Senior Specialist Billing at MultiChoice

Reports to MCG Group Functional Head
Division

Multichoice Group
Key Customers

Key Internal Contacts

MultiChoice Executive Team

MutliChoice Management – Arica, South Africa

MultiChoice Country and Region-specific team leadership (Regional Directorship, General Management, Country Management)

MultiChoice Functional Heads of Department

MultiChoice Technology Team(s) - ShowMax, Connected Video, MCSA, MAH BV, NMS Insurance, Media Sales and Irdeto.

MultiChoice Supporting Functions - CII, Human Resources, Legal, Procurement, Regulatory, Finance, Technology, IT
Location

Randburg, South Africa
Purpose of the Position:

• The role will be responsible for driving the execution of the Billing strategy, continuous  improvement and innovation of billing platforms and defining the optimal customer experience for billing across digital and traditional channels. The person will ensure billing systems are aligned to B2B and B2C best practice methodologies and the customer experience journey in line with the organizational strategy. This is a cross-functional role; in addition to your responsibilities, you will be working closely with Systems, Digital, Finance, Data, Marketing, Payments teams to identify, prioritize and deliver best-in-class Billing solutions

Key Performance Objectives

Tasks

• Business Unit Management – Billing
•  Considers product-line/business unit and enterprise priorities, strategies, goals, emerging technologies, industry trends and economic viability across the Billing product portfolio
•  Facilitate and drive alignment among key stakeholders, supplying customer and market research and analytics to lead them to converge on a product strategy, vision and roadmap
• Active in feasibility study contributing to business case development
•   Establish and maintain relationships with the key business and technology and relevant external stakeholders when vendor or partner/ecosystem relationships matter to product success.
• Design of roadmap(s) (with input from Functional Head(s)) as input into transformational programme(s) blueprint(s) and initiatives
• Responsible for subject matter leadership, stakeholder management, communication, alignment and programme-level reporting on functional design and delivery progress
•  Drive (internal or external) customer research by means of including surveys, product analytics, market research, interviews, hackathons, online forums, or other cost-effective means of gaining insight into the "voice of the customer."
• Perform competitive analysis on the alternatives that target customers might use, so as to understand what capabilities and qualities the product must have to attract customers away from those alternatives — and keep them satisfied.
• Work within the product budget to ensure delivery and maintainance of the product within budget
• Work with key stakeholders to make frequent and dynamic prioritization decisions based on the latest product analytics, product team metrics and customer feedback. Define, track and communicate key product performance indicators as required to inform this process, and track business results.
• Collaborate with the Finance, Risk and Operations teams to drive revenue management within the business across the Group

Governance

• Implements the functional operating model and “ways of working” for Billing
• Responsible for the definition and implementation of Billing policies, processes, and standards
• Contributes to enterprise business design principles, standards, frameworks, methods, and tools
• Responsible for compliance and assurance of the Billing product(s)
• Responsible for committee feedback and reporting on the functional area of Billing delivery  and the compilation and progress reporting for Billing in Wakanda
• Ensuring compliance to specific billing regulation in each market (e.g. GDPR, ISO 14452, ISO 8000)
• Ensuring compliance to tax regulation in each market with the guidance of legal and regulatory team
• Responsible to work with fraud and risk teams on identifying and mitigating potential and actual breaches

Product Management and Product Ownership

• Responsible for the delivery of the Billing product strategy and vision developed with business stakeholders into what the product team must bear in mind every day to ensure they are building the right product.
• Manages the product lifecycle, such as the goto market plan, product inception, to product decommissioning,
• Collaborate closely with product delivery team to ensure day-to-day coordination of backlog priorities and allocation of work to the team, and potentially regularly testing the latest daily or weekly build
• Manages product backlog within the delivery teams
•  Define the product roadmap based on business outcomes, and overall programme
• Write user stories emerge from a process of design thinking led by customer experience designers who either embed with product teams
• Conceive, define, test, deliver, monitor, refine and withdraw digital products in the market (or internally) to maximize business results.
• Work with product teams to deliver and sustain the end-to-end customer experience.
• Approve the final schedule during schedule development, with the rest of the Wakanda programme
• Collaborate and coordinate with other product managers, Functional Heads and the Wakanda Business owner, the overall  product line, to avoid duplication and manage dependencies.
• Synrchroinse work and manage trade-offs and to ensure consistent with the overall priorities for the product line or Wakanda Master schedule
• Coordinate with other stakeholders such as business, data and IT architects to align product and platform architectures and capabilities according to agreed goals for nonfunctional requirements.
• Manage nonfunctional requirements and make sure that technical debt receives sufficient priority relative to functional requirements, in order to ensure success for the product throughout its entire life cycle, instead of just maximizing the functionality of the first release.
• Collaborate and coordinate with innovation teams to manage the flow of new ideas and product capabilities into one or more product lines.
• Responsible for functions requirement demand management and prioritisation
• Contribute to the preparation of the establishment contingency and emergency plans and ensure implementation when required.

CX measures for Billing

• In collaboration with CX design teams, drive the design of the customer experience journeys and differentiated billing propositions across customer segments, for both traditional and digital channels
• Define key customer and business measures and implement measurements to periodically and accurately measure the customer experience

Qualifications / Skills

• Post Grad Degree in a Financial Management/ Accounting/Technology or similar qualification
• 7 to 10 years experience in the Billing industry specific to subscription billing technologies, methods, business processes and models
• Experience in business analysis advantageous
• Strong understanding of billing related to e-commerce
• Strong understanding of different billing models across different types of business
• Experience with SDLC methodologies and structures systems analysis and design
• Ability to develop and foster strong relationships with internal and external partners
• Ability to think creatively to support business process improvements
• Extensive knowledge in billing technology
• Experience in business analysis
• Experience in project management preferably working in a large billing project

Technical Competencies

• Forecasting
• Financial Analysis
• Risk Management
• Project/Program Management
• Financial Management and Modelling
• Billing Models
• Deep Understanding of Revenue Management (revenue assurance, revenue recognition, financial reporting)
• Business Analysis
• Project Management

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching