Head Billing and Collections
Qatar District Cooling Company
Total years of experience :23 years, 10 Months
• Established and now manage Billing, Collections, Customer Support and Metering teams
• Manage day-to-day activities of business divisions and ensure that these activities contribute to the overall success of the organization
• Key stake holder for acquiring ERP, CRM, and BSS for Qatar Cool
• Manage the design, development, implementation and support of the Information Management systems
• Establish relationships with banks and vendors to establish online payment systems locally and on external party portals
• Manage vendor relationships
• Support the business development team in creating customized processes to cater for sales processes and enable business growth
• Implement efficient operational processes to increase internal and external customer satisfaction
• Put in place Collections strategies and processes to increase collections and reduce bad debt resulting in increased collections from QR 10M to over 25M per month in the first year
• Provide relevant training and mentoring to staff in line with professional customer service and call centers around the world
• Develop operational routines to support all billing and customer care activities
• Focus on staff performance management.
• Introduce and maintain daily, weekly and monthly management reports via dashboards
• Initiate and manage projects throughout the systems development lifecycle to ensure projects were delivered on schedule and delivered required outcomes..
• Provide support to the Finance and Audit teams
• Prepare and manage yearly budget for department
• Contract management for all cooling service agreements
• Explore new technologies and trends in the market
• Provide expertise in project scoping, planning, and solutions to over 100 business projects a year
• Ensure the timely generation of over 8 million customer statements per annum including new charges exceeding $650 million
• Provide support to customer care, billing, payments and collections related queries from the call center
• Manage B2B operations, billing and collections
• Perform business analysis, development and project management for major billing, product and pricing initiatives, and process improvement projects
• Perform business analysis, development and project management for mergers and B2B projects
• Provide level 3 software support for Kenan/BP billing system including billing, payments, usage, collections and financials modules
• Responsible for e-payment channels and IVR
• Process direct debit payments totaling over $400 million per annum.
• Develop operational routines to support all Billing and Customer Care Applications
• Conduct Staff development and training as well as Perform Bi-annually staff reviews and performance management.
• Generate daily, weekly and monthly management reports
• Manage and monitor projects throughout the Systems Development Lifecycle to ensure projects were delivered on schedule and delivered required outcomes.
• Responsible for managing print vendor relationship, suppliers and software vendor’s liaison and issues management.
• Created operational routines to support Marketing requirements
• Initiate and identify opportunities to implement projects that streamline AUSTAR’s billing operations through business process automation.
• Manage the ongoing process of automating AUSTAR's billing system.
• Overseeing the conversion from existing billing operations databases to an Oracle database for integration with Arbor/BP Kenan
• Develop product suits available for business to rollout when required
• Developed and maintain systems used for marketing collateral and messaging as part of monthly statements and Letters
• Ensure the smooth running of the business systems and the team
• Project manage implementation of CRM solutions to financial institutions
• Contributed to the development of Intarsia software, (E-CRM Oracle/DB/AS400 database for financial organizations)
• Maintained, upgraded, and customized client databases
• Assisted with data sizing and system configuration. Evaluated level of data security. Determined most effective system set up
• Data Mapping, data mining, data modeling, and data warehousing
• Deploy SQL, Java, COBOL and other tools to perform data conversion and produce formatted data files
• Developed and maintain client tracking database, inventory database, time tracking database, and data library database
• Maintained company’s local area network; add, remove, and update software on local workstations; QA software on client’s servers; troubleshoot and fix client server problems; assist clients in the installation of software on their workstations;
• In charge of coordinating and conducting all Intarsia upgrades and new installs
• Build client servers and installed operating systems, Oracle, Java, Hummingbird and Intarsia
• In charge of the data library. Responsible for collecting, reading, storing, and security of all incoming data
• Create and update software documentation and procedures
• Lead the development and maintenance of three major internal databases and a web-based intranet
• Worked closely with clients, data analysts, project managers in project planning, design, analysis, and problem solving
• Planned, scheduled, and executed all major software/hardware installations and upgrades
• Involved with System Development Life Cycles for builds and beta versions of Intarsia
• Understand the business requirements, determine size and scope of projects, and evaluate business problems/opportunities along with appropriate technical solutions
• Performed internal business analysis and design, process data flow charts, and ERD’s