The Financial Service Manager (FSM) is the expert for the Billing Operations and provides the financial consulting and financial services liaison between the Customer and other client organizations to govern the

overall financial relationship related communications for their customers for all non-technical enquiries raised

with Client. 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.

The FSM is Responsible for monitoring/supporting the resolution of all non-technical Service Requests and own the communication with the Customer on progress and conclusion. Monitor and progress debt related issues, providing credit notes where required.

Main departmental relationships: Service Manager

Client/vendor relationships: Internal and External Stakeholders

Major Responsibilities

Functional Performance:

• Be aware of account activities. Demonstrate good understanding of Customer's business and their

service expectations and billing strategy.

• Support enrollment of Customer-on-customer portal and care.
• Ensure relevant Customer files and database records are regularly validated and maintained with correct information by the appropriate teams.
• Provide input to quick reference cards and Global Service Plans with regards to any billing related

information and processes.

• Critical member of the Account team – led by the Service Manager (SM), the FSMI will be expected to support the activities of the SM with respect of the billing activities of their accounts.
• Be involved in the development, implementation and maintenance of billing flows or hierarchies

ensuring the Customer is installed and/or integrated to the appropriate Client Business billing platforms.

• First Invoice review for new services enabled for Customers.
• Serve as account team Subject Matter Expert (SME) on complex Customer contracts billing for assigned customer base proactive review (where contracted) to initiate and manage credit requests and postings for Customers.
• Assist in the development of policies and practices to improve department efficiency.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. Participate in business meetings and general inputs in day-to-day improvements.

Education Requirements:

Min/Preferred Education Level Additional Details

Minimum Bachelor's degree or equivalent in related field

Professional Certifications:

Min/Preferred Certification Details Additional Details

Additional Skills Required

Skill Description Proficiency Level

Languages English (Verbal and Written), Non-English as per Demand 90%/C1

MS Suite Power Point, Excel, Outlook, Word, Teams Intermediate

Candidate Background: Skills, Knowledge, and Abilities:

Min/Preferred Skills, Knowledge, Abilities and Experience

Minimum Customer facing experience

Minimum Microsoft Office, Ticketing system, billing system

Minimum Excellent written & verbal communication and interpersonal skills

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

Minimum Team Working Skills

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

Minimum Knowledge of network OPS

Minimum Experience in Relationship Management

Minimum At least 2 years relevant experience in a similar role

Preferred Telecommunications knowledge/experience

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.