Friday , August 12 2022

Sharvind Maharajh

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Billing & Revenue Manager

United Arab Emirates

Sharvind Maharajh

ID: 7506305216086

22 Sandton Glen, 3 View Road

Buccleuch, Sandton, 2090

Phone (c) +27 632222095

E-mail: [email protected]

PROFILE:

•                  To secure a position of Senior Manager/Head of Billing/ Operations position within the telecommunications/financial industry

•                  I am an active team player with proven reporting and analytical skills and can be depended upon to generate results.

•                  I am an analytical thinker, who possesses superior technical proficiency, proactive initiative, and the ability to contribute as a solid & professional team member.

 

WORK EXPERIENCE:

Huge Telecom

Billing & Revenue Assurance

01/07/2018 to Date

OVERALL RESPONSIBILITY:

•                  The Management of the Billing processes from the MNO’s through to Clients in order to ensure that incoming charges from the MNO’s and amounts billed to clients are correct, and that all queries from Clients and to the MNO’s are satisfactorily resolved.

•                  The Management of the manual billing process in order to ensure that all such billings are correctly raised.

•                  Single point of contact and manage billing queries by taking proactive ownership of issues and drive resolution

•                  CDR flow control – managing the tracking, control and reconciliation of CDR’s received and billed, as well as managing and minimizing losses through Orphaned, late CDRs, Unrated calls and Write-Off Consoles.

•                  Management of the rates contained in Rate Sets through the periodic review and confirmation thereof, and the establishment and maintenance of Client Tariffs for all services.

•                  Perform validation activities at all steps of the billing cycle

•                  Actively analysing billing and rating errors/anomalies

•                  Managing of the Tariff and Call Detail Record analysis

•                  Management of the account reconciliation process in respect of all MNO and other supplier accounts

•                  Management of the Business Revenue Analysts in order to provide –

•                  Revenue and margin management – the preparation of  Revenue and Cost of Sales reports and the analysis thereof;

•                  Revenue Assurance – reconciliations, data integrity and use of correct rates and tariffs. Reconciliations performed to ensure that revenue and margin risks are analysed, identified and mitigated

•                  Leverage margin opportunities and proactively identify opportunities to improve customer margin

•                  Business Intelligence – providing relevant information to the business highlighting opportunities and risks in line with the Company’ strategic plans

•                  Supporting the business on current and new projects and process improvement initiatives, 

•                  Assist in Projects requirements, testing and enforcing of deadlines from stakeholders

•                  Assisting in set up of meetings with concerned departments to effectively get the projects delivered correctly

•                  Understanding applications, database and system design.

•                  Understanding of server interfaces.

 

 

Ignition – MVNX

Billing & Operations Manager

01/03/2016 to 30/06/2018

Purpose of the role:

Responsible for ensuring that Operational Level and Service Level Agreements are in place and are maintained and adhered to.

Managing the billing process, change requests, accounting management, reporting as well as maintaining and monitoring system uptime.

Day-to-Day Operational Activities of Billing & Charging Services

Perform Root cause analysis and troubleshooting in case of emergency or operational needs

 Operational Level & Service Level Agreements

•        Ensure Operational Level Agreements (OLA) are signed between company and all third parties

•        Ensure that these OLA’s are adhered to by all parties

•        Ensure OLA’s are updated when and where necessary

•        Ensure Service Level Agreements (SLA’s) are completed and signed by all

•        SLA’S are to be customised and updated per customer

•        Ensure all SLA items can be measured on a monthly basis

Billing Process

•        Ensure all processes required to ensure smooth Bill Run completion are in place

•        Manage all test bill run and main bill run processes

•        Communicate progress during each bill run

•        Ensure any exceptions are reported and rectified within one month of the exception being identified

•        Ensure Bill Run is completed within agreed times frames as stipulated within the SLA

Account Management

•        Manage relationship between company and 3rd party suppliers

•        Monthly meetings to be held with all parties (individually) Meetings to have an agenda and minutes to be distributed

•        Ensure all actions in the minutes are dealt with and feedback is provided

