Billing Manager

Role purpose

The Billing Manager leads the billing function for a subscriber-based business, ensuring accurate and timely billing, effective resolution of customer queries, and consistent adherence to company policies, contractual terms, and applicable requirements. The role oversees Billing Supervisors and their teams, drives service and operational performance, and works cross-functionally to improve the subscriber billing experience.
Key responsibilities.

Billing operations

• Oversee end-to-end billing operations, including account setup, recurring and usage-based charges, adjustments, credits, refunds, payment application, and billing corrections.
• Ensure bills are produced accurately and issued on schedule in line with subscriber plans, contracts, and agreed billing cycles.
• Monitor billing volumes, exceptions, aged items, and operational backlogs; ensure issues are prioritised and resolved promptly.
• Establish and maintain effective controls to reduce billing errors, prevent inappropriate adjustments, and support accurate account records.
• Oversee billing reconciliations and investigate discrepancies between billing systems, customer accounts, payments, and financial records.
• Coordinate billing activity for product, pricing, policy, system, and process changes.

Customer queries and issue resolution

• Oversee the handling and resolution of customer billing enquiries, disputes, complaints, and escalations.
• Ensure customer-facing teams provide clear, accurate, and timely explanations of charges, payment activity, credits, and account adjustments.
• Take ownership of complex or high-impact billing cases and coordinate resolution with relevant teams.
• Identify recurring customer issues and work with teams to address their root causes and reduce repeat contacts.
• Support consistent, fair customer outcomes while applying billing policies and contractual terms.

Leadership and performance management

• Lead, coach, and develop Billing Supervisors, ensuring clear accountability for team performance, quality, and service delivery.
• Set objectives and operational standards for supervisors and their teams; review performance against agreed measures.
• Ensure teams have appropriate procedures, training, guidance, and resources to perform their responsibilities effectively.
• Promote consistent decision-making across teams, particularly for billing adjustments, disputes, exceptions, and escalations.
• Plan team capacity and workflow to meet billing deadlines, customer service expectations, and changing business needs.

Policy, controls, and compliance

• Ensure billing processes and customer interactions comply with company policies, contractual obligations, approval limits, and applicable regulatory requirements.
• Maintain clear procedures, records, and audit trails for billing decisions, adjustments, complaints, and exceptions.
• Monitor adherence to controls and address gaps through corrective actions, training, or process changes.
• Support internal and external audits, information requests, and investigations relating to billing operations.
• Escalate material control failures, policy breaches, customer-impacting issues, and compliance risks through the appropriate channels.

Reporting and continuous improvement

• Define and monitor key billing and service measures, such as billing accuracy, invoice timeliness, query resolution, complaints, adjustments, and aged work.
• Provide regular operational reporting, analysis, and recommendations to senior management.
• Use customer feedback, performance data, and case trends to identify service and process improvements.
• Lead initiatives to simplify billing journeys, improve self-service and automation, strengthen controls, and reduce avoidable billing contacts.
• Partner with Finance, Customer Service, Sales, Product, Technology, and other relevant teams to resolve cross-functional issues and improve billing outcomes.

Experience and qualifications

• Demonstrated experience managing billing operations, preferably in a subscription business.
• Experience leading managers or supervisors and overseeing multi-person operational teams.
• Strong working knowledge of recurring billing, account adjustments, payment processes, billing controls, and customer query resolution.
• Experience using billing, customer relationship management, and reporting systems.
• Proven ability to manage operational performance, investigate complex billing issues, and deliver process improvements.
• Degree or equivalent experience in business, finance, operations, or a related field preferred.

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.