As the subject matter expect for the operational team, you will be expected to have a detailed understanding of the systems and processes required to support the team.
You will also be expected to have a commercial and financial understanding of any implications resulting from operational delivery.
You will support the wider team and managers with any ad hoc tasks required to run the team, ensure timely reporting and meet targets.
This would include any training delivery/process improvements, whilst ensuring audit and governance compliance.
You may be expected to be a point of escalation and manage both external customers, suppliers and internal stakeholder relationships.
You'll have the following responsibilities
To monitor and deliver against key metrics and KPIs Supporting BAU, day-to-day operations and people in a timely and accurate fashion.
Analyze the processes, identify the process gaps and try streamlining them.
Support and participate in process improvement opportunities.
To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process.
Lead on the discovery of root causes and provide long term solutions in process and system or stakeholder discussions.
Executing daily, weekly and monthly tasks to ensure operational delivery Plays a key role in regular coaching and training.
Ensure key stroke documents/SOPs are updated and sign offs are in place When dealing with customers (internal or external) aspire to deliver an excellent customer experience.
You apply your knowledge of the unique environment in which our business operates to advice, guidance and decision making.
Support the operational team with customer engagement initiatives or escalations. Help to support the implementation of any changes within the team.
Where applicable, to ensure the safe handling of monitory transactions into and out of the business unit. Including any reporting related to reconciliation of work undertaken.
You keep your knowledge up to date on internal and external regulatory standards, audit and legal requirements. Be accountable for compliance with BT Policy as well as local regulations and legislations.
You'll have the following skills & experience Performance driven and self motivated.
Advanced communication (oral & written) skills to build and maintain good working relationships with customers, suppliers and key stakeholders.
Be able to manage and help resolve complex issues or other business impacting hurdles. Good engagement skills and the ability to coach and develop others.
To act a as role model for the operational team in respect of daily duties.
Attention to details is key. Good problem solving and analytical skills. Be able to work in a diverse environment. Financial & commercial awareness.
Pro-active approach to work with excellent time management skills, an ability to work well under pressure and achieve results under tight deadlines.
To be flexible in undertaking usual and ad-hoc tasks and time management.
Awareness and understanding of local or any relevant considerations (e.g. Legal, compliance, technical, cultural).
Ability to use a range of MS Office software, particularly Excel and Outlook and be able to effectively use main frame systems available.
Previous experience L2C cycle in change management/billing/cash applications/collections/finance in a large operational environment Experience working as part of a focused and professional team.
Be able to demonstrate a customer focused approach and delivery of excellent customer service
A track record in delivering change and driving improvements across teams Logical reasoning and time management skills
Graduate in any stream (Commerce graduate)