Senior Manager - Dispute Resolution & Revenue Assurance - Data Center Products

MAIN ASSIGNMENTS :

This role is responsible for administering the dispute resolution activities for PAN India for Data center Products mapped against customer accounts along with corrective/ preventive measures. This role involves back-end coordination with various internal team along with front end dialogues with customer for reconciliation/ dispute resolution.

Main duties will include the following:

a) Dispute Resolution

- Manage Disputes as received from Multiple Stakeholders Collection, Sales, Customer experience management team, Customers.

- Compute adjustments and obtain requisite approvals as per Delegation of authority.

- Prepare the Business Case for approvals and Error Acceptance and Preventive Action Tracker

- Research and uncover root cause analysis for discrepancies and communicate effectively with Team erroring Team.

- Research multiple source documents to ensure correctness of dispute resolution.

- Ensure accurate resolution of customers billing disputes. Explain same to customer and collection teams.

- Ensure corrective actions for the disputes to avoid repeat dispute over same.

- Engaging with cross functional teams and periodic feedback sessions and collect the internal customer voice.

- Monitor liquidation for the month against the allocated dispute invoice targets.

- Maintain & Manage the Issue resolution Tracker and Generation of MIS & sharing with Management team.

- Interlock with cross functional teams for the faster resolutions of disputes

b) Revenue Assurance

- Manage Revenue Assurance Function

- The Revenue Assurance head responsibility will be to improve the end to end assurance of cost and revenue from source through to billing, within a controls environment across revenue streams

- Develop and implement end to end controls methodology for all the products and services relating to revenue streams

- Analyze and repost clearance of exceptions from provisioning and billing systems

- To champion revenue leakage issues across usage by influencing and engaging key stakeholders on activity and resource requirements necessary to drive revenue maximization.

- Actively participate in all go to market phase during product launches and changes to identify financial risk to business.

- Support corporate security with fraud management control framework

- Group Revenue Assurance and Fraud Management reporting

- Actively seek areas to improve control and reduce the fraud opportunities

- Management of over/under and incorrect charging of products/services across all systems

- Process enhancements and controls

- Training to the team Billing and collections on new avenues / products / changes

- Identify areas of leakage and put-up steps to control

- MIS reporting and control for the functions

- Migration of Customer base across system control.

- Experience in Billing (SAP S/4 Hana) would be a plus

- Well versed Working and creating reports in Excel.

- High requirement on risk assessment and dispute resolution which enables efficient collections

- General Accounting Knowledge

- A detail orientation, ability to prioritize work and clearly communicate