Process Improvement Lead

Process Improvement Lead

Job Req ID: 10475 Posting Date: 25-Jan-2023 Function: Business Services & Operations Location: Deansgate, Manchester, United Kingdom Salary: Competitive with great benefits Recruiter: Carla Ballinger Hiring Manager: Herbie Singh Career Grade: E Internal Closing Date: 3rd February Locations: Stockport & Manchester
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 not join us today and release yours? You can read more here about what it's like to work at BT.

You've got opportunties
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.
Supporting, developing and delivering strategies and process enhancements to improve the experience we provide to customers when dealing with Billing enquiries. This role involves dealing with internal and external customers directly and liaising with key stakeholders across the CFUs we support (Enterprise, Global and Openreach) Proactively drive, quality and compliance to process across operational teams and promote the use of processes, systems and procedures to achieve business goals and KPIs
What you’ll do

• Operations subject matter expert supporting BAU and day-to-day operations and people
• Manages processes to ensure delivery against key metrics and KPI’s
• Ensures those delivering the process are fully aware of how it works and the business implications of not delivering to standard
• Responsible for implementation of both strategic changes and tactical operational improvement
• Focus on improvement and shapes and drives process change
• Ensure root cause of issues are investigated and understood to provide input to resolution
• Own customer issues and anticipate their needs
• Diagnose and resolve problems on time and coach others to provide exceptional end-to-end service
• Apply knowledge of the unique environment in which BT operates to advice, guidance and decision making
• 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 definitely

• Be able to coach and simplify a process to all teams utilising the process ensuring that key performance metrics expected in the process are delivered to
• Have good communication skills with colleagues, stakeholders and customers
• Be a champion for change – ability to challenge the status quo and suggest innovative solutions to issues, as well as communicate and deliver change within the team effectively
• Have an awareness and understanding of regional considerations (legal, compliance, technical, cultural
• Have effective time management to deal with dynamic and sometimes conflicting priorities
• Be able to demonstrate a customer focused approach and delivery of customer service to high standard

You might even

• Have experience of delivering change and driving improvements across teams
• Have experience of transitioning work between teams and locations
• Have previous experience in Finance/Billing/Customer Service-related disciplines in a complex environment

What’s in it for you

• Exceptional career progression to other areas of BT.
• Flexible working.
• Competitive salary
• 10% Bonus
• 50% discount on an EE mobile package (30% for Friends and Family)
• 25 days’ holiday (pro-rata) with the opportunity to buy a further 5 days
• Exclusive BT TV offers.
• Salary: Career Framework Band E
• Position Type: Full Time 37.5 Hrs
• Contract: Permanent

How to Apply
It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..