Gcb Operations Sme

1 month ago

Gurgaon, India BT Group Full time

GCB Operations SME

**Job Req ID**:16248**Posting Date**:18-May-2023**Function**:Business Services & Operations**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:Competitive- Role Code: ARVCFC
- Career Level: F
- Hiring Manager: Priyanka Bajaj
- Recruiter Name: Anil Kumar
- Line of Business: GCB
- Last Date to Apply: 24 May 23
- 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.- In Group Customer Billing 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, payment services, credit risk & fraud and transformation**Why this job matters**

**As a Subject Matter Expert your key responsibilities would be the following**:
1. Driving cash collections and supporting the team with customer queries and escalations. Playing a vital role in helping the business achieve our cash goals and payments driven targets.
2. Deliver Call Confidence Training to all new recruits and as refresher training to support uplift in performance. Follow up coaching to ensure all team members consistently deliver high quality calls that meet the required standard.
3. Proactively drive call quality and promote the use of processes, systems and procedures that support the business goals, ensuring that best practice is adopted. Ensure a fair and consistent approach across all sites for scoring calls and providing effective feedback.
4. Support your line manager in driving the team to meet end business goals - debt reduction and cash targets by driving team performance and ensuring highest level of productivity and efficiency is met without compromising on customer service.
5. Meeting business transformational goals by promoting continuous improvement within the process, generating process efficient ideas, and encouraging best practice sharing for reducing waste and maximising efficiency.

**What you’ll be doing**
1. Accountable for ensuring compliance of policies and processes and support operational teams to do so as required / observed
2. Help drive ‘best practice’ methodology across the function including defining the right ways to interact with customers during collection calls
3. Accountable for driving call quality by using effective analysis, positive engagement, delivering process improvement and customer education opportunities
4. Accountable for holding regular calibration calls to ensure a fair and consistent approach across all sites for call scoring and feedback, driving the right behaviors to achieve high quality credit control calls.
5. Ensuring team meet all business goals and KPIs as set out by the process.
6. Driving cash collection and debt reduction targets.
7. Taking part in key stakeholder calls to drive collections and calibrate on opportunity areas.
8. Review team performance and providing coaching and feedback.
9. Preparing key process related reporting for governance and tracking purpose.
10. Identifying process gaps and improvements and preparing relevant contingency plans to mitigate.

**The skills you need**
1. Strong focus on Customer Experience and ability to translate best practice techniques into customer centric projects / initiatives
2. Effective negotiation and problem-solving experience, plus the ability to manage conflict well
3. Good team building skills and able to work with a wider virtual team to improve performance at all levels.
4. Strong training and coaching skills and ability to influence others positively
Experience you would be expected to have
1. Previous experience in billing/collections/finance in a large operational environment
2. Experience working as part of a focused and professional team.
3. Be able to demonstrate a customer focused approach and delivery of excellent customer service
4. A track record in delivering change and driving improvements across teams
Leadership accountabilities
1. Customer Champion
2. Collaborative partner
3. Change agent

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