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 Commercial Operations Analyst plays a critical role in managing the general adjustments process for Enterprise & Business (EB) customers, ensuring accuracy, compliance, and timeliness in billing-related financial adjustments. This role directly impacts customer satisfaction and business profitability, as adjustments often involve high-value accounts and sensitive customer relationships. The incumbent will lead end-to-end investigation and resolution of billing adjustment cases, collaborate with senior stakeholders (including CFO-level), and drive root cause analysis to prevent recurring issues. Employees will be required to work according to the operational hours of the overseas operations they support.

Make an Impact by

• Manage high-value adjustments – Oversee end-to-end general adjustments process across all EB billing systems, including high-value cases up to significant financial thresholds
• Ensure accuracy and compliance – Validate adjustment requests, ensure alignment with audit guidelines, and maintain complete supporting documentation
• Drive timely resolution – Manage escalations and ensure all cases are resolved within SLA timelines with clear communication to stakeholders
• Perform root cause analysis – Conduct in-depth investigations into billing issues and identify systemic gaps to prevent recurrence
• Strengthen revenue governance – Ensure transparency of financial impact through accurate reporting and adherence to audit requirements
• Support senior stakeholders – Partner with Finance, Sales, Legal, and senior leadership to validate and approve complex adjustments
• Prepare critical documentation – Develop credit summaries, memos, and reports for approvals, including senior leadership and CFO-level visibility
• Monitor trends and insights – Analyse adjustment trends and produce reports to drive process and performance improvements
• Collaborate across teams – Work closely with Billing, Finance, Networks, Provisioning, Delivery, and Customer teams to resolve issues
• Drive continuous improvement – Identify inefficiencies in upstream processes and recommend solutions to enhance billing accuracy and customer experience

Skills for Success

• Minimum 5 years of experience in telecommunications, with exposure to finance, billing operations, or risk analytics
• Strong understanding of billing systems, processes, and telecommunications products/services
• Experience handling high-value financial adjustments, dispute resolution, or commercial analysis
• Strong analytical and problem-solving skills with the ability to assess complex financial and operational data
• Excellent stakeholder management skills with experience engaging senior leadership and cross-functional teams
• Strong understanding of audit, compliance, and revenue assurance principles
• Advanced proficiency in Microsoft Excel, with strong working knowledge of PowerPoint and Word
• Experience in reporting, trend analysis, and data-driven decision-making
• Strong organisational and time management skills, with the ability to manage multiple priorities and deadlines