International Billing: Operations Associate

**International Billing: Operations Associate**:

- Job Req ID: 43348
- Posting Date: 4 Feb 2025
- Function: Business Services & Operations
- Unit: Finance & Business Services
- Location: Building No 14 Sector 24 & 25A, Gurugram, India
- Salary: Competitive

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 organization 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, optimize 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 Bill to Cash 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 are a global team
- BT and third party - providing shared billing 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**:

- The Service Delivery Advisor 2 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with some supervision.
- To be able to achieve billing targets, thereby delivering excellent standards of customer service
- To have a detailed understanding of the systems and processes required to support the team.
- To have a commercial and financial understanding of any implications resulting from operational delivery.
- Support the wider team and managers with any ad hoc tasks required to run the team, ensure timely reporting
- Manage customers, suppliers, and internal stakeholder relationships.

**What you’ll be doing**:

- BAU core Billing, day-to-day operations
- Support the delivery of effective processes and lead on improvements
- Executes daily, weekly, monthly tasks to ensure operational delivery.
- To monitor and deliver against key metrics and KPI’s
- Plays a key role in regular coaching and training.
- Help to support the implementation of any changes within the team
- Lead on the discovery of root causes and provide long term solutions in process and system or stakeholder discussions
- Support the operational team with customer engagement initiatives or escalations.
- 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.
- Keep your knowledge up to date of internal and external regulatory standards, audit, and legal requirements. Be accountable for compliance with BT Policy as well as local regulations and legislations.
- Comply with BT security policy, standards, baseline, and procedures
- Complete all mandatory security trainings timely and successfully

**- Italian Communication skills required (oral & written).**

**Skills required for the job**:

- **Italian communication skills required (oral & written)**:

- Good acumen to understand the fundamentals of billing along with a broad understanding of the entire Lead-to-Cash journey
- To act as a role model for the operational team in respect of daily duties.
- Be able to manage and help resolve complex issues or other business impacting hurdles
- 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.

**Experience you would be expected to have**:

- Experience in billing/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 record of accomplishment in delivering change and driving improvements across teams

**Connected leaders’ behaviour**
- Customer Champion
- Collaborative partner
- Change agent

**Key decisions**
- Responsible for billing accuracy and completeness as per process exigency
- Responsible for minimizing debt by improving billing accuracy, reducing enquiries, disputes, and credits

**Qualifications**:
**Advance diploma or B1 in Italian language