Supervisor - Billing.finance

**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 team-focused
- 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 end-to-end 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 non-performance
- Enforce a customer-centric 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 self-aware 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 - Results Focused (50)
- Resul