Job Description
Ensure on-time and accurate Consumer Postpaid billing. The role also requires monitoring end-to-end post-paid billing process, queries and disputes, system fault tracking and drive resolution through technology and main stakeholders across the company, implement continuous improvement and process efficiencies that drive consumer billing NPS.
Skills
· Key accountabilities and decision ownership ·
- Develop, monitor, coordinate and manage end to end Consumer Mobile Billing & Payment operations functions.
- Work with cross functional teams including but not limited to Commercial operations team, Customer experience, Audit team, Product & Marketing team, RA team, Testing team to identify issues, opportunities and technical enhancements to improve the efficiency of bill cycle operational processes.
- Evaluate, log and drive solutions to reported problems versus business impacts.
- Pre and Post-production testing and successful implementation of the applied changes.
Ensure on-time dispatch post-paid bills to customers within the agreed SLA.
Core competencies, knowledge and experience
- Strong technical knowledge and experience in Telco billing
- Attention to detail and organized.
- At least 5 years’ experience in Telco or IT services
- Strong people management and experience managing outsourced partners
- Must be available to work after hours or late nights and weekend during bill run days.
· Must have technical / professional qualifications ·
- Bachelor’s degree in Computer Science / IT or equivalent
- SQL/PLSQL Oracle knowledge.
- Expertise in billing and charging, rating systems
- Microsoft Excel Advanced skills
- Programming language is added advantage
Key performance indicators
- On time delivery of bills to customers
- Accuracy and completeness of billing as measured by adjustments versus billed customers.
- NPS billing – Leadership across segments
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