Billing Enquiries & Disputes Manager

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.

Enterprise & Business (EB) delivers world-class telecommunications and IT services to government, enterprise, mid-market and small business customers. Each year, EB produces more than 85,000 bills valued at over $1 billion across two major billing platforms. Delivering accurate, timely and easy-to-understand billing experiences is central to maintaining customer trust.

As the Billing Enquiries & Disputes Manager, you will lead a team of 12 billing professionals responsible for resolving customer billing enquiries and disputes while overseeing commercial operations activities. You will partner with internal stakeholders across Sales, Finance, Credit, Legal, Networks and Service teams, while serving as a trusted point of contact for customers ranging from Accounts Payable representatives to executive leadership.

This is a people leadership role focused on delivering exceptional customer outcomes, operational excellence and continuous improvement across billing enquiry and dispute management.

Make an impact by:

Lead and Develop a High-Performing Team

• Lead, coach and develop a team of 12 direct reports comprising Senior Business Process Analysts and Commercial Operations staff.
• Set clear performance expectations and support ongoing development through regular performance and career conversations.
• Foster a collaborative, engaged and high-performing team culture.
• Drive cross-skilling and capability development across billing systems, products and processes.
• Manage workload planning and resource allocation to consistently achieve service levels.

Deliver Outstanding Customer Outcomes

• Oversee the timely and accurate resolution of customer billing enquiries and disputes.
• Act as the primary escalation point for complex customer issues.
• Build trusted relationships with customers while managing sensitive commercial discussions professionally.
• Ensure customer communications are clear, accurate and commercially appropriate.
• Identify recurring issues and partner with internal teams to implement sustainable solutions.

Partner with Stakeholders

• Collaborate with Sales, Finance, Credit, Legal, Networks, IT and Service Delivery teams to resolve complex billing issues.
• Provide timely reporting, insights and recommendations to senior leadership.
• Facilitate discussions that drive efficient issue resolution and improved customer outcomes.
• Influence cross-functional stakeholders to improve billing processes and governance.

Oversee Commercial Operations

• Review and approve credit adjustments within delegated authority.
• Ensure commercial operations activities comply with company policies, privacy requirements and legislative obligations.
• Monitor adjustment reporting, escalation management and documentation quality.
• Support governance activities and reporting requirements.

Drive Governance and Continuous Improvement

• Monitor team performance against established KPIs and SLAs.
• Participate in governance forums and quality assurance activities.
• Lead initiatives that improve billing accuracy, operational efficiency and customer experience.
• Identify automation and process improvement opportunities across billing operations.
• Promote continuous learning, operational excellence and knowledge sharing.

Skills for Success:

Leadership Experience

• Demonstrated experience leading operational teams in a complex, high-volume environment.
• Experience managing teams with diverse functional responsibilities.
• Proven ability to develop people, drive accountability and build high-performing teams.
• Ability to lead through changing priorities while maintaining operational excellence.

Customer & Stakeholder Management

• Experience managing complex customer enquiries, disputes and escalations.
• Ability to communicate effectively with stakeholders across all organisational levels, including senior executives.
• Strong relationship management, negotiation and influencing skills.
• Excellent written and verbal communication skills.

Billing & Operations Expertise

• Demonstrated experience within billing, finance operations or customer dispute resolution.
• Strong understanding of billing processes, enquiry management, dispute resolution and financial adjustments.
• Ability to interpret commercial agreements and assess financial implications.
• Experience identifying root causes and implementing process improvements.

Commercial & Analytical Capability

• Strong analytical and problem-solving skills.
• Commercial awareness with sound judgement when balancing customer and business outcomes.
• Experience analysing operational trends and driving performance improvements.

Technical Skills

• Proficiency in Microsoft Office applications, particularly Excel, Word and PowerPoint.
• Experience using billing, CRM or enterprise operational systems.
• Strong reporting and documentation skills.

Good to Have:

• Experience within telecommunications, utilities or another complex billing environment.
• Experience in a Tier 1 telecommunications organisation.
• Familiarity with billing platforms such as JARVIS, SAP, BOSS, Singl.eView or eFRAMS.
• Experience in governance, compliance reporting or operational risk management.
• Knowledge of Australian telecommunications legislation and regulatory requirements.
• SQL or data analysis capability.
• Experience working with or managing offshore operational teams.