Job Description

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 Process Lead – Billing Enquiries and Disputes plays a critical role as a second-level resolver within Optus Enterprise Billing, responsible for managing complex billing enquiries and disputes while driving improvements in billing accuracy and customer experience. This role requires deep expertise across billing systems, processes, and products, and involves leading complex investigations, managing escalations, and driving root cause analysis to prevent recurring issues. You will work closely with cross-functional stakeholders and senior leadership to influence process improvements, support transformation initiatives, and ensure consistent, high-quality resolution of billing issues across the customer corridor.

Make an Impact by

• Lead complex case resolution – Manage and resolve high-value, complex, and escalated billing enquiries and disputes end-to-end
• Drive customer experience – Ensure timely, accurate, and high-quality resolution to improve customer satisfaction and reduce rework
• Perform root cause analysis – Investigate recurring issues and implement corrective actions to prevent future billing errors
• Monitor SLA performance – Track and improve team performance against SLAs, identifying opportunities for service improvement
• Provide SME support – Act as subject matter expert across multiple billing systems, products, and processes
• Validate credit adjustments – Review and approve credit requests to ensure accuracy, compliance, and revenue protection
• Drive continuous improvement – Identify gaps in processes and systems, and recommend enhancements to improve billing accuracy and efficiency
• Support training and knowledge management – Develop and deliver training, maintain documentation, and build capability within offshore teams
• Collaborate across teams – Work closely with Sales, Credit Management, IT, Product, and Delivery teams to resolve issues and improve outcomes
• Support projects and initiatives – Contribute to billing transformation, system enhancements, and process improvement initiatives

Skills for Success

• Degree or Diploma in Business, Finance, IT, or a related discipline
• 5+ years of experience in telecommunications billing, with strong exposure to billing enquiries and dispute management
• Extensive knowledge of OE billing systems, processes, and customer billing lifecycle
• Proven experience handling complex disputes, escalations, and stakeholder negotiations
• Strong analytical and problem-solving skills with the ability to perform deep root cause analysis
• Experience working with multiple billing platforms and reporting tools
• Strong understanding of SLAs, KPIs, and customer experience metrics
• Excellent communication skills with the ability to engage senior stakeholders and customers
• Strong stakeholder management and influencing skills across cross-functional teams
• Ability to work independently, manage competing priorities, and drive outcomes in a fast-paced environment
• High attention to detail, accountability, and ownership mindset
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word)