Work Location: PJ
Salary Range: RM4500 - 7000
The Billing Enquiries & Disputes team is a second level business support resolver group responsible for the timely and accurate resolution of all OB billing related enquiries and disputes. The Billing Process Specialist role requires a skilled, determined and capable professional who will be responsible for ensuring an excellent customer experience through identification and remediation of processes causing billing errors and delays across the OB customer corridor.
- The BPS may need to contribute to OB Strategic program’s (e.g. Jarvis (BCC)) as customer billing is moved into the new architecture (AMDOCS and/or SAP-BRIM), off the legacy systems (e.g. CASS/Arbor, Singleview, GSMIS, BOSS, eFRAMS, etc), while improving the customer billing experience as they move from the current through to the new billing platforms and ensuring the Billing Enquiries & Disputes team maintain the ability to resolve customer enquiries and disputes in the future.
- The Billing Process Specialist is responsible for proactive trend analysis by monitoring cases - analyse and manage in-depth investigations into ‘Root Causes’ and implement change in processes or systems to prevent future billing issues for all/targeted customers.
- The Billing Process Specialist will assist the BE&D Manager in overseeing actions across the team to ensure consistency of process and communication. This includes – knowledge management within the team, plus coordinating the development, documentation and delivery of training for offshore billing enquiries and disputes team.
- The Billing Process Specialist requires an extensive and deep knowledge of OB billing systems and tools (of which there are over 30), processes and policies, and the ability to research and understand all OB Products, across the customer corridor, through to the bill/invoice. They will also be required to take on Complex and Super Complex cases to ensure the team meet their KPIs as well as provide mentoring to both the onshore & offshore team to assist in the closure of billing cases.
- The BPS will be responsible for assisting the Operations Manager in cross training all BE&D staff in KL. • The role will suit an individual who can work autonomously, possesses strong analytical and problem solving skills, communication and stakeholder management, proven experience in high level negotiations, drives to resolution, is flexible and focused on making a difference in the demanding world of OB Billing.
The role is responsible for:
- Analyzing the billing enquiry process across multiple systems and products.
- SLA performance – Monitor performance to identify potential areas for service improvement and raise proposals with OB stakeholders and management for improvement of billing system/process functionality.
- Ensuring SLAs, appropriate business processes and work instructions are in place for operational teams.
- Participating in Use-Case definition, User Acceptance Testing and Business Readiness Testing, and ensuring billing staff are adequately trained prior to production implementation. • Root-cause analysis – Assist with in-depth investigations into ‘Root Causes’ in order to prevent future billing issues for all/targeted customers.
- Designing appropriate metrics for reporting on key performance and quality indicators in relation to billing issue management.
- Encouraging the sharing of ideas and resources outside the immediate team and across the business.
- Working together with other lines of business to solve mutual problems. Actively offering team expertise and knowledge to other areas of the business to maximize business performance.
- Facilitating the design, preparation and presentation of training courses/awareness of key issues relating to billing issue management with internal workgroups.
- Pro-active Identification and reporting of any under / overstating of revenue.
- Dealing directly with key OB customers and business contacts. • Contributing to and assisting with billing related initiatives and projects by providing SME information. • Mentor/training other offshore BE&D team members in systems and processes.
- Analysis of Optus Business products provisioning process and billing model as well as the IT and Network systems supporting these products. The candidate will possess: • The ability to identify issues and initiate or perform corrections • A fastidious attention to detail
- Extensive experience with all OB Billing / Invoicing systems and ability to use OB reporting/analyzing tools.
- Strong self-management and task management work-ethic • Excellent communication skills – written, verbal and listening
- The ability to read, understand and modify and write complex SQLs. Requirements: Tertiary qualifications (degree/diploma) in related discipline (IT, ICT, Business, Accounting) with preferred discipline in IT or ICT
- Minimum 10 years’ experience working in ICT industry or similar.
- Strong commercial experience & financial acumen. Preferable with Finance / billing / customer service background.
- 5+ years’ Experience in enterprise Billing systems (preferably Telecommunications) and billing-enquiry management with specific dispute management expertise (dispute resolution and negotiation). • ITIL/ITSM experience and basic certification (ITIL V2 or V3 fundamental).
- Technical aptitude – 5+ years’ experience in telecommunications technology and products. Preferable with Broad technical and analysis skills across Optus billing platforms. • Industry recognized Train the Trainer Certification. • High level Communication Skills: (Verbal / Written / Aural)
- Time Management & Prioritization Skills
- Strong reporting and analytic skills
- Issue Management Skills & Conflict Resolution Skills
- Ability to quickly learn new systems, applications and tools
- Customer Facing and Customer Service Skills. Exposure to Optus Business customers and service environment • Dispute Resolution Skills, Exposure to Optus Business Credit or Contract processes
- Proficient in Microsoft Office (Word/Excel/PowerPoint), Microsoft Access Behavioral (e.g. negotiation skills, presentation skills) • Strong Customer Focus • Team Player • Fastidious Attention to Detail
- Negotiating and Problem-Solving skills • A positive & flexible attitude towards change and recognition that is continuous
- Ability to effectively communicate across all levels of business Computer/ IT skills • Expert knowledge of OB Billing Systems • (GSMIS, Arbor, Singl.eView, SMART, ServiceNow, Boris, Helix, BOSS, Insight Plus, SAP, CID, SM7, REX etc)