Fulfilment Manager

At Singtel we believe in the strength of a vibrant diverse and inclusive workforce where backgrounds perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair performance-based work culture that is diverse inclusive and collaborative.

Join us and experience what its like to be with an Employer of Choice*. Together lets create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

Be a Part of Something BIG!

We are seeking a detail-oriented and proactive Operations Manager to join our dynamic team. This role will oversee the entire lifecycle of order fulfillment and billing account entry to ensure a smooth operational process for sales order validation order entry order orchestration order activation billing and coordinating resolutions between the customer service team.

About the Division

International Digital Services (IDS) is a strategic and pivotal unit contributing to the Groups transformation vision by providing leadership in new and breakthrough strategies and development of new and emerging business and operating models. As a business unit it is focused on adjacent to Telco opportunities continuously innovating to harness scale and synergies across the Group to deliver quality solutions to telcos and enterprises regionally and internationally. Beyond business IDS champions an agile and streamlined operating model while serves as a launchpad for talent development.

Telco Cloud & ICT Solutions

The Telco Cloud & ICT Solutions vertical is a key contributor to the IDS business and aims market breakthrough for SME Digitalization with a robust Cloud platform intelligent solutions marketplace and serving a vibrant SME community for the region. Reporting to the Director of Cloud & ICT Business Operations the successful candidate is a highly driven professional with exceptional attention to detail and strong communication skills. This individual will play a pivotal role in supporting the Pre-Sale Product and Customer Service teams by demonstrating agility problem-solving acumen and a proactive approach to ensuring efficient and seamless order fulfilment processes.

Sales Order Management and coordination

• Oversee the entire lifecycle of sales orders from initial receipt and entryacross multiple channels (online direct and channel sales)through to delivery and invoicing ensuring accuracy and completeness of all order details such as customer information product/service specifications pricing contract terms and delivery instructions.
• Coordinate cross-functional collaboration among sales backroom operations ISV partners and finance teams to ensure a seamless and efficient order fulfillment process minimizing errors delays and miscommunication between parties.
• Perform manual order entry process to the relevant systems for billing and product/service revenue attribution. Maintain an up-to-date database of customers and payment methods for monthly billing.
• Address customer inquiries resolve billing issues and handle exceptions such as cancellations or usage bills by coordinating resolutions between the customer service team ISV partners and other stakeholders

Operations process design and implementation

• Establish with Sales Product Dev ISV partners and IT teams order provisioning workflows for new product and services launch.
• Develop and implement standard operating procedures (SOPs) that encompass all critical stagessuch as product setup configuration order capture fulfilment and post-launch support including exceptional handling scenariosto ensure a seamless customer experience
• Identify potential risks and operational bottlenecks early in the launch planning phase implementing mitigation strategies and ensuring process scalability.
• Participate in operational testing and dry runs to validate end-to-end order provisioning and billing prior to go-live.

Vendor/Partner Onboarding

• Coordinate with internal teams such as Admin Procurement and Finance to onboard new partners onto internal systems (VQS and Acubuy).
• Oversee the end-to-end vendor onboarding process ensuring all necessary documentation compliance checks and contractual agreements are completed
• Maintain an up-to-date vendor database tracking key documentation and verifying that all vendor data complies with organizational standards and regulatory requirements.

Payment Processing

• Initiate and manage payment requests for both Purchase Orders (POs) and Sales Orders (SOs) post-verification and certification by relevant stakeholders.
• Manage payment processing by ensuring timely and accurate invoice verification approvals and disbursement in accordance with agreed terms.
• Resolve discrepancies or issues in vendor billing and payment acting as a liaison between vendors and the internal finance team to ensure swift resolution.

Reporting and Financial Settlements:

• Prepare and deliver detailed monthly reports on order processing financial transactions and vendor settlements.
• Support internal audits and financial reviews with accurate and timely data.

Process optimization & digital transformation initiatives

• Identify evaluate and streamline existing business processes to enhance efficiency reduce operational bottlenecks and support scalable growth within the order fulfilment function.
• Drive the implementation of digital tools automation solutions and data-driven methodologies to improve service delivery increase accuracy and minimize manual intervention.
• Partner with cross-functional teamsincluding Sales IT Product and Customer Serviceto assess emerging technologies and integrate best practices that modernize workflows and support continuous improvement.
• Ensure proper documentation of workflow escalation matrix and service level assurances.

Skills for Success

• Degree in Business or Engineering
• At least 3 years of experience in sales support operations or a related role.
• Strong organizational and multitasking abilities with exceptional attention to detail.
• Strong understanding of order-to-cash processes vendor management and financial operations.
• Proficiency in ERP and sales order management systems (e.g. VQS Acubuy SAP Oracle).
• Proficiency in documentation and modeling tools (e.g. Visio Lucidchart Miro Confluence)
• Familiarity with Microsoft Power Platform Jira SharePoint or RPA tools
• Analytical mindset with a focus on continuous process improvement.
• Ability to work collaboratively across teams and manage multiple projects effectively. - 13 years of working experience (experience in marketing product partnerships or analytics is a plus)
  
  

Rewards that Go Beyond

• Flexible work arrangements
• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Are you ready to say hello to BIG Possibilities

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!