MTN, or Mobile Telephone Network, is a major multinational telecommunications company based in South Africa. Founded in 1994, it is one of the largest mobile network operators in the world and the largest in Africa. The MTN Group is headquartered in Johannesburg and listed on the JSE Securities Exchange.

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.