platforms (e.g., Microsoft P
  • Process orchestration engines and workflow automat
  • Intelligent document processing (IDP) integration
  • Low-code/no-code application development for proce
  • Measuring end-to-end value across hyperautomation

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Lean Six Sigma (Black Belt Principles)
  • Business Process Management (BPMN 2.0)
  • RPA Strategy & CoE Leadership
  • Change Management Methodologies (e.g., ADKAR, Kotter's 8-Step)
  • Process Mining & Task Mining

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

    Senior Process Improvement Consultant (Internal Promotion)

    3-5 years in a Senior role

    Skills to master

    • Leading complex workstreams, mentoring junior analysts, driving end-to-end project delivery, building strong stakeholder relationships, and developing initial business cases for automation.

    You're ready to move on when

    • Consistently delivers high-impact projects with measurable ROI.
    • Demonstrates strong leadership potential and ability to influence without direct authority.
    • Successfully mentors 2-3 junior team members to increased autonomy.
    • Proactively identifies and proposes strategic improvement opportunities beyond assigned projects.
  2. 2

    Lead Process Architect (External Hire)

    Coming from a similar Lead role in another large BPO or consulting firm (8-12 years experience)

    Skills to master

    • Architecting enterprise-level process solutions, leading small teams, managing significant project budgets, and influencing senior stakeholders.

    You're ready to move on when

    • Proven track record of designing and implementing complex process solutions at scale.
    • Experience managing small teams or significant workstreams.
    • Demonstrable ability to navigate complex organisational structures and drive change.
    • Strong technical acumen in process modelling, RPA, and data analysis.
  3. 3

    Management Consultant (Specialising in BPO/Operations)

    4-6 years in a top-tier consulting firm, focusing on operational excellence or digital transformation.

    Skills to master

    • Client-facing problem-solving, structured analytical thinking, rapid hypothesis testing, and developing strategic recommendations for large organisations.

    You're ready to move on when

    • Experience leading client engagements and delivering tangible results.
    • Strong communication and presentation skills to executive audiences.
    • Ability to quickly understand complex business problems and formulate solutions.
    • Exposure to various industries and operational challenges.

15Where this role leads

The long view: This work can lead to senior operational roles such as VP of enterprise process and digital operations, or into wider leadership roles like chief operating officer or chief digital 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, International Outsourcing Process Excellence is actually changing.

Where it leads

Roles this leads to

Also named as a next step, with no page in the catalogue yet:

  • Principal Process Excellence Architect (Individual Contributor Track)

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 Design business processes, worked against Manager, International Outsourcing Process Excellence.

Design business processes Level 5

Applied to your work in Manager, International Outsourcing Process Excellence

This unit aims to provide learners with a comprehensive understanding of business process design techniques and tools. Learners will be able to develop and improve business processes, taking into account organisational needs and objectives, and evaluate their effectiveness against key performance indicators.

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, International Outsourcing Process Excellence
  • Lean Six Sigma (Black Belt Principles)
  • Business Process Management (BPMN 2.0)
  • RPA Strategy & CoE Leadership
  • Change Management Methodologies (e.g., ADKAR, Kotter's 8-Step)
  • Process Mining & Task Mining
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, International Outsourcing Process Excellence is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Director, Global Process Transformation & Automation

    3-5 years in this Manager role

    From Level 5 to Level 6

    • P&L ownership for multi-million-pound business units
    • Defining global automation roadmaps and investment strategies
    • Advanced vendor management for strategic partnerships
    • Shaping market position through process innovation

  2. Principal Process Excellence Architect (Individual Contributor Track)

    3-5 years in this Manager role

    From Level 5 to a higher IC level (e.g., Level 5/6 equivalent)

    • Designing multi-year, enterprise-level process architecture roadmaps
    • Developing proprietary process improvement methodologies or frameworks
    • Leading proof-of-concept initiatives for bleeding-edge automation technologies
    • Providing expert consultation to C-suite on critical operational challenges
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real, managing complex international BPO processes and driving transformation can feel like a never-ending battle against legacy systems and 'process debt'. But what if you could cut through the noise, identify opportunities faster, and automate the tedious bits? That's where AI comes in.

As a Manager in Process Excellence, your time is precious. We're not talking about replacing your strategic brain, but giving you powerful co-pilots. Our AI Productivity Hub is designed to free you and your team from the grunt work, allowing you to focus on high-impact strategy, complex problem-solving, and truly transformational change. Imagine getting insights in minutes that used to take days, or documenting processes with a click instead of hours of interviews.

AI-Powered Process Mining

Use AI algorithms to automatically discover, map, and analyse actual process execution from system logs (e.g., ERP, CRM, ticketing systems). This objectively identifies bottlenecks, compliance deviations, and root causes far faster and more accurately than manual methods. You'll move from 'what we think happens' to 'what actually happens' in record time.

Predictive Analytics for Bottlenecks & SLA Breaches

Apply machine learning models to historical process data to predict future bottlenecks, potential SLA breaches, or quality issues before they occur. This enables proactive intervention, dynamic resource allocation, and preventative process adjustments. Imagine knowing a week in advance that a specific process is likely to fail, giving you time to fix it.

AI-Assisted Documentation & SOP Generation

Leverage Large Language Models (LLMs) and intelligent capture tools to automatically generate 'As-Is' process documentation, detailed Standard Operating Procedures (SOPs), and training materials from screen recordings, interviews, or existing fragmented documents. This drastically reduces manual documentation effort, ensuring consistency, reducing transcription errors, and accelerating knowledge transfer across international teams.

Intelligent Chatbots for Process & Automation Queries

Deploy AI-powered chatbots or virtual assistants that can answer common questions about processes, policies, automation status, and troubleshooting for operational teams and clients. This reduces reliance on human support for routine inquiries, freeing up your specialists and managers for higher-value, more complex problem-solving and transformation work.

Common questions

Common questions

How do you become a Manager, International Outsourcing Process Excellence?

Common routes in include Senior Process Improvement Consultant (Internal Promotion) (3-5 years in a Senior role), Lead Process Architect (External Hire) (Coming from a similar Lead role in another large BPO or consulting firm (8-12 years experience)) and Management Consultant (Specialising in BPO/Operations) (4-6 years in a top-tier consulting firm, focusing on operational excellence or digital transformation.). Times vary with prior experience.

Where can a Manager, International Outsourcing Process Excellence progress to?

This role can lead on to Director, Global Process Transformation & Automation (3-5 years in this Manager role) and Principal Process Excellence Architect (Individual Contributor Track) (3-5 years in this Manager role), depending on the skills you build.

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

Increasingly, AI Ethics & Governance in Automation and Hyperautomation Orchestration & Value Realisation. 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

The skills built in this role, including process transformation, automation leadership, change management and international operations, apply across many settings. They can lead to senior operational roles in other large organisations, work in management consulting, or digital transformation roles in sectors such as financial services, telecommunications or healthcare. Outsourcing operations give a broad grounding in operational leadership.

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.