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 Analyst is responsible for the timely and accurate resolution of Enterprise & Business customer billing enquiries and disputes. This role involves managing complex billing investigations, coordinating with multiple stakeholders, and ensuring customers receive clear communication and updates throughout the resolution process. As part of the Billing Enquiries & Disputes team, you will support second-level business operations responsible for handling billing investigations, corrections, and dispute resolution activities across multiple billing systems and customer scenarios. The role requires strong analytical, problem-solving, and communication skills, with the ability to identify root causes, recommend corrective actions, and collaborate effectively with teams including Sales, Commercial, Legal, Finance, Credit Management, Product Management, and Service Desks. The successful candidate will be highly organised, detail-oriented, and capable of managing multiple priorities while meeting agreed service level agreements (SLAs). This role supports overseas operations and may require employees to work according to the operational hours of the supported market.

Make an Impact by

• Investigating and resolving complex billing issues while providing timely updates and clear communication to customers and stakeholders within agreed service level agreements (SLAs)
• Preparing accurate and concise justifications for billing adjustments, corrective actions, and account changes
• Reviewing and validating billing adjustments, credits, and supporting documentation to ensure accuracy and compliance
• Identifying root causes, trends, and process gaps, and driving improvements to reduce recurring billing issues and rework
• Collaborating with cross-functional teams including Finance, Sales, Legal, Credit Management, Product Management, and Service Desks to achieve timely case resolution
• Managing multiple disputes and prioritiese effectively while maintaining service quality and operational performance standards
• Enhancing customer experience through proactive communication, timely issue resolution, and strong stakeholder engagement
• Making informed decisions on complex billing matters and escalating high-risk or sensitive issues appropriately
• Educating internal stakeholders on billing processes, policies, and best practices to improve operational efficiency and reduce escalations

Skills for Success

• Bachelor’s Degree in Information Technology, Finance, Business, Commerce, or a related discipline, or equivalent relevant work experience
• 5+ years of relevant experience in billing systems, complex dispute management, customer service, finance operations, or related environments
• Strong expertise in dispute resolution, stakeholder management, negotiation, and customer communication
• Demonstrated ability to investigate complex billing issues, identify root causes, and recommend corrective actions
• Strong analytical, problem-solving, and data interpretation skills with high attention to detail and accuracy
• Ability to identify process gaps and support continuous improvement initiatives
• Strong organisational, time management, and prioritisation skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Strong customer focus with a commitment to delivering high-quality service outcomes
• Excellent written and verbal communication skills with the ability to communicate effectively across all levels of the business
• Harness internal AI tools to draft, summarise and refine customer communications, internal updates and process documentation — producing accurate, consistent outputs with greater speed
• Leverage AI to automate repetitive tasks such as templated responses, report generation and data lookups — freeing capacity for higher-value problem solving and complex dispute resolution
• Strong interpersonal, collaboration, and stakeholder engagement skills
• Adaptable and able to work effectively in a dynamic and changing environment
• Self-motivated with the ability to work independently and collaboratively within a team
• High level of professionalism, accountability, and attention to detail

Technical Skills

• Advanced proficiency in Microsoft Excel, including Pivot Tables and VLOOKUP, with strong working knowledge of Microsoft Office applications
• Experience using billing systems, CRM platforms, and reporting tools within enterprise environments
• Knowledge of financial reporting, billing adjustments, and pricing methodologies
• Experience managing multiple billing disputes, investigations, and dispute cases simultaneously
• Understanding of process governance, operational controls, and compliance requirements

Good to Have

• Experience in telecommunications billing operations or Enterprise Billing environments
• Working knowledge of Enterprise Billing systems such as SAP, JARVIS, SingleView, BOSS, eFRAMS, Insight, My Business Portal, DCS, or similar platforms
• Experience with UCRM and SAP Debtor Ledger and Sales & Distribution (Billing) modules
• Familiarity with EB reporting tools and billing data analysis
• Experience working with data extraction and reporting tools