Senior Proficient Billing & Collection Consumer

Role Purpose

To enhance customer satisfaction and operational efficiency by managing and resolving technical issues in pre-billing and post-billing processes. The role focuses on solving product mapping errors, ensuring billing accuracy, and improving the billing operations’ impact on customer experience metrics such as CCAT and NPS. This position requires advanced technical expertise in billing systems and processes within the telecom sector.

Position Information

• Unit: Consumer
• Division: Customer Excellence
• Grade: P4
• Minimum role requirements:
  
  

Qualification: Bachelor in relevant field

• Experience:
  
  

Senior Proficient: 8 years of experience

Key Accountabilities

• Oversee pre-billing and post-billing processes to ensure accuracy and efficiency.
• Investigate and resolve technical issues such as product mapping errors or configuration problems.
• Coordinate with IT teams to address system bugs and discrepancies affecting billing outputs.
• Monitor billing workflows to reduce errors and improve automation.
• Ensure all bill runs meet the agreed timelines and service levels.
• develop monitoring mechanism for the abnormal usage activities for post-paid customers
• develop Billing satisfaction assessment models for all services in the consumer.
• Maintain and update billing system parameters and master data as needed.
• Generate reports and analytics to support month-end close and audits.
• Implement automation initiatives and recommend improvements to streamline billing processes.
• Serve as a subject matter expert for billing-related queries; assist in training and mentoring junior team members.
• Ensure compliance with all regulatory, legal, and contractual billing obligations.
• Serve as the escalation point for complex technical billing issues.
• Develop troubleshooting protocols to identify root causes of billing errors.
• Collaborate with technical consultants to implement system enhancements and fixes.
• Test and validate billing system changes or upgrades before deployment.
• Analyse the impact of billing operations on customer satisfaction metrics such as CCAT and NPS.
• Develop proactive communication plans to address potential billing concerns before they escalate into complaints.
• Collaborate with customer care teams to create seamless workflows for resolving billing-related queries.
• Implement customer feedback mechanisms to gather insights on billing experiences and identify areas for improvement.
• Work on optimizing digital touchpoints for billing inquiries, such as self-service portals and mobile apps, ensuring user-friendliness and efficiency.
• Provide detailed analytics on customer trends and behaviour related to billing operations to inform strategic decisions.
• Coordinate with marketing and customer retention teams to ensure billing transparency in promotions and offers.
• Ensure adherence to billing policies, standards, and regulatory requirements.
• Develop and update SOPs for billing operations to align with best practices.
• Conduct periodic audits to ensure data accuracy and compliance with billing protocols.
• Prepare and present detailed reports on billing operations, highlighting key issues and improvements.
• Analyse customer data to identify trends and opportunities for operational improvements.
• Generate KPIs to measure the effectiveness of billing operations and propose adjustments as needed.
• Guide and mentor billing support staff to build technical and operational expertise.
• Establish clear goals, monitor team performance, and provide constructive feedback.
• Foster a culture of continuous improvement, encouraging team members to suggest innovative solutions.
• Develop training programs to enhance technical skills and knowledge of billing systems.
• Ensure team alignment with organizational objectives and values.
• Recognize and reward team contributions to maintain high morale and engagement.
• Conduct regular team meetings to address challenges, share updates, and align on goals.
• Promote cross-functional collaboration to improve overall team efficiency and effectiveness.