Posted: Posted 14 days ago

Wholesale Billing Lead

Salford Quays, Manchester

Job Title

Wholesale Billing Lead

Job Description Summary

The Wholesale Billing Lead is a technical billing SME, whose primary objective is to protect billing accuracy within TTWS through the implementation of controls and monitoring. Responsible for quality driven change and identifying continuous improvement opportunities across all platforms
The role will focus on the delivery of billing accuracy and compliance adherence whilst ultimately striving for an improved customer experience, achieved through proactive monitoring, robust root cause analysis and risk mitigation.

Job Description

Technical Billing expert

The Wholesale Billing Lead is a Billing SME who has technical capabilities to read, write and understand SQL code, SSIS packages, billing flows and processes. Understands billing concepts, systems & methodologies and has the responsibility for protecting the revenue of the business through a myopic focus on billing accuracy. Provide daily support to manage billing issues as they occur within the business and to act as a point of contact for incident support through to resolution. They will proactively ensure our billing systems and processes are accurate and compliant, support projects and future technologies, build controls and manage strategic deliverables.

Telecoms product, industry & Regulatory knowledge

Knowledge of products across the telecommunications industry covering legacy PSTN to future technologies including fibre, voIP and E-access is essential. They will be able to talk confidently about and train the as-is process, whilst in parallel, will be able to challenge and support proposed changes to billing systems, functionality, and capability. Support trials and provide vital expertise from project initiation to final delivery to ensure they are robust and fit for purpose. This includes maintaining TalkTalk’s regulatory commitments to ensure we can continue to operate and therefore, this role requires a detailed understanding of Ofcom Metering and Billing regulations (M&B), General Data protection Regulations (GDPR) and financial regulations (IFRS15), which can be applied to all work completed from projects to incidents.

Excellent communicator

Excellent communication skills are required to manage internal and external stakeholders. Skills required include the ability to articulate the right information, to the right audience, in the right format. To be able to create appropriate documentation to support processes, incidents and change and to deliver the relevant documentation in support of projects, training, business change and best practice. The role will Lead Project engagement for Billing to provide SME input and help shape the solution to meet our regulatory commitments, business requirements and industry expectations. Fully understanding impacts, deliverables, process gaps and ensuring handover to operations through process and engagement.

Catalyst for change

This role is an advocate for quality driven change and responsible for identifying continuous improvement opportunities. The role is a critical part of our strategic change agenda, and they must lead the thinking in terms of delivering a right first-time process. Are prepared to challenge in order to defend billing accuracy and take the time to understand the “so what.” Working with our 3rd party suppliers to build and review controls with a constant focus on maintaining accuracy and auditability throughout. This will be supported through monitoring of 3rd party SLAs and reporting on breaches / concerns that need to be addressed.

Problem solving and analytical skills

The role will focus on the delivery of billing accuracy and compliance across multiple systems and complex processes; therefore, it is key this role can analyse large and complex data sets to solve underlying problems and provide route cause analysis including potential solutions.  They will Investigate system integrity issues, highlighting inefficient data with a focus on cleansing or suggesting improvements through problem solving and presenting back to the business to gain agreement on resolution. This will also include analysis of CSAT outputs to positively improve customer experience in relation to billing data and accuracy. Educating stakeholders, implementing system changes, data cleansing and raising potential projects.

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