The Senior Usage Billing Specialist generates and enters order information into relevant systems, supporting the quote to billing processes. They also consistently enhance customer experience through improving timeliness in service delivery by achieving the guaranteed average turnaround time, based on agreed product/process, and reducing the resolution time with agreed quality for sophisticated requests and specialty accounts (may include implementation of Service Level Agreement). The successful candidate is responsible for the order and control process for a designated group of customers or a designated geographical area; meeting requirements in an accurate and timely manner, providing expertise to customers in all related matters, thereby delivering customer satisfaction whilst ensuring that the company's goals and objectives are met.
Responsibilities:
Responsible for the implementation of the entire billing process and for providing ongoing usage order management support for sales and clients.
Handle internal and external Audit requirements.
Aligned to a designated client base and is accountable for establishing relationships with internal and external customers, playing a key role in improving service results.
Confirms all client positions are accurate for sales and financial reporting and is accountable for adhering to SOX compliance controls and third-party guidelines.
Lead the entire billing life cycle, including order preparation, order monitoring, and billing/credits/cancellations for new and renewal orders.
Obtain information required to process orders (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts).
Ensure appropriate technical and commercial approvals are in place.
Provide research and support for billing disputes, ensuring issues are resolved according to departmental guidelines (which may include Service Level Agreements).
Ensure any off-line pricing calculators and/or product-specific checklists are completed.
Lead the communication requirements and general client needs, making sure to provide timeframes and set client expectations accordingly.
Handle pending book calls with internal partners, raising all delays where interaction is required.
Make sure forecasted install and billing effective dates are accurately uploaded into local database/back-office order tracking system. Implement release of billing for all services and charges.
Maintain accurate client site billing & location details, and contact/user records on internal systems.
Reconcile out of date billing variance.
Provide timely support and resolution regarding Data and Compliance issues.
Establish key client and sales relationships to facilitate improved administration and customer satisfaction.
Assist in annual renewals processing, including analysing pricing, reviewing amendments and invoicing.
Handle and resolve external & internal queries relating to usage reports, billing, client account information/ permissions, and compliance issues.
Lead ad hoc initiatives with relevant groups, ensuring customer requests are successfully executed.
Provide help and mentorship to new recruits and less expert members of billing group.
Supervise daily dashboards/reports and participate in group discussions re: system enhancements, general policy/procedure maintenance, renewal processing, etc.
Spot trends and make recommendations for enhancing systems and procedures.
As vital and agreed, act as a deputy in the absence of the Team Leader/ Manager
Qualifications:
3 years of meaningful work experience
Graduate/post-graduate in related fields such as Commerce or Accounting
Expert candidates should have prior billing experience.
Good data interpretation skills
Good solid understanding of computer systems; knowledge on SAP, Salesforce and Siebel is an advantage.
Has phenomenal focus for accuracy, completeness, and improvement for assigned tasks which leads to providing an excellent customer experience.
Ability to prioritize and has attention to details.
High aptitude for learning and champions effective teamwork
Deadline-oriented and ability to multi-task
Should possess excellent written and verbal communication skills.
Ability to work independently on multiple activities, showing appropriate level of prioritization and blocking issue.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.
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