•        Ensure all tickets created are assigned to individuals with due dates

•        Manage ticketing environment to ensure all SLA’s are constantly met

Management of Systems

•        Monitor all IT systems to ensure agreed SLA’s are met

•        Manage change request process to ensure that changes are agreed to with manageable time frames based on the SLA

•        Ensure all changes are made after correct testing and relevant sign off has been received

Revenue Assurance

•        Implement measures to ensure rating on all products are 100% accurate

•        Ensure quality assurance checks are implemented and carried out on all new deals/rate plans loaded

•        Revenue assurance checks to be completed monthly ensuring the retail invoice and billing information are accurate

Human Resources

•        Manage all recruitment in the team ensuring that sufficient support staff are employed to support company and internal clients

•        Ensure KPI’s are in place with all direct reports and KPI’s are completed monthly/quarterly dependant on requirements

•        Undertake performance management and/or coaching where necessary

 

Reports

•        Ensure weekly update reports are supplied to necessary parties

•        Produce monthly customer reports detailing performance against the SLA  Produce monthly review report

 

Huge Telecom

Supervisor: Billing & Revenue Assurance

01/03/2013 to 16/02/2016

OVERALL RESPONSIBILITY:

•        The Management of the Billing processes from the MNO’s through to Clients in order to ensure that incoming charges from the MNO’s and amounts billed to clients are correct, and that all queries from Clients and to the MNO’s are satisfactorily resolved.

•        The Management of the manual billing process in order to ensure that all such billings are correctly raised.

•        CDR flow control – managing the tracking, control and reconciliation of CDR’s received and billed, as well as managing and minimizing losses through Orphaned, late CDRs, Unrated calls and Write-Off Consoles.

•        Management of the rates contained in Rate Sets through the periodic review and confirmation thereof, and the establishment and maintenance of Client Tariffs for all services.

•        Management of the account reconciliation process in respect of all MNO and other supplier accounts

•        Management of the Business Revenue Analysts in order to provide –

•        Revenue and margin management – the preparation of Revenue and Cost of Sales reports and the analysis thereof;

•        Revenue Assurance – reconciliations, data integrity and use of correct rates and tariffs

•        Business Intelligence – providing relevant information to the business highlighting opportunities and risks in line with the Company’ strategic plans

•        Assist in Projects requirements, testing and enforcing of deadlines from stakeholders

•        Assisting in set up of meetings with concerned departments to effectively get the projects delivered correctly

•        Understanding applications, database and system design.

•        Understanding of server interfaces.

 

 

 

Huge Telecom

Senior Billing Specialist

15/10/2012 to 28/02/2013

OVERALL RESPONSIBILITY:

Assists the Billing Manager in the effective management and control of the Company’s –

•        Billing processes and database of client rates & tariffs

•        Ensuring through the regular liaison with the Company’s various suppliers –

CDR’s are received timeously in accordance with agreed specifications

CDR’s are reconciled to supplier count

Difference and discrepancies between CDR’s received and invoiced are timeously queried and that such queries are satisfactorily resolved

•        Loading/Creating of new client tariffs and effect changes to existing tariffs in accordance with rates as approved by management

•        Investigating and resolving client billing queries

•        Managing Unrated, Unrateable, Late CDR, Write-off and Orphan call consoles within defined acceptable parameters.

•        Providing ongoing input to the development, documentation and implementation of improvements in the Company’s billing policies and processes

 

The Carphone Warehouse (London)

01/04/2009 to 13/12/2011

MIS Analyst

PURPOSE OF ROLE:

To produce all management information and analytical work required for the Customer Finance Department, enabling the senior management team to make sound financial and commercial business decisions. 

 

 

OVERALL RESPONSIBILITY:

•        Preparing key regular (daily, weekly, monthly) reports relating to the department’s performance and productivity and various other channels ie: stores, stock levels, sales and profitability.

•        Compiling reports and cost information to ensure customer focused channels are aware of their performance and any variance from agreed targets.

•        Contributing to the analytical commentary in the regular reports to address issues raised and to improve performance and sales.

