Share this Job

Revenue Assurance & Fraud Management (RAFM) Manager

Apply now »
Apply now

Apply for Job

Date: 15-Sep-2022

Location: StarHub Green

Company: StarHub Ltd


RAFM’s mission is to assist Management and business owners in assessing and containing the risk of revenue loss arising from operational inconsistencies and anomalies, errors, fraud, and other sources. The fundamental purpose of this function is to maximize revenue recognition and minimize revenue loss within the organization, reinforced through the establishment of sound processes, systems, and governance. The RAFM Team is part of StarHub's Finance Division.

The RAFM Manager is responsible for the development, implementation and RAFM strategy to ensure that the revenue streams are protected.


  • Design, operationalize and continuously refine the RAFM strategy and execution with the concurrence of business stakeholders.
  • Responsible to manage, develop, implement, and provide    oversight controls and processes to ensure that the organization’s revenues are assured and minimize revenue leakages.
  • Lead the RAFM team to address critical workstream investigations in relation to revenue fluctuations (for example: sudden drops, unreconciled transactions, fraud investigations etc.).
  • Responsible for stakeholder management across the organization in relation to Fraud and RA issues.
  • Owner of RAFM policies and process documentation.
  • A key stakeholder in dealing with Internal Auditors and External Auditor’s requests and facilitate the audit process.


Revenue Assurance - To ensure the financial integrity of all Systems containing financial information including, but not limited to:

  • Investigate and drive solutions to revenue and billing underperformance and improvement opportunities.
  • Resolve operational issues and assess the need for additional or changes of RA controls.
  • Manage RAFM performance Dashboards including:
    • Detailed revenue and risk analysis, forecasts, calculations, and present findings.
    • Tracking of RAFM incidents detected and prevented, action items, liaising with relevant teams, and ensuring closure.
    • Lead monthly and quarterly engagements with stakeholders to bring awareness and insights on RAFM performance and drive remedial actions.
  • Ensure that the processes are documented between network and billing systems – fixed and mobile networks - and that the appropriate measures are in place to prevent billing errors, e.g., duplicate file checking, rating checks, revenue levels.
  • Reconciliation – Ensure reconciliation is in place between sales, provisioning, network, and billing system from start to finish – i.e., records sent = records received; all records accounted for as billed, discarded or sitting in error tables.
  • Error file analysis and insights –Ensure that the facilities and processes are in place and documented to support any potential error scenarios – e.g., Unbilled calls reporting, correction, and re-submission.
  • Audit – to ensure that data is regularly audited end to end and any discrepancies between point of sale and final billed amount can be accounted for.
  • Maintain a strong knowledge of industry changes and regulatory framework impacting on revenue assurance activities.

Fraud Management – To ensure fraud oversight is in place across the organization’s Systems and revenue streams. This includes:

  • Develop the Fraud Strategy and fraud oversight coverage of organization’s systems and revenue streams.
  • Consider the current and future fraud requirements to mitigate against fraud attacks, both internally and externally.
  • Lead Fraud Investigations and coordinate stakeholder engagements (including regulatory and law enforcement agencies) until conclusion. Present findings of investigations via the fraud report along with strengthening recommendations which could be control(s) development and / or other counter measures for the company to consider appropriate courses of action.
  • Provide fraud training to colleagues throughout the group, so that they can support with the oversight of fraud counter measures.
  • Provide oversight by monitoring mitigating controls (reports and / or alerts) to identify potential frauds and fraud attacks.
  • Consider fraud risks during projects and recommend counter measures to be deployed to mitigate risk of fraud attack(s).
  • Monitor industry fraud risks and lead the assessment of risk exposure to the organization and mitigation if required.

Performance measurement

  • Provide mechanisms to identify if performance deviates outside acceptable limits. The acceptable limits for each entity such as CDR accuracy, billing accuracy, fraud, debt etc. should be defined so that analysis and reporting can be simplified. Reporting in a user-friendly form that indicates the relative scale and source of problems to the appropriate functions to enable informed decisions and corrective actions to be taken if performance is outside acceptable limits or is approaching predetermined critical thresholds.
  • Ensure effective prioritization of the issues. A pragmatic approach is needed to priorities which products, services, systems, and processes merit attention. Prioritization may be based on the number of customers served, revenues generated, losses being incurred, or the level of customer complaint according to the perceived risks.

Process and Communication

  • Ensure that other areas of the business are aware of their responsibilities and contributions to be made to RAFM. For example, ensure that all end-to-end processes/work instructions are documented if someone leaves another member of staff can easily understand and perform the leaving persons tasks.
  • Ensure open communication and facilitation of issue resolution between different areas of the business and that all processes are consistent end-to-end, including manual processes as well as the system processes.

Ad-Hoc project work

  • Provide support and in some instances accept leading roles in the provision of project deliverables. Specifically, in financial and billing related company projects.
  • To always remain up to date on RAFM systems and processes presenting cases for cost effective benefits when applicable and being responsible for facilitating the delivery of agreed improvements.
  • Ensure that timeliness, accuracy, quality, clarity of presentation and appropriate control are core principles driven throughout the stakeholder teams.


1. Appropriate First Degree (or equivalent)                     
2. Post Graduate Degree or MBA (Desirable)                     
3. Lean Six Sigma certified (Desirable)
4. Project Management Professional (PM) certified (Desirable)
1. Telecom RAFM work experience leading a team (> 7 years)             
2. Detailed understanding of telecoms billing systems and issues Advanced Data Analysis and Visualisation experience (>3 years) with a track record of leading finance functions with a data-driven approach (ideally with experience of working with large volumes of data)
3. Working proficiency in either Power BI, SQL, R, or Python (Desirable)
4. Finance or Audit & Compliance Background (Desirable)
Personal Qualities
1. Ability to lead, motivate and manage people to drive business outcomes     
2. Excellent communicator 
3. Strong multi-level stakeholder engagement 
4. Organized and effective planner
5. Critical Thinker and analytical - able to structure and process qualitative and quantitative data to draw insightful conclusions from it.                
6. Resilient and Agile