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: Huawei (Technical Support) and Red dot (B2B Collection Service)

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