Consumer Billing/Payment Specialist

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 advantageKey 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