Business Operations Manager



Job Req ID: 34675



Posting Date: 12 Jun 2024



Function: Business Services & Operations



Unit: Finance, Strategy & Business Services



Location: DLF IT Park,Phase II, IIF/1, Kolkata, India



Salary: Competitive





Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT. Our vision is to create an organisation that is fully aligned and integrated with the customer facing units.
With over 10,000 people strong workforce, we help drive business growth, enhance profitability, optimise the cost base and provide competitive differentiation. We continue to serve BT\xe2\x80\x99s customers \xe2\x80\x93 both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do.
In Assurance Operations our goal is to make it easy for our customers to pay on time, so we can bring in the cash for BT to invest in growth. We\xe2\x80\x99re a global team\xe2\x80\x93 BT and third party - providing billing shared services to all our lines of business.
We understand how our customer facing units\' finances work and help them find the right balance between revenue and credit. We cover billing, collections & enquiries, assurance, payment services, credit risk & fraud and transformation.



Why this job matters

The Business Assurance Manager manages a team in robust policy and framework implementation and maintenance, driving and ensuring highest levels of risk mitigation, business control and oversight through rigorous assurance testing.

• Supports our ability to manage Assurance incidents within Assurance Operations.
• Ensures reporting is delivered in line with defined Assurance framework and quality gates, identifies risk/failures to ensure billing is kept safe, reduces the risk of customer impacting incidents and ensures the customer experience is maintained/improved
• Reduces risk of customer impacting incidents by providing accurate reporting to enable assurance incidents to be managed and recovery activity carried out within the timelines agreed with BABT metrics.
• Provides support for Assurance Operations with reporting to demonstrate Assurance accuracy and support remedial activities needed.
• Drives improvement in delivery of change and pro-active identification of future possible issues which impacts Assurance for the Brand / Channel, removing risk of future incidents or regulatory non-compliance

What you\xe2\x80\x99ll be doing

• Leverages industry expertise and/or comprehensive knowledge of BT E2E systems and products to enhance operational efficiency in Assurance and CFU processes.
• Ensures timely and accurate execution of all controls according to schedules and KPIs, while effectively managing customer/supplier interactions, and implementing enhanced practices to prevent recurring incidents.
• Core responsibility involves conducting validation for operational changes implemented to detect potential customer-impacting issues.
• Understands the delivery roadmap for CFUs and devises a validation roadmap based on resource capacity management to prioritize business requirements.
• Oversees the team to execute the validation roadmap.
• Establishes validation checks and balances, including scenarios for post-live validation of identified changes, and raises defects as needed to ascertain causes and impacts.
• Manages identified issues to assess their business/customer impact and determine broader implications.
• Accountable for driving operational excellence in the assurance domain to effect change for the Brand/Channel.
• Generates data reports for incident management, operations, and Assurance teams to facilitate swift response and resolution of issues affecting customers or billing accuracy.
• Regularly produces and provides both standard and ad-hoc reports for bill-to-cash processes and other key business stakeholders.
• Actively pursues process improvements by exploring automation opportunities and driving efficiency enhancements to expand validation coverage.

Skills required for the job

• Proficiency in collaborating within cross-functional virtual teams and meeting established timelines.
• Skill in simplifying complex issues to facilitate comprehension and translating them into actionable steps aligned with Brand/Channel goals and targets.
• Strong communication and stakeholder relationship abilities necessary for collaborative work with Brand/Channel operational leads in resolving billing assurance issues and fostering cross-functional collaboration to enhance the overall customer experience.
• Strong story telling skills and experience of presenting business reviews/updates.
• Capability to support long-term billing enhancements by mitigating incident risks through policy and practice development.
• Expertise in designing various validation mechanisms for execution.
• Meticulous attention to detail essential for error detection.
• Proficiency in financial analysis and generating insights.
• Comprehensive knowledge of products and services.
• Competence in risk management and program/project management.
• Proficient in Microsoft Office applications (Excel, PowerPoint, Visio, etc.).
• Understanding of Business Object.
• Team/People handling in the current role for a min of 2 years

Experience you would be expected to have

Essential:

• Profound comprehension of operational usage and non-usage dynamics for supported brands/channels
• Proficiency in overseeing assurance throughput and prioritization to align with regulatory timelines and predefined objectives.
• Conducting root cause analyses on assurance issues and establishing ownership for prevention strategies.
• Demonstrated experience in team management.
• Background in telecommunications encompassing roles in bill-to-cash, business assurance, risk management, compliance, network operations, auditing, or billing.
• Team/People handling in the current role for a min of 2 years

Preferred:

• Industry experience in business, revenue, or risk assurance, or related fields, with familiarity with tools and methodologies for ensuring usage/non-usage-based and configurable products and services.
• Proficiency in utilizing industry-standard assurance tools such as RAID, ROC RA, Revenue Guard, or equivalents.
• Proficient in managing time-sensitive projects involving complex processes and systems.
• Embracing a continuous improvement approach to delivery, involving ongoing assessment of process effectiveness through key performance indicators (KPIs) and other defined metrics.

Key decisions

• Oversee assurance-driven changes aligned with the Brand/Channel change program and assurance framework, while identifying and addressing associated risks.
• Ensure adherence to audit and regulatory recommendations concerning usage/non-usage assurance.
• Collaborate on identifying root causes and developing preventive and remedial actions for assurance issues.
• Recommend structural, procedural, or policy changes aimed at enhancing overall process efficiency for the Brand/Channel.
• Suggest adjustments to first/second-line controls to adapt to the evolving environment and continually enhance the overall customer experience.
• Maintain standards for process documentation.
• Drive process improvement initiatives.
• Make decisions related to personnel matters.
• Manage performance evaluation processes.
• Engage stakeholders E-C level to foster effective communication and collaboration.

Connected leaders behaviours

• Customer champion
• Inspired communicator
• Solution-focused achiever