Head - Billing & Collections (15-22 yrs)

Head Billing & Collections

- We are seeking a dynamic and experienced leader to join our team as the Head of Billing & Collections.

- This is a senior leadership role reporting directly to the CEO, with responsibility for overseeing the post-sales subscription renewals, collections, and customer retention strategies for both prepaid and postpaid customers across Retail, SME, and Corporate segments.

- The role also involves CXO-level responsibilities, including cost management, AOP preparation, organizational design, and strategic planning to drive business growth and operational excellence.

Key Responsibilities:

Billing & Collections Operations:

- Lead the prepaid customer subscription renewal process with a focus on maximizing retention rates.

- Oversee collections for postpaid customers across Retail, SME, and Corporate segments.

- Design and implement strategies to reduce churn, improve collections efficiency, and minimize bad debt.

- Ensure timely and accurate billing processes to enhance customer satisfaction.

Customer Experience & Issue Resolution:

- Collaborate with technical teams to proactively address customer issues and ensure high service levels.

- Implement processes to identify and resolve billing and service-related concerns promptly.

- Drive initiatives to improve customer experience and satisfaction.

Strategic Leadership & CXO Responsibilities:

- Cost Management: Oversee the cost structure of the billing and collections function, ensuring optimal resource allocation and cost efficiency.

- Identify cost-saving opportunities while maintaining service quality.

- Annual Operating Plan (AOP): Develop and present the AOP for the billing and collections function, aligning it with the overall business strategy.

- Monitor performance against the AOP and take corrective actions as needed.

- Organization Structure: Design and implement an effective organizational structure for the billing and collections team.

- Ensure the right talent is in place to achieve business objectives.

Business Strategy:

- Work closely with the CEO and other CXOs to define and execute the companys strategic goals.

- Provide insights and recommendations to drive revenue growth and operational efficiency.

Team Leadership & Development:

- Lead and mentor a high-performing team of billing and collections professionals.

- Foster a culture of accountability, innovation, and continuous improvement.

- Provide training and development opportunities to enhance team capabilities.

Stakeholder Coordination:

- Collaborate with cross-functional teams, including Sales, Marketing, Finance, and Technical teams, to ensure seamless operations.

- Act as the primary point of contact for billing and collections-related matters with internal and external stakeholders.

Qualifications:

- Bachelors degree in Business, Finance, or a related field. MBA or equivalent advanced degree is preferred.

- Minimum of 15-20 years of experience in billing, collections, and customer retention, with at least 7 years in a leadership role.

- Proven track record of managing large-scale billing and collections operations in the telecom or broadband industry.

- Strong understanding of prepaid and postpaid customer lifecycle management.

- Experience in cost management, AOP preparation, and organizational design at a CXO level.

- Excellent analytical, problem-solving, and decision-making skills.

- Exceptional communication and interpersonal skills, with the ability to influence and collaborate at all levels.

- Proficiency in billing systems, CRM tools, and data analytics platforms.

Key Competencies:

- Strategic Thinking & Business Acumen

- Customer-Centric Approach

- Leadership & Team Management

- Operational Excellence

- Stakeholder Management

- Data-Driven Decision Making

- Financial Acumen & Cost Optimization