Billing Supervisor or Billing Manager

1 day ago

Johannesburg, South Africa A 1L Realization (Pty) Ltd Full time

**Core purpose of the Job**
To provide operational direction to the billing operations team, ensuring implementation of strategies in line with the credit risk and billing departments priorities. To ensure the accurate and timeous delivery of bills to the base through ownership of billing systems, functional enhancements, integrity, and support. Resolve billing queries timeously and ensuring corrective action is undertaken to ensure customer satisfaction and that the issues do nor reoccur within the business. Manage system enhancements and changes in the billing operations department to ensure billing system integrity.

**KEY PERFORMANCE AREAS**:
**Strategic input**
- Strong leadership skills with an ability to motivate direct reports
- Setting objectives for the billing operations team that align with the departments/organisations goals

***

**Operational Planning**
- Implement action and plans to ensure fulfilment of objectives, liaising with relevant areas when necessary to ensure delivery of required solutions, customer experience and SLAs. Initiate corrective actions where applicable
- Assist in driving best practice, continuous improvement and innovation at process and procedure level
- Support the construct, implement and/or fine-tune methods, systems, and primary controls to enhance effectiveness and meet organisational goals
- Stay abreast of local conditions, as well as competitor activity to create competitive advantage

***

**Billing Management and operational coordination**
- Assist in reviewing of policies, processes, and procedures within the credit risk and billing department, and provide suggestions
- Control all end-to-end bill runs, including online and mobile platforms and processes
- Control the end-to-end printing and mailing process including report management and ensuring timeous delivery of billing as per service level agreements
- Manage and control the end-to-end billing process account management, and query resolution
- Proactively identify, analyse, and manage bill run problems, putting measures in place to ensure that they do not reoccur
- Manage billing queries, ensuring accurate and timeous resolution as per agreed turnaround time
- Retain ownership of the billing systems, including functional enhancements, data and system integrity, user assistance and support.
- Manage the fixes of all system integration failures daily, validating reports to eliminate any failure patterns, initiating incident report with IS and ensure resolution and permanent fix. (24hr support to the business in this area)
- Manage system data clean-up ensure data integrity compliance with system requirements and conduct monthly access review and control management per department
- Manage the credit note process and monthly reporting thereof
- Manage and control the query management logging systems, ensuring that queries logged are actioned and completed within agreed KPIs and ensuring correct query resolution and feedback to initiator (24hr support to the business in this area)
- Billing Revenue Assurance conduct monthly pre-bill runs with IS assistance, carrying out quality assurance checks and producing post billing reports
- Review changes to the billing systems and services based on the analysis of the trends and patterns identifies

**Product configuration**
- Oversee the package creation process as per the consumer business units guidelines
- Liaise with the products and services team to ensure that the configuration of products are in line with the products and services of the organisation.

**Customer Experience Management**
- Implement strategies to provide a continuous improvement for the customer experience during the billing management process through system and process automation
- Initiate change to continually improve all aspects of service delivery
- Ensure customer needs and requirements are satisfied through appropriate systems/processes/procedures
- Assist in drive continuous improvement as an important element of service delivery
- Understand customer needs and develop and fine-tune systems accordingly

**Reporting**
- Compile and present monthly billing reports
- Report on current situation, highlight risks and potential corrective measures
- System integration discrepancies; ; Billing (end to end); Package & Tariff creations; staff collections;
- Data clean-up; query turnaround time.
- Create and report upon billing key performance indicators and manage team to meet and exceed key metrics

**Projects and system enhancements**
- Recommend changes to systems and services based on the analysis of the trends and patterns identified in real-time operational performance data, initiating, and managing departmental projects and following up on completion and success of projects
- Assist project management team with the planning of enhancements and changes to the billing systems including functional enhancements, new functionality, data, and system integrity; communication to business; mont

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