Summary
Date Posted: Thursday, October 24 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
Responsible for executing accurate and efficient Postpaid dunning to ensure payment for used services and reduce company debt whilst maintaining keeping customer informed (KCI) guidelines and adherence to the process.

Responsibilities
Financial- Cost reduction
• Mock & Main bill run validation checks and engagement with IT for accurate bill generation.
• Execution of barring/suspension /termination of services due to non-payment
• Deactivation of accounts post bad debt write off approvals.
Process - Compliance to internal audit policies
• Oversee proper account segmentation and c updated on the CRM.
• In liaison with Enterprise Team, timely review and update the dunning exemption list with timely monthly management approvals.
• Identification & Publication of customers eligible for dunning for all segments (Group 1,2 ,3 & Hybrid) and Non-GSM (Fixed data lines)
• Monitoring of automated dunning (group 1&2) configurations to ensure process efficiency
• Check and ensure 100% compliance to dunning process, escalate gaps leading to non- compliance to stakeholders and follow through closure.
Customer Satisfaction Score
• Timely, clear Dunning communication at all stages till account suspension for both auto and manual dunning (Exemption list and Fixed lines)
• Activation/Unbarring of accounts basis payment and /or approved P2P requests in the CRM and manual tracking where function is not available in CRM
• Timely closure of customer complaints concerning the dunning process
Analysis & Reporting
• Share weekly /Monthly reports on dunning
• Participate in projects related to dunning
• Any other department projects assigned
Decision Level
• Prime: Final Decision-Making authority, accountable to the Management
• Shared: Decisions reached jointly with peers on a collective basis
• Contributory: Makes a major contribution to a decision or policy judgment reached by others
Dimensions Impact of position
Financial Dimensions
• Execution of barring/suspension /termination of services due to non-payment to facilitate customer payment for used services
Other Dimensions
• 100% adherence to the dunning process.
Impact on Customers Internal & External

Person Specification
• High levels of integrity
• Strong analytical skills, attention to detail and problem solving skills
• Excellent understanding of corporate governance standards
• Should thrive in challenging situations
• Team work, flexibility and always go an extra mile
• Ability to train others
• Achieving Business Success
• Superior interpersonal skills
• Speed of execution
• Ability to work under minimal supervision

Educational Level
Must have
• Bachelor's degree in any business field or equivalent training in business or customer service management

Working Experience
• 3-5 years with a minimum of 2 years in service provisioning management role, preferably within the Telecoms industry with exposure to the different CRM and provisioning systems.
• Excellent analytical skills and computer skills with a bias on speed and accuracy (Excel, Access and word)
• Ability to work with large volumes of data

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
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