•        Supporting the reporting needs of the various different channels and systems. Analysing the end results, highlighting risks and opportunities and providing a suitable conclusion to better support the business.

•        Working with various channels to support and drive profitability.

•        Building and maintaining relationships with various channels

•        Providing comprehensive documentation for processes and procedures.

•        Undertaking investigations into issues arising from unsatisfactory results or debt trends to establish root cause and quantify impact.

•        Contributing data and providing analytical support for the annual operating plan and the budgeting and forecasting processes for the business and the department

•        Lead ideas generation for the correction of unsatisfactory results and adverse trends.

•        Ensuring the integrity and consistency of data used to compile management information and analysis

 

The Carphone Warehouse (London)

23/06/2008 to 01/04/2009

Finance Analyst

PURPOSE OF ROLE:

To provide information & analysis to the business to drive profitability & growth.

OVERALL RESPONSIBILITY:

Reporting & Analysis of Customer Base Numbers, Gross Margin and Bad Debt, ARPU, VAS, etc.

TYPES OF ANALYSIS:

•        Month end reporting and analysis of revenue & gross margin drivers eg ARPU, customer base and averages, Decay reporting, Value Added Services Reporting, minutes per customer, call mix, peak/off-peak mix, tariff mix, rate & volume variance analysis

•        Product & channel profitability analysis Product penetration reporting eg SMS, MMS, GPRS, voicemail, international, roaming, bolt-on, itemised billing, online billing

•        Customer activity/inactivity Reporting

•        Bad Debt/Forced Churn reporting and analysis Revenue modelling for commercial negotiations

•        Commercial/financial support for business ideas & issues

KEY AREAS OF RESPONSIBILITY:

•        Support management accountants – month end analysis to gross margin

•        Support Commercial Settlements – performance analysis & decision support – daily, weekly & monthly reporting

•        – adhoc financial analysis

•        Business analysis – strategic reviews – planning

•        Budgeting to gross margin

•        Management of Forced Churn processes.

Responsible to produce monthly customer base figures. These figures are presented to key stakeholders in hardcopy format. Working closely with all areas of the business to ensure accuracy of the figures produced.

Reporting on the volume and values of forced churn for Networks. This includes the management of the end-to-end process. Setting up controls that ensure that monthly postings to the management accounts are valid and any errors are easily identified and addressed in a timely manner. Review all balance sheet accounts to ensure that all receivable balances are recoverable.

Along with the Financial Controller you will be responsible for organizing monthly review meetings with the TalkTalk Business and ensuring that all Balance Sheet items are in line with expectation. You will be responsible determining areas of risk where amounts may not be recoverable and providing guidance on provision values.  

Responsible for testing the monthly invoicing and withholding any amounts that are not in line with the agreed terms and conditions of the contract.

To raise any issues relating to any of the above areas with the Reporting Manager, and to provide recommendations.

The Carphone Warehouse (London)

25/06/2007 to 23/06/2008

Billing Operations and Signoff Executive

Objective:

To deliver accurate, complete and timely customer billing including:

Bill readiness

Ensuring the completeness of each billing cycle through pre-Billing rationalisation and control checks, including liaising with the Revenue Assurance and GIS teams

Quality Assurance and Sign Off

•        Ensuring the accuracy of customer billing

•        Working with the Billing Operations and GIS teams to ensure all Quality Assurance and Sign Off activity is completed within agreed SLAs

•        Ensuring robust pre and post billing Quality Assurance processes are in place, including formal Sign Off of all Customer Billing.

•        Provided Billing Sign Off results and evidence to the business as required, in a timely manner.

•        Ensured that all Sign Off process documents are up to date and always reflect the current policies and procedures.

•        Ensured that all key controls (whether financial or operational) are documented and effectiveness evidenced in line with all internal Group requirements and all regulatory requirements, including BABT.

•        Conducted investigation into identifying areas for improved efficiency, effectiveness and quality.

•        Tracked and managed any fault tickets arising from Quality Assurance checks.

 

Bill Production

Ensured the timeliness of each bill cycle by:

•        Proactive planning, scheduling and execution of the processes and controls, which involved close and regular liaison with other areas of the business

•        Working with third party suppliers to control stationery stock and monitored performance against agreed schedules and SLAs (Print houses and Mail providers).

