Billing Manager at MultiChoice

Purpose of the Position

• The scope of responsibility will include all activities within the billing journey including operational support processes.

Maintaining an efficient billing and payment process

Responsibilities of this position include, but are not limited to, those listed below:

• Develop, review and update billing rules as needed and identify improvements that will affect the overall experience of the customer.
• Perform and sign off UAT testing on all billing and process related changes in the core billing systems.
• Leakage Management: Manage controls to ensure minimum OTC revenue losses by correcting the KPIs discrepancies on a daily basis.
• Collaborate with the Customer Group and operations to make sure that billing issues raised are resolved timeously.
• Resolve issues raised, by fixing customer accounts in the billing systems and log Technology change requests to fix system errors or system configuration updates (i.e. billing rules), as required
• Perform 1st line root cause analysis on persistent discrepancies and provide input for solutions.
• Agree on, and oversee performance against, clear SLAs with third party payment platforms and escalate issues when needed.
• Operational Excellence: Take accountability for ensuring that the department outputs are of expected standards as outlined in the SLA.
• Strategy Support: Support the Shared Services and product team on the strategic goals.
• Manage the partner management payment and settlement reconciliation in order to raise invoicing and calculate commission.
• Manage the creation of vouchers and reconciliation thereof.

People management

• Structure and manage the team from a day-to-day basis, measuring performance and actively managing, and taking proactive steps to fix, performance issues.
• Actively participate in growing the individual capabilities of the team keeping them abreast of leading practices
• Develop and coach the team to identify talent and build the team to support further growth and expansion of the company.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Strengthen team skills through available training and developmental programs.
• Ensure efficient workflow and work distribution to meet deadlines.
• Provide positive climate for supportive working relationships.
• Manage the teams to ensure consistent and timeous delivery of daily and monthly outputs.
• Escalate any performance issues rapidly and sensitively.
• Motivate team members and ensure that their efforts are recognised.

Stakeholder Management and Project Management

• Provide billing related guidance to business partners based on performance metrics and feedback across the organisation.
• Build partnerships and working relationships within the business to create awareness of risk areas and potential improvements.
• Provide input to, and sign off the Business Requirements Specification (BRS) and/or Customer Journey for product development and enhancements.
• Approve User Acceptance Testing (UAT) and systems Integration Testing (SIT) results relating to Billing and Payments of new products and Services.
• Analyse and validate system enhancements required, in line with the full Clarity ecosystem to ensure no upstream or downstream impact from a process and rule perspective.
• Provide input into new products and system changes.

Qualifications

• BCom Business Informatics or a Degree in Financial Management 

Experience/Skills

Required

• 6+ years working experience in Billing Platforms within media, financial services or telecommunications
• 5+ years in a management role leading a team within a complex environment (preferably in a Shared Services environment)
• 2+ years in a management role leading a team within a complex environment.
• Proactive and capable of driving results without supervision
• Excellent leadership, teamwork and communication skills
• Detail oriented, Analytical, Investigative, problem solver

Preferred

• Experience in billing systems
• Exposure to SAP ERP, and billing system
• Technology acumen in Robotics Process Automation, Workflow automation, Business Intelligence and Analytics is advantageous

Functional Competencies

• Strong working knowledge of payment gateway architecture.
• Knowledge of e-commerce, real-time payments and open digital payment strategies.
• Operational knowledge of financial shared services and its various components.
• Strong working knowledge of the Billing process and Payment platform processes.
• Practical knowledge of effective governance frameworks and continuous improvement methodologies.
• Project management expertise.
• Business Requirements Specification drafting.
• Knowledge of financial accounting theories and ability to apply them proficiently.
• Technical knowledge of financial accounting systems, process automation, Business Intelligence and analytics tools.
• Ability to understand, develop, refine and implement financial procedures and policies, and ensure its consistent application without deviation.

Behavioral Competencies

• Strategic: Able to think, develop strategy, learn fast, problem solve and move quickly in a complex and dynamic environment.
• Proactive: Able to plan ahead and manage time-dependent critical processes and projects.
• Outcomes driven: Able to prioritise and delegate in order to meet multiple tight deadlines – delivering accurately at speed.
• Engaged leader: Able to structure, motivate, mentor and manage teams effectively to deliver high performance.
• Negotiator: Able to collaborate with multiple stakeholders with divergent needs in pressurised situations.
• Diplomacy: Able to manage conflict and differences of opinion - upward, downward and lateral.
• Communicative: Demonstrate excellent written and verbal communication skills - upward, downward and lateral.
• Change agent: Able to motivate for and drive continuous improvement, manage change and mitigate risks.
• Ethical and trustworthy: Have and maintain absolute integrity with unquestionable ethical standards.
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching