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Supervisor -

3 months ago

Johannesburg, Gauteng, South Africa MTN Nigeria Full time

Title of job:
Supervisor: Billing Operations

N **umber of subordinates:

TBC

MTN Job Level: 2
**Solid Reporting Line:
**Manager : Billing Operations

**Dotted Reporting Line:
Mission/ Core purpose of the Job
To support the delivery of Billing strategy, ensuring accurate and timeous service provider and staff billing and activation support.

2. Context (Global influences, environmental / industry demands, organisational mission etc.)

  • Pressurised, deadline driven environment including staggered bill runs in order to ensure availability of statements
  • Participative environment highly diverse and teamfocused
  • The provision of innovative solutions and service excellence
  • Context changes in terms of technology advancements and customer behaviour
  • Fluid complexities of customer expectations and demands
  • Total customer experience for MTN brand

3.

Key Performance Areas:
Core, essential responsibilities / outputs of the position (KPA's)

Task Complexity:

Planning and scheduling of Billing runs

  • Plan, schedule and control bill runs and cycle sizes / migrations
  • Contribute towards continuous improvement and innovation at process and procedure level

Billing supervision and coordination

  • Provide endtoend supervision of the Billing processes, ensuring that all service provider corporate and consumer customers and staff are billed correctly in accordance with predefined quality assurance processes and standards
  • Ensure that all invoices are printed timeously with itemised billing and statements as per customer and business requirements
  • Ensure that the delivery process adheres to business and customer requirements
  • Control the Return to Sender process for service providers
  • Control credit note processing auditing, approving and capturing as appropriate
  • Control the staff billing function in respect of activations, deactivations, billing, collections, queries and services
  • Generate and prepare monthly reports as required by the Billing Manager
  • Manage relationships with other supervisors/managers/staff within the Customer Services environment who depend on Billing Operations for internal service/query resolution

Process and procedure effectiveness

  • Resolve billing issues and queries timeously, ensuring appropriate corrective action through IS
  • Maintain relationship with suppliers including scheduling of printing for various bill runs and problem resolution
  • Visit printing suppliers, mailing houses and South African post office from time to time to facilitate smooth operations
  • Ensure that all processes and procedures implemented are aligned to the set operational framework for the Billing Operations
  • Ensure that workflow continues without interruption
  • Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance

Cost control

  • Ensure that expenditure remains within budget limits, control costs through the appropriate choices of low cost processes and procedures
  • Identify areas where money is lost and seek ways to reduce expenditure where possible

Supervisory / Leadership / Managerial Complexity

  • Set boundaries within which direct reports will operate
  • Enable direct reports to do their work by monitoring, coaching and problem solving
  • Continually assess the technical competence of the team and take steps to develop their knowledge and skill
  • Equip people with the necessary skills and tools to enable them to perform effectively
  • Evaluate and assess people performance
  • Actively manage nonperformance
  • Enforce a customercentric approach
  • Develop supportive relationships with reports and encourage a team spirit
  • Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information
  • Live the MTN Brand change and influence employees behaviour

4. Job Requirements (Education, Experience and Competencies)

Education:

  • 3 year Degree / Diploma in Commerce (Marketing / Communication) or related

Experience:

  • Minimum of 3 years' experience in area of specialisation; with experience in supervising others
  • Experience working in a medium organization
**Competencies: Head - Big Picture Focus (10)

  • Analytical Thinker
  • Manages the alignment and execution of tactical activities


 Problem Solver
  • Assists in solving business challenges but looks to others for advice and guidance


 Operational Value Creator
  • Executes on innovative commercial practices and identifies areas for continuous improvement
Heart - Emotionally Intelligent (20)

  • Culture and Change Champion
  • Role models ethical practices by living the MTN values and vital behaviours for others to follow


 Supportive People Manager
  • Is selfaware and supports team capability development through opportunity creation for realising potential


 Relationship Manager
  • Builds relationships with customers and teams to uphold the MTN brand
Hands
  • Resul
ts Focused (50)

  • Resul