•        Tracked end-to-end bill production and mailing to facilitate billing assurance and supplier invoice reconciliation.

 

Billing Analysis and reporting

•        Contributed to the financial management and control of the business by delivering accurate and timely billing and related statistics/reporting, working with the Revenue Assurance and Finance Teams

•        Complied with both internal and regulatory Billing Assurance requirements by ensuring all billing operations and sign off processes and controls are documented

•        Ensured all controls are measured and measurements are evidenced

 

Billing improvement and follow-up

•        Reduced the number of Billing Faults by proactively tracking and managing billing faults and assisting in root cause analysis

•        Updated and maintained the process maps and controls.

•        Reduced calls into the call centre by ensuring the bill format and content is clear and concise, working with the Change management team to incorporate any specific new product requirements

•        Improved efficiencies in the Billing Operations area by identifying areas for improvement and working with managers to implement process improvements

•        Ensured Rating and Billing complied in relation to BABT and working internally with the Compliance Team. This included Rachel and TEM implementation but additionally includes documenting processes.

•        Worked with Product Set up and UAT teams to implement on-going quality assurance checks for any delivered change.

 

User Acceptance testing

From time to time I was required work with the UAT Manager/UAT Analyst to:

•        Work with, and under the guidance of, the UAT Manager and UAT Analyst to

•        Executed test scenarios in line with agreed timescales

•        Reviewed results and provided feedback

KPI’s

•        Accuracy, timeliness and completeness Billing

•        Level of processes and controls that are documented and are current

•        Compliance with BABT

 

Abacus Billing (London)

10/2006 to 05/2007

Billing Operations Analyst

•        Managed bill runs from CDR import to invoice production using crystal.

•        Solved bill queries using basic SQL

•        Ensured the billing integrity is in sync and escalated issues to development

•        Queried the databases to produce adhoc reports using SQL

•        Manually downloaded CDR’s from clients ftp on a daily basis

•        Uploaded prices scheme as dictated by the client to accommodate changes to regions, areas and country prices

•        Tested support for CDR’s

•        Testing all bug fixes and tracking all defected ones

•        Assisted the Project team in gathering and analysing project information

•        Supported the timely rollout of new features, product enhancements, processes and services.

 

The Carphone Warehouse (London)

09/2003 to 10/2006

Billing Analyst

•        Create and maintain the master-billing schedule and ensure it is distributed in an efficient and timely manner.

•        Work as part of the Assurance team to ensure all aspects of billing takes place

•        Assist in organising all aspects of test billing

•        Assist in organising all aspects of live billing

•        Perform validation of rated customer account data on completion of each bill cycle

•        Report results of validation exercises to all necessary parties

•        Produce and update statistical analysis reports as required

•        Escalate urgent issues to the correct personnel within SLA’s agreed with the business   Investigating bugs on all billing databases on CBS Billing system.              Perform special tasks and projects as laid down by management

•        Maintain process documentation and update when necessary

•        Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked

•        Capturing of traffic information and the analysis of this information into its constituent elements.

•        The use of everyday desktop software. Examples: word processing, spreadsheets and graphics.

•        Excellent understanding of telecommunication in broad terms, particularly billing concepts.

•        Trending of issues on all bill cycles using Business Objects and updating trend log document.

•        Tracking progress and resolution of billing and marketing errors with the relevant   departments

•        Ensuring Marketing Bill Panel messages meet agreed guidelines

•        Analysing call data, bill cycles, pro-rata, marketing issues, and VAT allocation.

•        Ensuring that all relevant data is received by specific deadlines

•        Continuous improvement on validation levels and routines

•        Communication with all areas of business in relation to every aspect of billing

•        Managing production of CPLs, Online Billing and White Label Billing.

•        Frequently liaising with the Projects Team and CSA’s to help resolve issues raised from the Call Centres, working outside billing hours if need be.

•        First line of contact to off-shore (India) team and feedback given on issues arose.

