Billing and Account Officer Grade: NO-B

OBJECTIVES OF THE PROGRAMME : The ITT department is based in the General Management Cluster (GMG) of the World Health Organization (WHO). Its main objective is to provide high-quality and cost-effective Information and Communications Technology (ICT) services which assist WHO in achieving its mission of health for all.

Description of duties: Under the direct supervision of the Project Management Officer, the incumbent will lead a team of billing and service management assistants, and will be responsible for running the billing of ICT charges and payments of ITT service providers in a consistent, efficient, and timely manner. S/He is expected to interact frequently and effectively with service providers, cost centres (Health Technical Units, Regions, Countries, etc.) and communicate updates on cost charges, collection, and payment of services. The incumbent is expected to effectively manage team operations by being innovative, establishing new or constantly improving existing processes, developing cost tracking systems and implementing its usage across the team, actively tracking and monitoring team's efficiency and outputs, working with ITT Service Owners and/or suppliers to address expectations and anticipate needs, and providing the Project Management Officer with regular and timely updates on trends, issues, and potential concerns. The incumbent will also be expected to implement agreed cost models for ICT services, perform analysis on the department's financial operations, draw conclusions from them, perform forecasts and recommend further actions. Lead a team of Billing and Service Management Assistants to ensure team alignment and efficient delivery of expected outcomes in the areas of billing, procurement, cost recovery, and payments. Accountable for the accuracy, completeness, and promptness of outputs produced by the team. Anticipate workload and perform workload distribution as new ICT services are put in place. Work closely with Project Support Officer, Service Management Officer, and ITT Service Owners to ensure that billing requirements are identified and payment expectations are understood for new and existing projects, services, and suppliers. Perform relationship management with cost centres (e.g. health technical units, regions, countries, sites, etc), suppliers, and ITT Service Managers. Ascertain their requirements and propose actions to address them. Work closely with WHO teams (e.g. Accounts Payable, Finance, Procurement and Logistics, etc.) and ensure that ITT transactions are processed accordingly. Follow up with suppliers to resolve problems in SLAs or invoices. Perform initial estimates, on-going forecasts, and regular cost updates for all ICT services that are charged back to cost centres. Monitor the costs of baseline ICT services. Prepare and submit regular reports to supervisor that will include, but not limited to, actual performance, trends, conclusions, and suggested actions. Responsible for implementing new or improving existing processes to avoid unnecessary delays, errors, and customer complaints. Review chargeback strategies and ensure that the team implements them accordingly. Responsible for keeping any repository, web portals, or document management systems (shared drives, SharePoint, GSM records management) structured and up-to-date with background information, actual transaction sent, supporting documents, agreements and contracts. Responsible for ensuring that invoices are validated, collection of charges is prompt, invoices are paid within the agreed payment cycles as stated in contracts, and cost centres are informed of their actual financial standing. Establish and actively manage monitoring and tracking systems of suppliers, procurement, invoices, collection, and payment. Ensure that financial commitments are effected within the appropriate biennium. Establish, actively manage, and communicate a calendar of financial activities and commitments to ensure cost centre awareness and manage expectations of service managers. Ensure adherence of the whole team to internal ITO processes for handling customer or supplier tickets or service requests. Ensure all assigned tickets (and emails) are responded to and resolved within the agreed Service Level Agreements. Participate in financial closure and audit related exercise. Prepare the necessary data and documentation needed and perform all required activities to facilitate closing of the financial books and completion of other assessments. When required, perform Billing and Service Management Assistant functions in the areas of procurement request and tracking, invoice validation and payments, billing and cost recovery. Perform other duties as assigned by supervisor.

REQUIRED QUALIFICATIONS

Education: Essential First-level university degree in Accounting, Finance, Business Management or related discipline. Desirable: Knowledge of IPSAS is an advantage. Training in ITIL service management framework.

Skills: Ability to: - lead and motivate staff in an environment where there is constant pressure to deliver quickly and accurately. - familiarize self and follow a defined set of processes for the effective handling of day-to-day transactions including WHO procurement and financial policies and guidelines. Promote and implement them accordingly to avoid loss, fraud, and further audit enquiry. - identify issues and risks and escalate these to supervisor in a timely and effective manner Careful attention to detail and to check own work for accuracy, coupled with the ability to continuously monitor and track progress of procurement, invoices, collection, and payments - deliver within the agreed timelines with utmost quality. - write clear and concise documentation (e.g. memos) that will be sent for approvals. - effectively collaborate with teams in an international, multi-cultural, multi-disciplinary environment; separated by geographical locations and working under different time-zones. The incumbent must also be proactive, flexible, resourceful and able to work independently with limited supervision. He/she should have good interpersonal skills with the ability to think and act quickly, sometimes under pressure and yet remain effective. The incumbent should have excellent communication (both oral and written), analytical, and problem solving skills. He/she should have demonstrated ability to manage day-to-day operations and handle customer enquiries. Finally he/she must be proficient in MS Office Suite (Word, Excel, PowerPoint, Visio, etc). MS Outlook, MS SharePoint, and Datacol.

Experience: Essential Experience in supervising a team of individuals. At least 2 years experience in book keeping, journalizations, account/bank reconciliation or transactional billing (cost recovery) across multiple currencies. Experience in customer relationship. Desirable Experience in performing audit-related activities. Experience in using ERP systems; for example, Oracle eBusiness suite. Experience in financial support and operational experience with the WHO or any UN agency. Knowledge of WHO's (or other UN agencies) financial and procurement systems, policies, guidelines, and procedures would be an advantage.

Languages: Essential: Expert knowledge of English both written and spoken and knowldge of local language. Desirable: Knowledge of French an advantage.

Additional Information: This vacancy is only open to Malaysian nationals. Only candidates under serious consideration will be contacted.

Annual salary: (Net of tax) MYR100,600 net of tax at single rate

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.