Bill Dispute Lead

Globe Telecom · 24F The Globe Tower

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Critical role in ensuring proper execution of Bill Adjustment and Bill Explanation requests from B2B customers. Ensuring that requests are completed within the agreed turnaround time.

DUTIES AND RESPONSIBILITIES:

Owns and champions experience for Bill Dispute intents,
Drive resolution of escalations working with the Escal Ops teams and Resolver Groups
Reports performance of the segment and facilitates improvement areas coming from sales VOC and escalations
Act on issues affecting operations either directly or by escalating this to appropriate group that will provide the RCA and resolution
Address process gaps through regular cadences with enabling group for faster resolution of pending issues, drive collaboration.
Track , measure, report and evaluate vendor performance
Identify improvement areas and implement enhance efficiencies associated with vendor management and productivity
Help facilitate teams to critically review current processes for effectiveness, quality and simplification

REQUIREMENTS:

At least 7-10 years experience in Vendor Management, Aftersales Operations and related functions
IT/Telco, Banking or BPO industry experience
Knowledge on Six Sigma is an advantage
No license requirement
No required membership in a professional organization
Bachelor’s Degree in Business Administration, Management, or related field

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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