Service Operations Specialist

A. PROFILE
Role Title: Service Operations Specialist
Reporting to: CE Service Operations Senior Manager
Division: Customer Experience
Department / Section: Marketing
B. CONTEXT
Purpose: To Operate the End to End Billing, Collection and Bad Debt Management process.
Context: Supporting and Monitoring B2B Sales process from the billing and collection stand points. Monitoring and taking care for bad debt management process to reduce bad debt and revenue loss
C. ROLE ACCOUNTABILITIES
Provide technical support and fault management of B2B billing and collection process.
Provide B2B Billing Data management, Prepaid & Post-paid Invoicing & Bad Debt and Late payment management.
Work with Managed Service team to ensure that billing and payment processes are done accurately
Work with vendors and IT & Finance teams to ensure that billing and collection processes are deployed properly as per business and functional requirements
Provide operational support such as cancellation request, new customer, plan change, waiver and payment adjustment
Closely working with Finance team over bad debt control management.
Provide billing and collection reports on regular basis and ad-hoc analysis reports.

D. KEY PERFORMANCE INDICATORS
Customer Experiences – Enterprise NPS and CSAT
Operation Performance
Preparation and delivery of invoices
Billing Timeline and accuracy
Fulfilment – turnaround time, completeness and correctness
Correctness, completeness, and punctuality of billing and collection reports
E. WORKING RELATIONSHIPS & DECISION MAKING
Interacts with:
Internal: Finance, B2B & IT Team for billing and collection/bad debt process and support
External: Customer, vendor and network partners
Decision Making
Make decision to produce the bill with correct amount if required
F. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge
2 – 4 years of payment & billing experiences, and basic knowledge in accounting
Essential knowledge:
Basic knowledge on infrastructure technical knowledge on operating system, networking, communication protocols, and basic desktop management
IT Operation practices
Strong understanding on payment and invoicing processes
Non-Essential Knowledge:
Telecommunication domain expertise such as Prepaid/Postpaid, Convergent Billing, Online Charging, Call Scenarios, Data Services, Customer Care, Product Catalogue, Order Management, Service Subscription, and Subscriber Life Cycle
Telecommunication business processes and solutions such as Provisioning, Mediation, Middleware, Rating, Charging, Billing, Interconnect, Roaming, CRM, Partner Management, Credit Control, Payment, Collection, and Revenue Assurance
Language skills: English

Minimum Entry Qualifications
Bachelor of Science degree in Computer Science or equivalent university degree