Lead a contract under OTC Director, responsible for the full delivery of the OTC solution, by supporting revenue assurance programs through generation of accurate and timely billing to customers thereby ensuring revenue flows within programs
Key Result Areas:
During the run phase the OTC Ops Manager is responsible for day to day OTC activities
- Ordering capability: the customer is able to place service requests
- Commercial inventory management
- Invoice production: invoices are accurate and produced on time
- Customers claims are handled timely and in a professional manner
- The customer is given support to enable him to place orders and pay bills
- Maintain up to date catalog in process and tools
- Ensure revenue assurance by implementing and/or project manager corrective and improvement actions
During the implementation phase the OTC Manager is responsible for the set up of the transitory and target solutions
- Contribute to the definition of the Intermediate Mode of Operation (IMO) and the Final Mode of Operation in the respect of the contract terms, the customer specificities and the strategy given by the ABU (model, organization, processes)
- Implement and execute IMO
- Manage the changes on the OTC solutions
- Ensure training and knowledge transfer between IMO and FMO modes to supporting functions (Analyst, etc)
- Manage all supporting functions of the OTC operations activities
- Possess global and in depth knowledge of the contract, OTC proceeses and tools
- Design specific controls to ensure quality and define guidelines for analysis on his /her contract
- Manage and coordinate on a daily basis all analysts and senior Analysts working on billing preparation, tools evolution, re-rating, reporting, etc
- Support ordering activities
- Implement end-to-end workflow processes from ordering to billing, ensuring process amendments when required
- Communicate via email and phone with internal and external stakeholders any OTC topic, including unexpected questions
Performance Management
- Report internal KPIs to monitor OTC activities and quality on his/her contract
- Report and monitor on contractual OTC SLAs
Knowledge Management
- Ensuring the OTC team contributes to knowledge management repository and improvements to Best Practices related to complex projects
- Create User guides and ensure procedure documentation is available and updated on regular basis
- proactively suggests enhancements to the process
- Contribute to the growth of Intellectual Capital Process by ensuring quality documentation (accurate) is published and maintained in the relevant repositories
Stakeholder Management
- Develop and maintain Solid interlocks with the key stakeholders
Transition Management
- Lead and manage new transitions on his/her contract and be responsible for the deliverables post transition
Continual Improvement
- Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions
- Contribute to continual improvement projects as defined by OTC GPO or local TM and Service Improvement Plans for customer contracts as defined by the Team Manager & OTC Director
Process Compliance & Adherence
- Ensure compliance of the defined processes, procedures and audit the adherence to standards on his/ her contract
Training ( OTC Process training)
- Train and support OTC Ops analysts and senior OTC Analyst as necessary
- Process & tools Training sessions for team members
Educational Qualifications: University Degree in business, commerce or science, diploma or certification in Computer Applications (MS Office Suite)
Relevant Experience: 6-8 years of overall professional experience in telecoms billing environment
Good knowledge of telecom/IT/Outsourcing services
Desired skills/knowledge:
Experience in integration and outsourcing
Customer oriented-Customer support skills Good communication skills Ability to work within an international and operational environment Attention to detail, very good analytical skills for accuracy Good Finance & Accounting skills Fluent in English (French would be a plus) Willing to work shift work on occasion, or extended hours Ability to work autonomously within predefined tasks and planning High level of competency in all PC applications Proactive, positive and objective attitude
