Gcb Operations Associate

1 day ago

Kolkata, India BT Full time

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

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.

Your role is key to the success of our business unit. You will play an important part of a team.

You will carry out a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers. You will perform daily, weekly and monthly tasks to a high standard to ensure operational delivery against SLAs, and you will provide regular input into key KPIs.

You will build on experience within your domain and offer good support to team leaders and the GBS management community. You will be offered opportunities to develop both professionally and personally.

**You'll have the following responsibilities**
- Performing a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers.
- Executing daily, weekly and monthly tasks to ensure operational delivery.
- Providing regular input into KPI reporting.
- Supporting team leaders and GBS management with your domain expertise offering advice and guidance where appropriate.
- Delivering excellent operational support to our key stakeholders and customers.
- When necessary own customer issues through to resolution.
- Understand and follow relevant and appropriate legal, regulatory and compliance guidance seeking support if needed.
- Participate in business improvement initiatives.

**Connected leaders Behaviours**
- Customer Champion
- Collaborative partner
- Change agent

**Key Decisions**

Key decisions required as relevant for career level and specific role accountabilities.

**You'll have the following skills & experience**
- Ability to work as a member of a team in a fast paced environment.
- Strong communication skills with colleagues, stakeholders and customers.
- An awareness and understanding of regional considerations (legal, compliance, technical, cultural).
- Effective time management skills with the ability to deal with dynamic and sometimes changing priorities.
- The ability to work effectively with the MS Office software suite.
- The ability to pick up and work with new technology relevant to the role.

**Experience you would be expected to have**
- Previous experience working in an operational environment delivering against challenging KPI
- Experience working as part of a focused and professional team.
- Be able to demonstrate a customer focused approach with delivery of excellent customer service.
- Some experience in delivering change and driving business improvement.
- **International Voice Experience Mandatory.**

**About BT**

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why no

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