Summary
Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
Why this role matters
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 a 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.
Group Business Assurance (GBA) operates as a 2nd Line of defence, assuring the end to end (E2E) accuracy of supplier and customer charging whilst giving insight and consultancy to the business on improvements and optimisation opportunities.
Managing effective and efficient operation, monitoring and recovery of GBA 2nd Line of defence controls across all CFUs. Assuring £0.5-2bn of revenue
Drives revenue recovery and root cause analysis for usage related issues/incidents
Industry and/or BT E2E system/product knowledge being used to drive operational excellence
What you'll be doing
• Responsible for executing the operations strategy and supporting GBA/GBS work streams.
• Uses industry and/or BT E2E system/product knowledge to drive operational excellence in the management of teams assuring both simple/complex products spanning BT’s E2E infrastructure across multiple CFU’s.
• Ensures all controls are operated on time / and are right first time inline with schedule/KPIs, while managing customers/suppliers and ensuring that when incidents do arise learnings and improved practices are put in place preventing repeat incidents.
• Identifies opportunities for operational improvement and efficiencies and prioritises and implements the most cost effective solutions.
• Engages and maintain operational stakeholder relationships across CFU teams helping BT to deliver a right first time (RFT) service for its customers.
• Ensures quality user acceptance testing processes via the development and implementation of clear and upfront testing strategies and requirements gathering
• Manages and drive a high performing team that is motivated and keeps attrition to minimal levels. As part of this responsible for forecasting and managing demand on resourcing to ensure goals/objectives/budgets are met.
• Ensures adherence to SOX & other regulatory preparation on applicable controls.
• Works with internal/external auditors and governing bodies to prevent fines and brand damage to BT.
Connected leaders behaviours
• Team coach
• Collaborative partner
• Solution-focused achiever
Key decisions
• Recovery of usage revenue
• Process Improvement
• Changes to the GBA usage service model
• People related decisions
• Prioritisation of usage recovery across CFUs for minimal customer and financial impact
We'll also need to see these on your CV
- Is a recognised Usage expert in Business Assurance, both inside and outside BT.
- Managing change in operational team management
- Strong communication/Influencing skills and stakeholder management at C & D level.
- Excellent knowledge in the specific area of Usage covered by the team
- Commercial awareness with ability to articulates high-level commercial impact of complex assurance activities to senior stakeholders
- Customer excellence
- Data management
- Financial analysis and insights
- Governance and compliance
- Improvement focus
- Measuring effectiveness
- Partnership management
- Planning and scheduling
- Product and service knowledge
- Risk management
- Programme / Project Management
- Excellent Microsoft package skills (Excel, PowerPoint, Visio, etc.)
Experience you would be expected to have
- MANDATORY: Significant telco experience in: Suspense Management, project/programme management, business assurance, risk, compliance, network, business operations, audit or billing roles, contract management
- MANDATORY: Extensive Business/Revenue Assurance industry experience or other relevant area
- MANDATORY: Experience in using and operating industry standard assurance tools – RAID, ROC RA, Revenue Guard or similar
- MANDATORY: Experience of managing teams of varying skill sets and capabilities
- MANDATORY: BQF LP+ or Six Sigma Green+
- PREFERRED: In depth experience in data analysis and designing, documenting & maintaining Controls to mitigate risk
- PREFERRED: Experience in contributing to industry forums on GBA best practice and Operational excellence. Supports best practice programmes
- PREFERRED: CIMA, CISA or CRISC
KEY SKILLS
- Expert in Usage Business Assurance and Management of effective end to end Traffic Assurance controls
- Experienced in the management of teams, both on/offshore, including teams of varying skill sets and capabilities
- Experience of delivering strategic change and driving efficiencies using Continuous Improvement methodologies
- Able to develop and deliver clear reporting of critical to quality metrics, dashboards and KPIs
- Strong networking, influencing, stakeholder management and communication skills at N-3 to N-5 levels.
Why choose us?
Corporate Functions help deliver our strategy and plans for growth. We shape and steer the direction of the business by managing our people, finances, shared services and buildings. We also oversee our legal, regulatory and compliance obligations too.
We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.
