VBU Operations Billing Manager

Why work for us:

• At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world.
• We believe technology is only as powerful as the people using it to create a better tomorrow:

Role Purpose

• The Vodafone Business Unit [VBU] Operations Billing Manager is a subject matter expert on EQX billing for all Business Customers.
• The role requires a deep understanding of billing end to end processes as well as knowledge in VBU products, contract to cash processes and Customer billing and analytic requirements.
• The role entails responsibility for VBU billing which requires close collaboration with multiple stakeholders to ensure the optimal billing experience for our customers and that governance and best practice is followed.
• The role requires ensuring that VBU Billing solutions are effective, timely and accurate with appropriate governance, KPI’s, monitoring and management reporting in operation.
• This role has a Monday to Sunday liability and may require some evening and weekend work.

Typical Outputs

• Timely accurate billing of Vodafone Business customers.
• Support ongoing / future transformation programs.
• High quality, seamless VBU Billing output leading to a positive NPS.
• Leading on continuous improvements and developments.
• Effective governance and change control.
• As an VBU SME, support the delivery process for the deployment of projects.
• Support the continuous improvement process of the VBU Billing assurance control environment.
• Hypercare attendance and timely resolution of actions / incidents impacting billing.

Essence of Role – Key Accountabilities:

Main Duties & Responsibilities

Billing Operational Performance

• Drive stability and positive experience and performance in existing processes, ensuring VBU customers are billed accurately and on time with effective billing analytics available.
• Support charging incidents, escalations and problem management as issues arise, engage effectively with billing & invoicing partners to resolve any issues that may affect VBU Billing accuracy, timeliness and completeness.
• Ensure efficient and effective monitoring and reporting processes and controls appropriate to VF exist in all VBU Billing processes and procedures and are aligned to best practice.
• Proactively identify and implement continuous improvements.
• Provide support in the execution of VBU billing assurance controls and ensure VBU Billing reconciliations, sampling and controls are performed successfully within agreed SLA’s.
• Proactively consider Customer impacts on identified issues. Provide support to Operations Team as necessary.
• Ensure VBU Billing compliance, end to end controls and audit recommendations.

Customer

• An understanding of Customer billing requirements is key for the role. This is a customer facing role. Attending customer meetings as a billing SME with other business units will be required.
• Develop clear strategies that can deliver Customer Success/Billing Simplicity/Best Practice for VBU customers. Lead on solutions to address NPS performance concerns.

Change Management/Engagement with Billing Impacts

• Drive continuous improvement & change in the business and 3rd parties to support Company goals in customer experience, simplification and cost effectiveness.
• Ensure that changes introduced to VBU billing adheres to the appropriate governance and change management approval process.
• Ensure new Vodafone business tariffs and products are onboarded onto the billing environment effectively.

Stakeholder Management & Collaboration

• Engage and support in cross functional initiatives and projects impacting & touching VBU Billing solutions.
• In an VBU Billing Subject Matter Expert (SME) capacity support billing related projects and initiatives.
• Engage with and influence key Stakeholders at all levels, including senior leadership, to promote best in class VBU billing solutions.
• Provide coaching and direction to teams and outsourced and offshore resources to deliver excellent levels of customer service.
• Develop a strong relationship with Vodafone Commercial team and engage as the billing SME on new / existing customer tender requests. Proactively manage and maintain Best
• Practice repository to enable efficient, consistent and comprehensive support.
• Work closely with credit and collection on customer issues resulting in DIQ (debt in query). Ensure root cause is identified and lead on preventative measures ensuring they are embedded in BAU processes.

Subject Matter Expertise

• Develop a deep understanding of the Vodafone VBU customer portfolio and products. Collaborate closely with the Billing Impacts Manager on initiatives impacting VBU customers
• Knowledge of the optimal VBU customer account structure based on customer requirements. Ensuring account structure results in billing as per customer expectations whilst ensuring compliance.
• Ensure that key stakeholders including Training and Care Teams understand the available options to support an improved customer experience.
• Expertise in the end-to-end Vodafone VBU customer billing journey.
• A comprehensive understanding of telecoms billing is required in order to support the Billing Operations Manager.

Specific Ownership

• Own the Vodafone immediate invoicing process including executing daily controls, ensuring compliance, managing approvals and escalations. Leading on Governance Steer. Co's.
• Ownership and monitoring of performance of billing analytics including ECA. Ensure effective controls and monitoring is operational and that change management, and governance is in place for all future changes.
• Outline a Billing & Analytics Strategy for Customers that can be rolled out and communicated to VBU Sales/Care. Lead on Vendor Management and collaborate to ensure that optimal performance.
• Deep understanding of Group Billing Products and Solutions with effective stakeholder collaboration.

We Are Looking For You, If You Have:

Essential

• Excellent MS office skills.
• Excellent communications skills and ability to communicate effectively at all levels of the company.
• Excellent analytical skills.
• Strong prioritization skills.
• Good commercial awareness and experience of deriving and communicating insights from analysis.
• Experienced in working effectively with 3rd party vendors, outsourced and offshore resources.
• Experienced in working with multiple complex billing solutions.
• Strong Experience of driving continuous improvement.
• Experience in an operational environment

Desirable

• Knowledge of payments, credit risk management.
• Good financial awareness.
• Knowledge of data mining and statistics.
• Awareness of VBU products.
• Experience in direct Customer engagement an advantage.
• People Management experience an advantage.

Who we are:

• Vodafone is pioneering Ireland's gigabit society.
• We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers.
• As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
• We’re at the forefront of innovation in delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
• Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential.
• You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!
• Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded.
• We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
• Vodafone is committed to support LGBT+ people at work.
• We are an equal opportunities employer where our people can be at their best.

When choosing us……….

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!

Some of the benefits that you will receive along the way are:

• Competitive Salary
• Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
• Generous Employer Pension contribution
• Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
• Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
• Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
• 23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
• Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioner
• We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies.

• We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.

• When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one.

• It starts here. It starts with you.

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