Job Description

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\'s customers - 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\'re a global team- 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 mattersThe Service Delivery Professional supports service execution for multiple customer accounts, proactively managing customer needs to ensure the highest levels of customer satisfaction, and that expectations are met and surpassed.

• 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 Assrurance 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\'ll be doing

• Utilizes industry and/or BT end-to-end system/product expertise to enhance operational efficiency in GBA and CFU processes.
• Ensures timely and accurate implementation of all controls in alignment with schedules/KPIs, managing customer/supplier relationships, and implementing corrective measures to prevent recurring incidents.
• Primarily responsible for conducting live testing of implemented changes to identify potential customer impact.
• Understands the delivery roadmap for CFUs and develops a validation roadmap based on resource capacity management to prioritize business requirements.
• Oversees team efforts to execute against the validation roadmap.
• Defines validation checks and balances, along with corresponding scenarios, for post-live validation of identified changes, and reports any defects found to understand their root causes and impacts.
• Manages any identified issues to assess their business/customer impact and determine if there are broader implications.
• Accountable for delivering operational excellence in assurance activities, impacting change for the Brand/Channel.
• Generates data reports for incident management, operations, and Group Business Assurance teams to facilitate swift response and resolution of issues affecting customers or billing accuracy.
• Produces regular and ad-hoc reports for Bill to Cash and other key business stakeholders.
• Drives process enhancements, including automation and efficiency improvements, to expand validation coverage

Skills required for the job

• Proficient in collaborating within cross-functional virtual teams to meet established deadlines.
• Capable of simplifying intricate issues to foster comprehension and translating them into actionable steps aligned with Brand/Channel objectives.
• Demonstrated excellence in communication and stakeholder relationship management, facilitating collaborative efforts with Brand/Channel operational leaders to address billing assurance concerns and improve the overall customer experience.
• Skilled in supporting long-term billing enhancements, mitigating incident risks through the formulation of policies and practices.
• Knowledgeable about establishing diverse validation mechanisms to ensure accurate execution.
• Possessing a meticulous attention to detail, crucial for error detection.
• Competent in financial analysis, providing valuable insights.
• Well-versed in product and service comprehension.
• Proficient in risk management methodologies.
• Experienced in programme and project management.
• Proficiency in Microsoft Office suite (Excel, Word, PowerPoint, Visio, etc.) is essential for this position.
• A Bachelor\'s degree in Finance/Accounting/Any Stream is preferred.
• Familiarity with Business Objectives.

Experience you would be expected to haveEssential:

• Comprehensive comprehension of operational Usage/Non-Usage for the supported Brand/Channel.
• Proficiency in managing assurance throughput and prioritization to adhere to regulatory timeframes and predefined targets.

Preferred:

• Capability to conduct root cause analyses on assurance issues and establish ownership for preventive actions.
• Telecommunications experience in bill-to-cash, business assurance, risk management, compliance, network operations, audit, or billing roles.
• Industry experience in Business/Revenue/Risk Assurance or a related field, with expertise in tools and practices for assuring Usage/Non-Usage-based products and services.
• Experience in utilizing and operating industry-standard assurance tools such as RAID, ROC RA, Revenue Guard, or similar.
• Proficient in managing time-sensitive projects involving intricate processes and systems.
• Embrace a continuous improvement approach to delivery, consistently reassessing process effectiveness through KPIs and other defined metrics.
• Embrace a continuous improvement approach to delivery, consistently reassessing process effectiveness through KPIs and other defined metrics.

Key decisions

• Oversee assurance-driven changes aligned with the Brand/Channel change program and assurance framework, while assessing and highlighting associated risks.
• Ensure adherence to audit and regulatory recommendations concerning usage/non-usage assurance.
• Collaboratively determine root causes, preventive actions, and remedial measures for assurance issues.
• Recommend structural, procedural, or policy adjustments aimed at enhancing overall process efficiency for the Brand/Channel.
• Advocate for modifications to first and second-line controls to adapt to evolving environments and continually enhance the overall customer experience.
• Maintain standards for process documentation.
• Drive process improvement initiatives.
• Make decisions regarding personnel matters.Manage performance evaluations.
• Implement stakeholder engagement strategies at E-C level

Connected leaders behaviours

• Customer champion
• Inspired communicator
• Solution-focused achiever

BT