We are currently hiring for Lead Billing eCare role based in Navi Mumbai, within the Revenue & Commercial Operations function.
Educational Qualifications
MBA
Years of Experience (minimum & maximum)
08-10 Years
Purpose of the Role
The role leads the Billing eCare function, ensuring accuracy, timeliness, and customer-centricity in handling service requests, exception monitoring, and escalations. The Head Billing eCare is responsible for building robust governance frameworks, driving automation, and enhancing process efficiency to reduce customer queries. The position ensures end-to-end closure of escalations, including chairman and senior management interventions, while safeguarding compliance with QoS and regulatory requirements. The role also focuses on strengthening customer experience, operational productivity, and audit readiness.
Key Responsibilities
- Ensure accurate and timely resolution of service requests (SRs) and OC tickets within agreed TATs.
- Implement proactive exception monitoring across all eCare desks to strengthen controls.
- Drive automation initiatives to reduce manual intervention and enhance process efficiency.
- Develop and implement strategies to minimize repeat queries and reduce overall SR volumes.
- Lead end-to-end closure of customer escalations, including chairman and senior management escalations.
- Oversee governance and compliance of billing operations in line with business and regulatory requirements.
- Manage QoS/B&M regulatory audits, ensuring no major observations or non-compliances.
- Collaborate with cross-functional teams (Technology, Customer Care, Finance, and Compliance) to strengthen service delivery.
- Monitor KPIs and performance dashboards for effective tracking and decision-making.
- Build and mentor high-performing teams to achieve operational excellence.
- Ensure documentation, SOP standardization, and process adherence across eCare desks.
- Act as a key advisor to leadership on eCare operations, escalations, and process improvements.
Key Deliverables
- Timely and accurate resolution of SRs and escalations.
- Strengthened exception monitoring framework with effective controls.
- Improved customer experience through reduction in repeat queries.
- Successful closure of chairman and senior management escalations.
- Zero or minimal observations in QoS/B&M regulatory audits.
- Automation-led efficiency gains in billing operations.
- High stakeholder and customer satisfaction levels.
