Billing  

· Drives the documentation of best practice billing process, including controls and documentation required 

· Supports training of wider billing team, including billing managers on better processes and documentation created 

Customer Support  

· Helps support complex customer queries whereas driven by deviations from standard retail billing practices and updates process documentation where necessary 

· Works with finance and cross business stakeholders to manage timely resolution of customer queries.  

Project Management  

· Identifies local opportunities for process enhancements and engage with global peers to shape business requirements 

· Supports deep dive initiatives into customer contracts, local country legislation, operational practices to determine reasons for deviations from best practices and documentation required thereof 

· Help create accountability and clarity within billing team on complex and non-standard issues arising from contract structure and upstream processes issues. Translates findings into clear route cause analysis, risky scenarios and additional controls required in the billing process, as well as upstream.  

System and Process Efficiencies  

· Identifies process weaknesses within team and work with senior manager to develop local process enhancements and influence global colleagues to priorities regional requirements in global roadmap 

· Seeks opportunities for continuous improvement of processes, service delivery and reporting to drive efficiency and effectiveness 

System Operational Support  

· Provides input into the on-going development and support of billing systems including prioritization of open incidents to drive process improvement 

Reporting and Controls  

· Tracks metrics across the team (including flux, SR, escalations) and acts accordingly 

· Ensures reports and other data sources are produced and filed for SOX controls and supports internal and external audit 

· Validates reporting for other regions as required 

· Ensures the month end close activities (including transfer and recon of AR) are undertaken in a timely manner