Recovery Associate - Gurgaon, India - BT Group

BT Group

Verified Company

Gurgaon, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Recovery Associate

Job Req ID:21139
Posting Date:8 Aug 2023
Function:Business Services & Operations
Location:Building No 14 Sector 24 & 25A, Gurugram, India
Salary:Competitive- Role Code: ARVCFB

Career Level: F
Hiring Manager: Mohd Ibraz Qidwai
Recruiter Name: Anil Kumar
Line of Business: GBA
Last Date to Apply: 14 Aug 202
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.
Group Business Assurance (GBA) operates as a 2nd Line of defence, assuring the end to end (E2E) accuracy of supplier and customer charging whilst giving insight and consultancy to the business on improvements and optimisation opportunities.
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.

Monitoring and recovery of GBA 2nd Line of defence controls across all CFUs. Assuring £1050m of revenue

What you'll be doing

Uses industry and/or BT E2E system/product knowledge to drive operational excellence in GBA and CFU processes.
Ensures all controls are operated on time/ and are right first time inline with schedule/KPIs, while managing customers/suppliers and ensuring that when incidents do arise learnings and improved practices are put in place preventing repeat incidents
Raises incidents where applicable and conducting analysis required to allow GCB&A/CFU's to issue correct customer bills.
Contributes to the identification of opportunities for operational improvement and efficiencies and prioritising and implement the most cost effective solutions.
Engages and maintains operational stakeholder relationships across GBA/GBS and multiple CFUs to support quick resolution of customer issues and to support process improvements.
Executes quality user acceptance testing processes and supports the development and implementation of clear and upfront testing strategies and requirements gathering.
Support adherence for preparation on applicable controls.
Carries out adhoc analysis supporting customer queries/issues. Creates/supports business cases where applicable.

Skills required for the job

Experienced in Business Assurance activity
Ability to work as part of a cross functional virtual team and deliver to timescales set
Ability to simplify complex issues to aid understanding and translate issues into action which deliver into the goals and targets for the Brand/Channel
Excellent communication and stakeholder relationship skills required to work collaboratively with Brand/Channel operational leads to resolve billing assurance issues, support crossfunctional working which enhance the overall customer experience
Ability to support longer term billing improvements, removing risk of incidents through development of policies and practices.
Knowledge and understanding of how to build test plans and execute
Good knowledge & experience in Rating validation area of Telecom Billing.
Ability to articulate complex assurance activities to stakeholders
Financial analysis and insights, with governance and compliance
Product and service knowledge
Good Microsoft package skills (Excel, PowerPoint, Visio, etc.)

Experience you would be expected to have

Understanding of operational billing for Brand/Channel supported
MANDATORY
Ability to manage assurance throughput and prioritisation to meet regulatory timeframes and defined targets
MANDATORY
Perform root cause analysis on assurance issues and agreeing ownership for prevention activities
MANDATORY
1 yrs + Telco experience in: business assurance, risk, compliance, network, business operations, audit or billing roles MANDATORY
1 yrs + of Business/Revenue Assurance industry experience or other relevant area. With knowledge of tools and practices used for assuring Usage based, Rating products & services MANDATORY

Key decisions

Manage assurance that impacting change in line with Brand/Channel change programme and assurance framework, approving and calling out risk to keep billing safe
Ensure compliance with audit/regulatory recommendations in relation to assurance
Agree root cause, preventative action and remedial action of assurance issues
Propose changes in structure, process or policy which drives overall improvement in assruance process for the Brand/Channel
Propose amendments to first / seco