Specialist - Credit Note Enterprise Business Unit at MTN

Solid Reporting Line:  Senior Manager: Mobile BPO Dotted Reporting Line:  
Mission/Core purpose of the Job

• Responsible for the analysis of mobile & ICT Credit Notes (CNs) 
• To support with billing quality assurance checks 
• Assist with data clean up initiatives across mobile & ICT to reduce arrears book 
• To direct executable actions, document repetitive problems for correction. 
• Data components will include CRM / Billing / Network services or provisioning data
• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Education:

• Matric
• Diploma / Degree or appropriate higher qualification

Experience:

• Minimum 2 years’ experience in Mobile, ICT CRM / Ordering / Billing systems
• Working knowledge on Mobile Ordering / Billing
• Previous telco experience within the B2B / enterprise environment (nice to have)
• Knowledge of Siebel CRM, Billing & Provisioning systems (nice to have)
• Knowledge of Eppix Billing & Mobile Provisioning system (nice to have)
• Working experience in business / data analysis
• Experience working with large amounts of data and defining recommendations to drive corrective actions
• Good team cooridination skills
• Financial acumen (preferred)
• Attention to detail
• Strong Excel & Powerpoint skills

Competencies:

Head - Big Picture Focus (25)

• Strategy Formulators - Formulates divisional strategies aligned to overarching strategies for execution.
• Decisive Problem Solver - Has the mental agility to understand complex business challenges and provide effective solutions.
• Innovative Value Creator - Creates an environment for commercial and enterprise innovation.

Heart – People & Emotional Intelligence (35)

• Culture and Change Champion - Drives business practices by holding others accountable for demonstrating the MTN values and vital behaviours.
• Inspiring People Leader - Is self-aware and leads/coaches others to develop capabilities for realising individual potential.
• Relationship Builder - Collaborates across teams and builds networks and relationships with internal and external stakeholders.

Hands – Results Focused (30)

• Results Achiever - Produces sustainable enterprise results.
• Operationally Astute - Plans, organises and sets controls in place for delivery of strategies.

RESPONSIBILITIES
Billing Quality Accuracy (Core) 

• Responsible for deep dive analysis on root cause for mobile & fixed credit notes to ensure consistent billing accuracy 
• Put in place a framework of inputs, analysis and reporting to ensure accurate monthly billing proactively 
• Make continuous recommendations to close gaps / ensure preventative controls are in place 
• Support with data clean up initiatives across mobile & ICT to reduce arrears book  
• Support with pre and post billing checks for mobile & ICT 
• Engaging with billing & collection teams to resolve disputes timeously minimising arrears from outstanding issues 

Data Extraction & Analysis (Essential) 

• Extraction and analysis of customer ordering & billing systems to enable correct billing 
• Manipulate information into reconcilable outputs for constructive decision making resulting in corrective instructions. 
• Confirm corrective outcomes by referencing mock bills produced or other sources of billing information available 

Stakeholder Management (Essential) 

• Understanding, managing and delivering on business unit expectations within agreed quality and timelines 
• Input into Business Process Optimization Function - Drive and manage execution of the data clean-up activities at hand 
• Strategise with Business Process Optimization Snr Manager for improved / alternative execution methods based on learnings 
• Develop a customer data set with requirements that are based on standardised data extracts and inputs. 
• Develop a high-level set of key performance indicators for reporting and tracking purposes 

Data Integrity and Validation (Essential) 

• Understand of the relationship between order management & billing outputs 
• Confirm final correction of billing outputs, by confirming results through provisional invoicing or other appropriate billing output