The Role
Leads consumer retention and billing assurance functions, managing Team Leaders, reducing customer churn, protecting recurring revenue, and improving billing accuracy. Oversees operational performance, escalated cases, quality audits, compliance, reporting, and cross-functional initiatives. Partners with Finance, Product, Provisioning, Automation, and Development teams to resolve systemic issues and provide strategic recommendations on process, policy, and system enhancements.
Summary Generated by Built In
Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.
Our Products and Services:
•Fibre-to-the-Home (FTTH)
•Fibre-to-the-Business (FTTB)
•Enterprise connectivity
•Mobile connectivity and data management
•Cloud infrastructure and more!
At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.
Our values:
•We Build Trust and Ownership
•We Honour & Respect People
•We Cultivate Passion & Creativity
•We Innovate Feverishly
•We Go the Extra Mile
•We Believe in Humility
•We Communicate Openly & Honestly
•We Make it Fun
•We Teach, Grow & Learn
•We Do More, With Less
Where will the successful candidate fit in?
We are looking for an experienced Revenue & Retention's Lead to safeguard our recurring revenue streams by overseeing both the Retention's and Billing Assurance functions within the Consumer environment. Reporting to and working in close partnership with the Head of Retentions & Revenue, the role provides strategic leadership and operational direction to the Retentions and Billing Assurance Team Leaders - with an emphasis on minimising churn, strengthening customer loyalty, protecting billing accuracy, and driving cross-functional collaboration.
Key Objectives
Leadership & People Management
•Provide leadership, guidance, and mentorship to the Retentions and Billing Assurance Team Leaders, ensuring their teams meet performance, quality, and revenue protection objectives.
•Conduct regular 1:1s, performance reviews, and coaching sessions with Team Leaders, equipping them to lead their teams effectively.
•Drive a culture of accountability, collaboration, and continuous improvement, identifying leadership development needs and building a succession pipeline.
Operational Oversight
•Oversee day-to-day operations across both teams, ensuring efficiency, accuracy, and alignment with customer experience and revenue protection goals.
•Manage escalated cases requiring senior intervention, particularly those with significant financial or reputational impact.
•Monitor performance across functions, balancing workload and reallocating resources to maintain service excellence.
Strategic Revenue & Retention Management
•Analyse retention, billing accuracy, and revenue assurance trends to identify systemic risks and implement strategies that reduce churn and revenue leakage.
•Lead cross-functional campaigns and initiatives that align retention and billing assurance activity with revenue growth objectives.
•Collaborate with Product, Finance, Provisioning, and operational teams to resolve systemic issues affecting customer satisfaction and billing integrity.
•Provide strategic insights and recommendations to the Head of Retentions & Revenue on process optimisation, policy development, and system enhancements.
Quality, Compliance & Reporting
•Oversee quality assurance audits, compliance reviews, and financial accuracy checks, ensuring corrective actions are implemented swiftly.
•Maintain strict adherence to regulatory, contractual, and governance requirements.
•Consolidate and present performance reporting (daily, weekly, monthly) with insights highlighting risks, trends, and opportunities.
Requirements
•Completed grade 12 or equivalent.
•Bachelor's degree in Business, Finance, IT, Operations Management, or a related field is preferred.
•5+ years of experience in a customer-facing, retention, billing, or contact centre environment, with proven senior leadership experience - preferably within the ISP/telecoms industry.
•Demonstrated experience managing and developing Team Leaders or mid-level managers, including coaching, performance management, and succession planning.
•Strong strategic and analytical capability to interpret retention, billing, and revenue trends and translate them into actionable strategies.
•Advanced stakeholder management and influence skills, with the ability to collaborate across departments (e.g. Finance, Product, Automation, Dev).
•Exceptional communication and presentation skills, with the ability to engage effectively at senior management level.
•Proficiency in CRM, billing, and reporting tools, with the ability to consolidate and present performance insights across multiple teams.
•In-depth understanding of FTTH and ISP products, customer behaviours, revenue cycles, and market dynamics.
•High emotional intelligence and resilience, balancing customer empathy, business priorities, and team well-being.
Benefits
• Medical Aid contribution (Discovery)
•Reduced Gap Cover Rates (Turnberry Premier)
•Retirement Annuity Contribution (Allan Gray)
•Medical Insurance (Momentum - Health4Me)
•Discounted Internet Connectivity
•Free Employee Wellness Programme (Lyra)
•Exposure to latest industry technologies and standards
•Lastly, a work environment that rivals the very best!
If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.
Skills Required
- Completed Grade 12 or equivalent
- Bachelor's degree in Business, Finance, IT, Operations Management, or a related field
- 5+ years of experience in a customer-facing, retention, billing, or contact centre environment
- Senior leadership experience, preferably within the ISP or telecommunications industry
- Experience managing and developing Team Leaders or mid-level managers
- Experience with coaching, performance management, and succession planning
- Strong strategic and analytical capability interpreting retention, billing, and revenue trends
- Advanced stakeholder management and influence skills
- Exceptional communication and presentation skills
- Proficiency in CRM, billing, and reporting tools
- In-depth understanding of FTTH and ISP products, customer behavior, revenue cycles, and market dynamics
- High emotional intelligence and resilience
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
RSAWEB is a South African internet service provider and technology company serving residential and business customers. It delivers fibre and other connectivity services alongside cloud infrastructure, mobile data management, security, IoT, and related digital solutions. The company positions itself as a technology partner, using its network and data-centre infrastructure to help customers increase revenue, manage risk, and control costs.
