Commercial Operations Analyst

Job description

Be a part of something BIG! Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre. The Commercial Operations Analyst is responsible for overseeing the general adjustments process within Billing, while supporting the resolution of billing disputes across the division. This role is critical in maintaining high-value customer relationships, where accuracy and timeliness of adjustments directly impact customer satisfaction and business profitability. The analyst manages adjustments across billing systems (up to $10 million), ensures compliance with audit guidelines, and works closely with stakeholders across multiple levels, including senior leadership and external auditors. Proactive analysis of trends and root causes is essential to drive process improvements and minimize future billing issues. This position will be required to work according to the operational hours of the overseas operations they support. Make an Impact Manage end-to-end general adjustments for customers, including high-value transactions Validate and investigate adjustment requests, ensuring accuracy and completeness Maintain all relevant supporting documentation for adjustments Prepare supporting documentation aligned to adjustment value thresholds, including credit summaries, credit memos, and executive-level approvals Apply adjustments across all billing systems with appropriate approvals Manage escalations to ensure transparency and timely resolution Maintain accurate adjustment reporting, including tracking revenue impact Ensure audit readiness through proper documentation and compliance Conduct trend analysis and root cause investigations to identify recurring issues Drive process and system improvements to enhance billing accuracy Compile monthly analysis reports to support continuous performance improvement Collaborate with cross-functional teams including Finance, Sales, Legal, Networks, and Delivery Skills for Success Degree in Business or a related discipline Minimum 5 years of experience in a telecommunications environment with Finance or Risk Analytics exposure Strong understanding of billing systems, processes, and telecommunications products/services Strong analytical and problem-solving skills with high attention to detail Advanced proficiency in Microsoft Excel and reporting tools Excellent communication and presentation skills, with the ability to engage stakeholders at all levels Strong time management skills with the ability to manage multiple priorities and meet deadlines Good to Have Experience in a commercial finance role within telecommunications Knowledge of risk management frameworks and audit processes Familiarity with external platforms or interfaces related to billing and risk management