Billing Supervisor at MTN

Job Description

Mission:

• To support and action the Supersonic and MTN FTTH billing processes by supporting the delivering accurate and timeous billing to internal & external customers

Responsibilities

Key Performance Areas:

Role Complexity:

• Monitor system performance through root cause analysis.

Task Complexity:

Planning and scheduling of Billing runs:

• Plan, schedule and control bill runs and migrations
• Contribute towards continuous improvement and innovation at process and procedure level

Billing Operations and Coordination:

• Provide end-to-end supervision of the Billing processes, ensuring that all service provider corporate and consumer customers and staff are billed correctly in accordance with predefined quality assurance processes and standards
• Import all manual Voice Call detailed report before Billing run
• Perform quality checks on Excel documents generated post bill runs, highlight any problems and escalate/resolve if possible.
• Quality checks on data generated during the bill run sign off and authorize supplier to commence printing/mailing.
• Perform quality checks at supplier (printing and mailing) throughout the process to ensure minimum/zero error.

Vendor/SLA Management

• Take ownership and resolve/escalate all billing queries as highlighted during the course of the month.
• Billing Cycle Management and ensure timeous cycle migrations
• Participation in Pilot programs – Pilot billing as well as systems and Business impacts
• Resolution of any billing issues timeously and ensuring appropriate corrective action via Support teams.
• Ensure revenue leakages identified via the Revenue Assurance process are continuously updated on the billing system.
• Ensure that package and tariffs are created according to requirements and authority, tested and delivered timeously.
• QA of the packages and tariffs created prior to release
• Generate and prepare monthly Billing Operations reports.
• Ensure the logging Change request for system enhancements.
• Assume responsibility for all audit point requests for the billing Ops department.

Process and procedure effectiveness:

• Resolve billing issues and queries timeously, ensuring appropriate corrective action through IS
• Maintain relationship with Vendors
• Ensure that workflow continues without interruption
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance

Financial Management:

• Ensure month end procedures are completed by the 3rd of each month including GL and Aging reconciliations.

Quality Management:

• Ensure evaluations and quality checks are done according to Supersonic quality standards
• Ensure adherence to credit management
• Ensure service delivery according to Supersonic quality standards
• Ensure that the Audit points and findings are addressed and completed

Customer Satisfaction / Customer Service

• Continuously seek feedback from clients/ stakeholders to improve on quality and customer service standards
• Liaise with the various customers on their billing and service/support requirements
• Facilitate Billing Operations Induction to new staff members as required by HR Business Partners
• Provide input on request from other Supersoni functional areas
• Understand customer needs and develop and fine-tune systems accordingly
• Put contingency plans in place to prevent delays in the billing process and enhance the customer experience
• Understand customer needs and input into the fine-tuning of processes and procedures accordingly
• Provide advice on the best approach to reach the best results

Qualifications

Education:

• 3 Year Diploma in Finance

Experience:

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising others
• Experience working in a medium organization

Knowledge:

• Computer literacy.
• Knowledge of billing system applications.
• Knowledge of credit management.

Skills / physical competencies:

• Communication skills. (verbal & written)
• Analytical skills.
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Planning skills – plan, priorities, resource allocation and deliver on time
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Delegation skills – allocation of tasks and coaching
• Problem solving skills
• People management skills – managing and monitoring performance
• Conflict management skills
• Ability to meet deadlines

Behavioral qualities:

• Team orientation – strengthening teams
• Relationship builder – strong people-focus
• Service orientation
• Customer centricity
• Assertive
• Strong detail focus - attention to detail and accuracy
• Action-oriented
• Perseverance
• Methodical and systematic
• Operate with integrity (high ethics) –to maintain confidentiality
• Independent-minded – ability to work independently
• Reliable and dependable
• Adherence to Supersonic values

General working conditions:

• Unplanned overtime
• Shift work required when systems build roll outs occur.
• Standby on all Bill Runs.
• Constant pressure to meet tight deadlines

Quality Standards:

• Communication of billing problems/issues immediately upon noticing.
• Supervision of data on Eppix and IZ billing system (monthly reports and clean ups will be evidenced in data integrity).
• Supervision of system enhancements - prompt investigation and feedback to the business (24 hours suggested)
• Supervision of operational performance issues – prompt investigation and feedback to the business (24 hours depending on category of error)
• Establishment of a multi-functional team with corporate supervisors and management.
• Ensure that all Billing related audit points are successfully closed within given time and quality standards.
• Accurate monthly reports generated on the 3rd working day of the new month
• Customer satisfaction index, CMAT targets
• Dissemination of information
• Successfully meet KPI’s as per agreed Performance agreement.

Apply Before 09/18/2025