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Why this role matters
The role functionally ensures there are Product coverage and controls in place which assurance L2C and T2R customer service journeys impacting Customer Exerience and identification of e2e process breakages where exceptions might lead to financial leakage for GS Products supplier invoicing and associated BT customer revenue recovery. The role will focus is on control framework identification and working with CFU stakeholders to generate solutions for business issues related to data management, inventory management, invoice validation and link to the financial accounts to result in a pro-active self-driving process fix.
The role requires excellent Subject Matter Expertise (SME) in one or more GS Product portfolio areas, analytical skills, an eye for spotting commercial risk through the analysis of people, process and data practises within Global services. In addition, command of business process mapping/analysis, project and stakeholder management is essential to the success of this role to remedy problems, build controls and realise benefit potential.
The role holder will own, from identification to benefits realisation, end to end delivery of GBA activity with the Global Security portfolio Product family area. They will also be required to own and lead defined programmes of work which hold commonality across one or more portfolio product groups with a specific emphasis on the contract liabilities, renewals and cost assurance activity in the BT Supply chain. The role holder will own budget responsibility for there operational domain, set priorities within their area and support to ensure activity is delivered to cost, quality and time.
Provides revenue, cost and service assurance across pan GS products and customer base of around £0.5Bn
Activities carried out by team have direct impact on both P&L and customer experience, with clearly attributable outcomes with current incremental personal EBITA targets typically in excess of £2.5M p.a. and supporting a Product Tower team target in excess of £5M p.a.
What you'll be doing
Accountable for defining, executing and continuously evolving the GBA Product controls coverage for one GS Product portfolio area and inputting in the wider GS GBA Strategy .
Accountable for the day to day business engagement across a wide range of senior stakeholders and also working level details with the rest of the organisation.
Accountable for defining and managing the plans and budget for resource and control developments for their operating area to deliver business assurance
Accountable to deliver £5m target of cost reduction or revenue improvement in the relevant region/vertical
Identifies key product process opportunities for improvement and transformation, at both operational and strategic level, and make it happen.
Accountable for ensuring GBA process alignment across all countries and working closely with the Regional and Vertical CFu leads to identify risks and implement sustainable controls
Accountable for managing conflicting requirements between GBAs and GS overall Strategy and own prioritisation.
Represents GBA function supporting, consulting and informing on GS Regional/Segment and Global transformation programmes e.g. Inventory transformation, data governance, Products and systems improvements. Where in remit to lead on direct Product portfolio initiatives and were shared across multiple Product areas take a lead role on behalf of the team.
Key process opportunities for improvement, at both operational and strategic level, and makes change happen.
Budget for TLR including third-party resource and Engages CFU to gain support for business cases for increased resource investment as and when required.
Risk assessments and prioritisation based on the customer and finacial impact
GMC efficiencies in line with overall GBA challenges
Continuous improvement of processes.
Ensures coverage and control framework objectives are prioritised and delivered according to agreed plans for assigned work areas.
We'll also need to see these on your CV
Have extensive operational knowledge and experience of end to end customer service and supplier service management activity.
Demonstrable telco experience in complex finance, billing, transformation or assurance roles either on the supplier-side and/or customer-side.
Be fully conversant with risk management and mitigation techniques.
Excellent knowledge of Business Assurance tools and techniques to drive innovation into BT
Excellent knowledge of lead-to-cash, Procure-to-Pay, and Trouble-to-Resolve processes, systems and products across CFU channels, countries and regions.
Excellent understating of Commercial Management principles and best practices
Articulates high-level commercial impact of complex assurance activities to stakeholders
Proven experience and sucess in implementing business transformation programmes and initiatives
Programme/Project Management of multiple deliverables, with good prioritisation and time management skills.
Certified skills in continuous improvement practices such as Lean/Six Sigma/DMAIC/Change management.
Experience you would be expected to have
MANDATORY: . Typically has 5 yrs plus telco experience in , Product management, commercial Finance, billing operations, service delivery, contract and commercial management, transformation or Assurance roles
MANDATORY: demonstrable Business/Revenue Assurance experience in utilising RA industry toolsets - RAID, ROC RA, Revenue Guard or similar
MANDATORY: demonstrable experience in delivering successful change using continuous improvement practices. Along with qualifications in BQF LP or Six Sigma Green
PREFERRED: CIMA, CISA, CRISC, IACCM, ARIS at ALP Bronze or Practitioner level.
BT Security Portfolio
Supply Chain Management
Virtual team coach
Owns and drives business improvement
Data driven decision maker & thinker
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.
Job: Customer service
Title: Business Assurance Specialist, Global Product & Cost Assurance
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