Process Manager - Customer Care

Gurugram, Haryana

Job Summary

The Financial Service Manager (FSM) is the de facto expert for the Billing Operations and provides the financial consulting and financial services liaison between the Customer and other Verizon organizations to govern the overall financial relationship related communications for their Customers for all non-technical enquiries raised within Verizon. The FSM is responsible for the day-to-day management of billing related activities and may perform as a Primary or Secondary contact for assigned Customers.

Key Responsibilities

The High FSM is the de facto expert for the Billing Operations and related communications for global integrated deals characterized by high revenue (~$15m per annum or more) and complex delivery. The role provides broader Financial Management governance for larger scale accounts to include direct interaction with higher level client personnel. The role requires continuous engagement with a larger number of internal stakeholders across multiple functions and regions with increased exposure to the Executive level. The High FSM responsibilities include the Medium FSM responsibilities in 7.2.1 as well as the following:

Provision of budget forecasting plans to Customers by including forecast vs. actuals trends and tracking against plan

Contribution to Revenue Analysis activities especially in terms of revenue actuals and pipeline for account P&L review purposes (Internal exercise normally required on PMO accounts)

Set-up, maintenance and optimization of often complex billing hierarchy for Customers which implies thorough understanding of Customers’ IT procurement / Accounts Payable policies

Active participation in regular Customer facing meetings, typically Commercial Governance Reviews

Organization and active facilitation of billing workshops including account set-up meetings

Active engagement in the external Customer discussion on supportable financial reporting and associated formats

Management and tracking of Customer’s purchase orders by including in some cases the provision of input into the Customer’s requisition and purchase order process for procuring services from the Supply Chain Members

Participate in annual account review with Customers whereby current prices are discussed and any price changes due to efficiencies experienced are proposed and agreed

Review of Financial Management Processes with Customers by including the documentation of the billing protocol procedure with version control

Support of complex invoice formatting requiring detailed knowledge of delivered services and products, inventory and Customer procurement policy and subject to changes over the time

Operational supervision of auxiliary FSMs assigned to the account as part of the global financial management support model.

Skill Requirements

Education/Training

Business level in English language, literate and numerate

Fluency in additional languages: German

Bachelor/master Degree or equivalent

Experience

Customer facing experience

Previous experience (2-4 years) within a Sales/Customer Service/Relationship Management

Knowledge of Verizon Business product portfolio

Experience in Relationship Management

Microsoft Office, Verizon Business provisioning, ETMS, OVI, EMEA billing system

Other Requirements

Excellent written & verbal communication and interpersonal skills

Ability to interpret Customers’ problems, putting together action plan and drive/implement solutions

Team Working Skills

At least 2 years relevant experience in a similar role

Broad Telecommunications knowledge and understanding

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-