 

The Carphone Warehouse (London)

07/2003 to 09/2003

Senior Customer Service Advisor – TalkTalk

•        Answered calls and handled customer queries via the C.B.S billing system

•        Carried out analysis of call drivers, and trained advisors on CPS (Carrier Pre-select)

•        Customer retention team member, retaining customers in 3 months.

Senior Advisor

•                    Taking all high-profile calls and resolving issues as quickly as possible

Acting Manager

•        Managing team of 14 members

•        Dealing with irate customers with excellent resolutions

•        Decreasing of not ready times by staff.

Talktalk Team Coach

•        Coaching of Managers and advisors at the Birchwood Call Centre into building a self-reliant team Challenges

•        Increase in productivity

•        Improving quality

•        Developing the representative’s autonomy

•        Improving employee morale

•        Promoting a work environment that fosters growth and development

•        Developing a partnership with employees

•        Targeting and establishing achievable objectives

•        Developing strategies that facilitate achieving these objectives

•        Analysing results and identifying the causes of any variances

•        Developing of action plans

•        Giving and receiving feedback on an ongoing basis

•        Making coaching a part of day-to-day operations, which is thinking, exploring, reacting in

 

 

SKILLS AND KNOWLEDGE:

•        Proficient in the use of Microsoft Word, Excel, Access, Business Objects, Basic SQL knowledge, Hyperion.

•        High attention to detail

•        Excellent communication skills (internal & external customers)

•        Proficient with PowerPoint

•        Problem solving skills and ability to think laterally

•        Ownership & drive

•        Stakeholder Engagement Skills

•        Planning & Organizing Skills

•        Ability to work under strict deadlines

•        Strategic Planning

•        Customer focus

•        Result-orientation

•        Logical thinking

•        Taking ownership

•        proactivity

•        Teamwork

•        Data Analysis

•        Mobile Knowledge

•        Revenue Analysis

•        Operations Management

•        Financial Analysis

•        Revenue Assurance

•        Financial Reporting

•        Finance Knowledge

•        Service-Level Agreements (SLA)

•        Business Process

•        Customer Satisfaction

•        Business Process Improvement

•        Systems Analysis

•        Team Leadership

•        Usage Analysis

•        Billing Process

•        Telecommunications Billing

•        Client Billing

•        Billing Solutions

•        Billing Mediation

•        Billing Management

•        Billing Systems

•        Tariffs

•        CDR rating

•        Usage

•        Billing

•        Location updating

•        Tariff Creation

•        Rate set creation

•        Prefix Update

 

 

PERSONAL ATTRIBUTES:  

•        Over 15 years’ experience in the Telecommunications Industry

•        High Level of attention to detail

•        Commitment to high service levels and to meeting time deadlines

•        Ability to work under pressure and “go the extra mile”

•        Strong ability to work within a team and manage time effectively

•        Effective written and verbal communication skills with the ability to communicate complex concepts and resolution of problems to others

•        Ability to work under pressure and “go the extra mile”

•        Adherence to Company quality control standards

•        Punctual and reliable

•        Well-groomed

 

INTERESTS AND HOBBIES:  

•        Fishing,

•        Cricket,

•        Volleyball,

•        Football,

•        Squash

 

 

 

 

 

HONOURS AND ASSOCIATIONS:                                         

 

•        N3 Matriculated 1992 Clairwood Secondary School                

•        Diploma in Business Management – UKCBC – 2006

•        Advanced Diploma in Business Management – UKCBC – 2007

•        Post Graduate in Management Studies – Williams College – 2008

 

 

 

References:

 

Carphone Warehouse

Ÿ Amitabh Bose: Revenue Assurance Team Leader: +447572449580 [email protected]

Huge Telecom

•        Johann Alberts : General Manager – Commercial Operations :

011-6036096 or 0823105000 [email protected]

•        Jonothan Kimber

011-6036000 [email protected]
Ignition Group – MVNX

•        Judy Chetty : Customer Experience Manager :

031- 5828300

[email protected]

•        Ashley Govender : Subscriber Accounting Manager

031 – 5828300

[email protected]

 

 

  • Updated 3 years ago

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