{"id":3630996,"url":"https://alion.io/job/fidelity-services-billing-manager","title":"Billing Manager","company":{"id":4495700,"name":"Fidelity Services Group","domain":"fidelity-services.com","url":"https://alion.io/company/fidelity-services","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":{"grade":"B","score":80,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Finance","role_family":"Finance","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-08T14:55:16Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Role purposeThe Billing Manager leads the billing function for a subscriber-based business, ensuring accurate and timely billing, effective resolution of customer queries, and consistent adherence to company policies, contractual terms, and applicable requirements. The role oversees Billing Supervisors and their teams, drives service and operational performance, and works cross-functionally to improve the subscriber billing experience.\nKey responsibilities.\nBilling operations\nOversee end-to-end billing operations, including account setup, recurring and usage-based charges, adjustments, credits, refunds, payment application, and billing corrections.\nEnsure bills are produced accurately and issued on schedule in line with subscriber plans, contracts, and agreed billing cycles.\nMonitor billing volumes, exceptions, aged items, and operational backlogs; ensure issues are prioritised and resolved promptly.\nEstablish and maintain effective controls to reduce billing errors, prevent inappropriate adjustments, and support accurate account records.\nOversee billing reconciliations and investigate discrepancies between billing systems, customer accounts, payments, and financial records.\nCoordinate billing activity for product, pricing, policy, system, and process changes.\nCustomer queries and issue resolution\nOversee the handling and resolution of customer billing enquiries, disputes, complaints, and escalations.\nEnsure customer-facing teams provide clear, accurate, and timely explanations of charges, payment activity, credits, and account adjustments.\nTake ownership of complex or high-impact billing cases and coordinate resolution with relevant teams.\nIdentify recurring customer issues and work with teams to address their root causes and reduce repeat contacts.\nSupport consistent, fair customer outcomes while applying billing policies and contractual terms.\nLeadership and performance management\nLead, coach, and develop Billing Supervisors, ensuring clear accountability for team performance, quality, and service delivery.\nSet objectives and operational standards for supervisors and their teams; review performance against agreed measures.\nEnsure teams have appropriate procedures, training, guidance, and resources to perform their responsibilities effectively.\nPromote consistent decision-making across teams, particularly for billing adjustments, disputes, exceptions, and escalations.\nPlan team capacity and workflow to meet billing deadlines, customer service expectations, and changing business needs.\nPolicy, controls, and compliance\nEnsure billing processes and customer interactions comply with company policies, contractual obligations, approval limits, and applicable regulatory requirements.\nMaintain clear procedures, records, and audit trails for billing decisions, adjustments, complaints, and exceptions.\nMonitor adherence to controls and address gaps through corrective actions, training, or process changes.\nSupport internal and external audits, information requests, and investigations relating to billing operations.\nEscalate material control failures, policy breaches, customer-impacting issues, and compliance risks through the appropriate channels.\nReporting and continuous improvement\nDefine and monitor key billing and service measures, such as billing accuracy, invoice timeliness, query resolution, complaints, adjustments, and aged work.\nProvide regular operational reporting, analysis, and recommendations to senior management.\nUse customer feedback, performance data, and case trends to identify service and process improvements.\nLead initiatives to simplify billing journeys, improve self-service and automation, strengthen controls, and reduce avoidable billing contacts.\nPartner with Finance, Customer Service, Sales, Product, Technology, and other relevant teams to resolve cross-functional issues and improve billing outcomes.\nExperience and qualifications\nDemonstrated experience managing billing operations, preferably in a subscription business.\nExperience leading managers or supervisors and overseeing multi-person operational teams.\nStrong working knowledge of recurring billing, account adjustments, payment processes, billing controls, and customer query resolution.\nExperience using billing, customer relationship management, and reporting systems.\nProven ability to manage operational performance, investigate complex billing issues, and deliver process improvements.\nDegree or equivalent experience in business, finance, operations, or a related field preferred.\nWe reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.\nFidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.\n\nShould you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.","description_format":"text","description_chars":5293,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-02T20:25:57Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.484,"p_room":0.75,"age_days":13,"expected_fill_days":14,"reasons":["conf:3","stale_co","win:late"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/fidelity-services-billing-manager","json_url":"https://alion.io/job/fidelity-services-billing-manager.json","meta":{"generated_at":"2026-11-08T15:00:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31759,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4495700},"rest":"https://alion.io/mcp/rest/get_company?id=4495700"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffidelity-services-billing-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffidelity-services-billing-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffidelity-services-billing-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fidelity-services-billing-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffidelity-services-billing-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3630996}},{"tool":"search_jobs","arguments":{"company":"fidelity-services.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3630996},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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