Commercial Operations Analyst

Singtel Group; Kuala Lumpur; On-site; MYR 100,000 - 130,000; Full time

Job summary

A leading telecommunications company is looking for a Commercial Operations Analyst located in Kuala Lumpur to oversee billing adjustments and support the resolution of billing disputes. The successful candidate will manage high-value transactions, conduct trend analysis to improve processes, and ensure compliance with auditing guidelines. This role requires a degree in Business and a minimum of 5 years of experience in a telecommunications environment, with a strong emphasis on analytical skills and the ability to work collaboratively across teams.

Qualifications

• Minimum 5 years experience in telecommunications with Finance or Risk Analytics exposure.
• Strong understanding of billing systems and telecommunications products/services.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Oversee the general adjustments process within Billing.
• Support resolution of billing disputes across the division.
• Conduct trend analysis to identify recurring issues.

Skills

Billing systems knowledge

Analytical skills

Problem-solving skills

Advanced Microsoft Excel proficiency

Communication skills

Time management

Education

Degree in Business or related discipline

Tools

Reporting tools

Job description

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