The Manager Regulatory Engagement & Support is responsible for the management of internal engagement between Billing and IT and Regulatory team, and when required directly interface with Government Regulatory body on taking a 360-degree technical matters related to regulation.
The incumbent must demonstrate ability to understand complex technology solutions and related challenges and be able to explain in simple terms to both internal and external forum made of technical and non-technical people.
The incumbent must demonstrate behavioral capability that ally calmness and structured in delivering Vodacom message while ensuring Vodacom remains compliant.
The incumbent must be technical sound enough to also work with system owners within Billing and Information Technology (BIT) and OPS, he oversees running and maintaining regulatory system components or modules used by Vodacom. In particular:
• Responsible of overseeing availability of regulatory related processes and services, ensuring that they perform at an agreed SLA & QOS.
• Responsible for developing and implementing regulatory compliance frameworks that ensure billing operations align with telecom industry regulations, standards, and legal obligations.
• Responsible of the entire Regulatory BIT related Assets Health state, in terms of components and modules spread across multiple servers.
• Responsible for engaging as a main single point of contact (SPOC) with Management for all regulation related matters.
• Responsible for engaging as main SPOC with peers in charge of other systems or applications handling and processing government regulation matters at an agreed SLA and QOS.
• Responsible for engaging as main SPOC with Systems /Application providers (IP Owners / Vendors) to materialize contractual deliverables and enforce the SLA in all regulatory related matters.
• This role involves overseeing regulatory audits, managing reporting obligations, and working with cross-functional teams to maintain compliance.
• Serves as the primary point of contact for regulatory matters within the billing function, ensuring risk mitigation and fostering transparency and accountability.
Reports to: HOD Billing Administration and Roaming
Department: Billing & IT
Key Responsibilities
Specifics
Regulatory Compliance Oversight:
• Design with support of Head of Division key performance indicators (KPIs) to serve as base for measurement of QOS delivered to internal and external customers (ARPTC, DGDA …).
• Design with support of Head of Division KPIs to serve as base for measurement of operational level agreement with peers’ systems owners and infrastructure specialist within BIT.
• Take full ownership of activities related to remediation of underperformances by peers – Collection of facts, Correlation of underperformance to poor support from peers, Escalations throughout the hierarchy.
• Engage with providers of systems/applications on a weekly basis in order to validate performance metrics against contractual KPIs. Take ownership of all contractual recommended actions in case of provider underperformance.
• Prepare Daily System Performance Report – with 360° KPIs
• Ensure that all billing practices, systems, and processes comply with telecom regulations, industry standards, and company policies.
Develop, enforce, and update compliance frameworks, billing policies, and guidelines to address regulatory requirements.
• Oversee regular assessments of billing operations to proactively identify and address compliance risks.
Policy Development and Control Implementation:
• Establish and implement internal controls to monitor and maintain compliance in billing processes.
• Work with Legal, Finance, and BIT teams to ensure systems and workflows meet regulatory standards.
• Document and update policies and procedures, creating a clear and accessible framework for regulatory adherence.
Regulatory Reporting and Documentation:
• Manage the preparation and submission of regulatory reports and documentation to ensure timely and accurate compliance with agency requirements.
• Maintain comprehensive records of regulatory activities, audits, and compliance measures.
• Ensure readiness for regulatory inspections by keeping documentation organized and up to date.
Cross-functional Collaboration and Stakeholder Communication:
• Collaborate with legal, compliance, and billing teams to interpret regulatory requirements and implement necessary adjustments.
• Provide regulatory guidance to product development, customer service, and marketing teams to ensure compliance for new services and promotions.
• Serve as a regulatory advisor to senior management, providing updates on compliance risks and regulatory changes that impact billing.
Monitoring Regulatory Changes:
• Stay informed on industry regulatory developments, changes in telecom laws, and emerging compliance requirements.
• Analyze the impact of regulatory changes on billing operations, communicating necessary adjustments to relevant teams.
• Develop action plans and coordinate with teams to ensure billing practices are updated in line with new regulations.
Process Improvement and Risk Management:
• Identify opportunities for process improvement in compliance monitoring, risk management, and regulatory reporting.
• Implement automated solutions and enhance controls to strengthen the organization’s regulatory compliance efforts.
• Lead risk assessment initiatives to proactively identify and mitigate potential regulatory issues within billing processes.
ITIL Based Service Management – Specific responsibilities include:
1.Incident Management Ownership – Prevention, Detection, Workaround, Remediation, Incident Report
-Report on the incident with inputs from initial analysis, symptoms
-Immediate classification of the incident as per the contractual SLA where applicable
- Engage application provider in compliance with the support contract.
- Engage peers within BIT for where applicable (Infrastructure, other SO).
- Measure impact on internal users / customers / Subscribers and proffer quick workaround to keep the service running until final remediation of the incident.
- Provide inputs to service desk for hourly updates towards stakeholders within the company.
- Keep ownership of escalations throughout the hierarchy, in compliance with the internal SLA and considering business context.
- Accountable for validating root cause analysis report and materializing Vodacom contractual benefits in case of underperformances by the provider.
- Accountable for documenting evidence of Incidents management and reporting.
2. Change / Configuration Management – Identified Business/System objective, Approvals, Implementation, Measurement against objective, reporting
- Immediate identification of the approved business objective as per the project scope or, business owner request and / or others
- Validate the project plan and the runbook in consideration of minimal business impacts and risks, no degradation
- Engage application provider in compliance with the support contract.
- Engage peers within BIT for where applicable (Infrastructure, other SO).
- Prepare relevant Approvals and inputs for communication to all stakeholders
- Accountable for validating Change/configuration related acceptance tests.
3. Monthly of Statement of Revenue and Direct Costs / QoS Testing Assurance
• Calls Quality Testing Supervision for:
• Billing Systems Changes
• New Product Launches
• New Tariffs Launches
Monthly Consolidation & Distribution of Billing Figures
• Billing Revenues
• Subscribers Statistics
• ARPTC Monthly KPIs
• Excellent with Planning, organizational and time management
• Ability to Influence Stakeholders
• Advanced IT Technical Skills – Hardware, Operating Systems, Databases, Industry Applications (CRM, Call Center, Billing, Prepaid Charging, ERP, Mediation, MIS,…)
• Excellent with mapping techniques Business requirements to processes to application functionalities
• Sound knowledge of the management and execution of supplier and internal Service Level Agreements
Must have technical / professional qualifications:
• Some of the following:
• Data Analysis, Reporting, Business Model Analysis
• Process Design and Workflow Optimization
• Advanced Computer Programming, Advanced MS desktop application (Excel, Word, PowerPoint…)
• Strong and Focused Business Oriented decision making
• Architecture design, development and implementation skills
▪ Strong interpersonal and communication skills
▪ Creative, innovative thinking
▪ Good team player