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 Team Lead is is responsible for overseeing an operational team delivering Provisioning, Production Billing, Contract Validation, and Customer Enquiry/Dispute Management activities for Enterprise & Business customers. This role ensures timely, accurate, and compliant billing outcomes while managing high-volume operations with varying complexity. The role will lead day-to-day team performance, drive quality and efficiency, and support continuous improvement initiatives. The incumbent is expected to manage competing priorities, resolve escalations, and ensure service delivery meets internal KPIs, customer expectations, and regulatory requirements. Employees will be required to work according to the operational hours of the overseas operations they support.

Make an Impact by

• Lead billing operations – Oversee end-to-end delivery of provisioning, billing, contract validation, and dispute management activities within SLA
• Ensure billing accuracy – Review billing outputs, reconciliations, and validations to ensure completeness and compliance
• Manage escalations – Handle complex billing issues, disputes, and customer escalations effectively
• Drive team performance – Allocate workload, monitor KPIs, and ensure timely completion of tasks
• Develop team capability – Coach, train, and support team members to build skills and improve performance
• Improve processes – Identify opportunities to streamline workflows, reduce errors, and enhance efficiency
• Support transformation – Participate in system enhancements, process improvements, and billing transformation initiatives
• Collaborate across teams – Work closely with Sales, Finance, Product, Credit & Collections, and IT to resolve issues and improve processes
• Ensure compliance – Maintain adherence to audit, regulatory, and internal policy requirements
• Provide insights – Deliver accurate operational reporting and highlight risks, trends, and improvement opportunities

Skills for Success

• Bachelor’s Degree in Business, Finance, Accounting, or a related discipline
• 3–5 years of experience in billing operations, revenue operations, or high-volume transactional environments, with experience in Enterprise Billing preferred
• Experience leading a small team or acting as a senior team member / SME
• Strong understanding of end-to-end billing processes, including provisioning, billing validation, and dispute management
• Experience managing customer billing issues, enquiries, and escalations
• Proficiency in billing systems and CRMs (e.g. SAP, Oracle, Salesforce, Amdocs, or similar platforms)
• Intermediate to advanced Microsoft Excel skills with ability to analyse and reconcile data
• Strong analytical and problem-solving skills with high attention to detail
• Ability to interpret contracts, pricing structures, and billing rules
• Strong understanding of SLAs, KPIs, and operational performance metrics
• Excellent communication and stakeholder management skills across multiple functions
• Proven ability to lead, coach, and develop team members
• Strong organisational skills with the ability to prioritise and manage multiple deadlines in a fast-paced environment
• A resilient and adaptable team player with a continuous improvement mindset