Billing Manager

In brief

**Overview** Fidelity Services Group is seeking a Billing Manager to lead the billing function for its subscriber-based business. This role is crucial for ensuring accurate and timely billing, efficient resolution of customer queries, and consistent adherence to company policies, contractual terms, and applicable requirements. The Billing Manager will oversee Billing Supervisors and their teams, driving service and operational performance, and collaborating cross-functionally to enhance the overall subscriber billing experience. **What you will do** * **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. **Requirements (from the original advert)** * 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. **Who should apply** This role is ideal for an experienced billing professional with a strong background in managing billing operations, particularly within a subscriber-based business. The suitable candidate will possess proven leadership skills, having led managers or supervisors and overseen multi-person operational teams. They should have a deep understanding of recurring billing processes, account adjustments, payment procedures, and billing controls, coupled with expertise in customer query resolution. Practical experience with billing, CRM, and reporting systems is required, along with a demonstrated ability to manage operational performance, investigate complex billing issues, and drive process improvements. A degree or equivalent experience in business, finance, or operations is preferred. **Deadline** 11th December, 2026 **Reference** Original posting: https://www.myjobmag.co.za/job/billing-manager-fidelity-services-group Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 2 years of experience.

• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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