Administrator - Billing Finance at MTN

JOB DESCRIPTION

• To ensure the accurate and timeous delivery of bills to the consumers, employee 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.
• To accurately process and resolve all billing related queries and ensure billing adjustments are processed within the agreed timelines. 

RESPONSIBILITIES
Operational Planning

• Liaising with relevant areas when necessary to ensure delivery of required solutions, customer experience and SLAs. Initiate corrective actions where applicable
• Manage daily activities and bill run tasks to ensure the bill run deadlines are met.
• Ensure timeous and accurate bill delivery
• Ensure MTN SA customers billing data integrity maintained and updated timeously

Billing Management 

• Assist with end-to-end bill runs, including online and mobile platforms and processes
• Manage and control the end-to-end billing process –  account management, and query resolution
• Manage billing queries, ensuring accurate and timeous resolution as per agreed turnaround time to ensure accurate bills
• Manage the fixes of all system integration failures daily, validating reports to eliminate any failure patterns, initiating incident report with all internal stakeholder and ensure resolution and permanent fix.        (24hr support to the business in this area) 
• Assist with system data clean-up – ensure data integrity compliance with system requirements
• Provide feedback and input on monthly variance reports.

Query Management

• Perform detailed Root Cause Analysis on the Billing Adjustments.
• Investigate and prepare adjustments for review and approval.
• 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)
• Prepare account reconciliations for both internal and external customers
• Attend customer meetings and provide timeous feedback on queries.
• Manage the daily query queues to ensure query resolution within agreed SLA’s/OLA’s
• Liaise with internal and external customers to ensure root cause of issues are addressed and corrected.

Quality Control

• Following clear and linear procedures of problem solving, monitor system performance through root cause analysis
• Work consistently according to predefined standard operating procedures
• Assist with quality checks on bill run during the billing month to highlight potential problems / errors
• Perform quality checks on PDF’s generated post bill runs, highlight problems and escalate / resolve if possible 
• Assist with quality checks on data generated during bill run and report to supervisor for authorisation to supplier to commence printing / mailing
• Assist with quality checks at supplier (printing and mailing) throughout the process to ensure minimum / zero error

Month End Procedures

• Prepare for review the debtors age for the billing customers with commentary on collection activities.
• Capture/import invoices for the billing area, where applicable

Print invoices for authorisation and distribution

• Prepare/run statements for customers on a monthly basis and save in PDF format
• Distribute PDF invoices, information exchange (where applicable) and PDF statements based on contractual requirement/operator requirements
• Prepare and provide the monthly provisions and accruals
• Ensure all billing transactions have been completed before month end close

Product and System Changes

• Update and manage packages and system changes as per the  business units’ guidelines
• Liaise with the products and services team to ensure that the configuration of products are in line with the MTN products and services of the organisation[EK[MSA]1] [M
• Ensure system update and changes are timeously actioned to ensure accurate billing

Stakeholder Relationships

• Attend to all vendor and customer queries timeously
• Ensure customer needs and requirements are satisfied through appropriate systems/processes/procedures
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery
• Live the MTN Brand 
•  [E

Operational Planning

• Liaising with relevant areas when necessary to ensure delivery of required solutions, customer experience and SLAs. Initiate corrective actions where applicable
• Manage daily activities and bill run tasks to ensure the bill run deadlines are met.
• Ensure timeous and accurate bill delivery
• Ensure MTN SA customers billing data integrity maintained and updated timeously

Billing Management 

• Assist with end-to-end bill runs, including online and mobile platforms and processes
• Manage and control the end-to-end billing process –  account management, and query resolution
• Manage billing queries, ensuring accurate and timeous resolution as per agreed turnaround time to ensure accurate bills
• Manage the fixes of all system integration failures daily, validating reports to eliminate any failure patterns, initiating incident report with all internal stakeholder and ensure resolution and permanent fix.        (24hr support to the business in this area) 
• Assist with system data clean-up – ensure data integrity compliance with system requirements
• Provide feedback and input on monthly variance reports.

Query Management

• Perform detailed Root Cause Analysis on the Billing Adjustments.
• Investigate and prepare adjustments for review and approval.
• 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)
• Prepare account reconciliations for both internal and external customers
• Attend customer meetings and provide timeous feedback on queries.
• Manage the daily query queues to ensure query resolution within agreed SLA’s/OLA’s
• Liaise with internal and external customers to ensure root cause of issues are addressed and corrected.

Quality Control

• Following clear and linear procedures of problem solving, monitor system performance through root cause analysis
• Work consistently according to predefined standard operating procedures
• Assist with quality checks on bill run during the billing month to highlight potential problems / errors
• Perform quality checks on PDF’s generated post bill runs, highlight problems and escalate / resolve if possible 
• Assist with quality checks on data generated during bill run and report to supervisor for authorisation to supplier to commence printing / mailing
• Assist with quality checks at supplier (printing and mailing) throughout the process to ensure minimum / zero error

Month End Procedures

• Prepare for review the debtors age for the billing customers with commentary on collection activities.
• Capture/import invoices for the billing area, where applicable
• Print invoices for authorisation and distribution
• Prepare/run statements for customers on a monthly basis and save in PDF format.
• Distribute PDF invoices, information exchange (where applicable) and PDF statements based on contractual requirement/operator requirements
• Prepare and provide the monthly provisions and accruals
• Ensure all billing transactions have been completed before month end close

Product and System Changes

• Update and manage packages and system changes as per the  business units’ guidelines
• Liaise with the products and services team to ensure that the configuration of products are in line with the MTN products and services of the organisation
• Ensure system update and changes are timeously actioned to ensure accurate billing

Stakeholder Relationships

• Attend to all vendor and customer queries timeously
• Ensure customer needs and requirements are satisfied through appropriate systems/processes/procedures
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery
• Live the MTN Brand 

QUALIFICATIONS
Education

• Grade 12, 1 year certificate would be an advantage
• Fluent in English and language of country preferable

Experience:

• Minimum of 2 years’ experience in specialisation; with experience in managing others. Experience working in a large organisation 
• At least 2 year’ s experience in a similar management position, in dynamic and fast-moving industries