Billing Process Lead

Fruit Pie





Regional Delivery Centre for Multinational Telecommunications Company

Must have skill(s) : 

Petaling Jaya, Malaysia

5+ years’ experience in enterprise Billing systems (preferably Telecommunications) and billing-enquiry management with specific dispute management expertise (dispute resolution and negotiation), with ITIL/ITSM experience.

About the Client:

Our CLIENT is a premier Regional Delivery Centre (RDC) committed to bringing the best global communication solutions to global customers such as Australia & Singapore. They are talent-centric and drive customer experience through improved satisfaction and operational performance that covers ICT, project management, carrier services, and service provisioning to provide world-class and exceptional delivery. They are seeking a talented Billing Process Lead to take lead and be accountable for line management of a team of Billing process Analysts and Specialists. As direct line manager, you will be responsible to ensure efficient and effective application of resources to achieve the desired Optus Enterprise outcomes and the desired customer experience.

What This Role Involves:

Analyzing the billing enquiry process across multiple systems and products. You will conduct trend analysis of billing enquiry and invoicing information and take pro-active identification and reporting of any under / overstating of revenue.

Analysis of Optus Business (OB) products provisioning process and billing model as well as the IT and Network systems supporting these products. You will designing appropriate metrics for reporting on key performance and quality indicators in relation to billing issue management.

SLA Performance: Monitor performance to identify potential areas for service improvement and raise proposals with business stakeholders and management for improvement of billing system/process functionality. Ensuring SLAs, appropriate business processes and work instructions are in place for operational teams.

Participating in Use-Case definition, User Acceptance Testing and Business Readiness Testing, and ensuring billing staff are adequately trained prior to production implementation.

Root-cause analysis – Assist with in-depth investigations into ‘Root Causes’ in order to prevent future billing issues for all/targeted customers.

Encouraging the sharing of ideas and resources outside the immediate team and across the business, and working together with other lines of business to solve mutual problems. Actively offering team expertise and knowledge to other areas of the business to maximize business performance.

Facilitating the design, preparation and presentation of training courses/awareness of key issues relating to billing issue management with internal workgroups.

What You Need:

Tertiary qualifications (degree/diploma) in related discipline (IT, ICT, Business, Accounting) with preferred discipline in IT or ICT.

Strong commercial experience & financial acumen.

Fluent English communication skills: as the role requires effective
communication to stakeholders at many levels in the organization or
customer’s organization.

Experience in enterprise Billing systems (preferably Telecommunications) and billing-enquiry management with specific dispute management expertise (dispute resolution and negotiation).

ITIL/ITSM experience and basic certification (ITIL V2 or V3 fundamental).

Added advantage: Industry recognized Train the Trainer Certification.

What's On Offer:

  •   Offered Salary


Up to RM 10,000

  •   Working hours

  •   Type             


40 hours spread over 5 days a week.


Permanent Position

  •   Work Location 


Petaling Jaya, Malaysia

  •   Offered Benefits


Health insurance coverages, Work-From-Home & more staff perks!

Ease of access: Central HQ location

To apply, send your latest updated resume to

or Click                             to deposit your resume.

Date :


Job ID :