Billing Analyst Team Lead

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! 

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

The Billing Analyst Team Lead is responsible to oversee the Billing Analyst team by delivering accurate, compliant, and customer-focused billing outcomes for our customers. This role will be responsible to improve customer experience by resolving billing issues, requiring deep knowledge of systems and processes, handling complex cases, mentoring team members, and ensuring accurate credit adjustments to maintain customer trust and profitability. Employees will be required to work according to the operational hours of the overseas operations they support.

Make an Impact by

• Lead & develop your team – Coach, mentor, and training
• Manage billing enquiries & escalations – Analyse billing enquiry processes across systems and products to identify gaps and improve efficiency
• Monitor SLA performance – Track service levels, identify improvement opportunities, and recommend system and process enhancements
• Ensure process compliance – Establish and enforce clear SLAs, business processes, and work instructions across teams
• Perform root cause analysis – Investigate billing issues and implement preventive measures
• Drive collaboration – Promote knowledge sharing across teams and work with business units to resolve issues and improve performance
• Support training initiatives – Assist in the design and delivery of training on billing issue management
• Analyse data and trends – Monitor billing enquiries and invoicing data to identify patterns and insights
• Ensure revenue accuracy – Identify and report revenue overstatements and understatements proactively
• Engage stakeholders – Work with key customers and internal stakeholders to resolve billing concerns
• Contribute to projects – Provide subject matter expertise for billing-related initiatives

Skills for Success

• Bachelor’s Degree in Business, Commerce, or a related field, or a professional accounting qualification
• 5–8 years of experience with billing systems and billing enquiry management, including proven expertise in dispute management (e.g. dispute resolution, negotiation, and effective communication)
• 2–3 years of experience in leading a team or operating as a senior subject matter expert within a Finance, Billing, or Customer Service function
• Hands-on experience with Billing Systems
• Advanced proficiency in Microsoft Excel (e.g. VLOOKUP, Pivot Tables) with strong working knowledge of MS Office applications
• Well-developed commercial awareness and a solid financial understanding
• Good knowledge of telecommunications products, services, and technologies
• Excellent analytical and problem-solving capabilities, with a high level of accuracy and attention to detail
• Highly effective communication and stakeholder management skills, with the ability to engage confidently across multiple levels
• Demonstrated ability in time management and prioritization, including handling multiple monthly deadlines and resolving issues efficiently
• An adaptable and collaborative team player who performs well in fast‑changing environments and maintains a proactive, solution‑oriented mindset

Good to Have

• Project management knowledge or qualifications
• Exposure to Business Credit or Contract processes