Recovery Analyst
BT Group
Cardiff, South Glamorgan, United Kingdom, Ireland
13h ago

Closing date

Jan 31, 2020, 11 : 59 : 00 PM

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

Why this role matters

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.

Monitoring and recovery of GBA 2nd Line of defence controls across all CFUs.

Supports revenue recovery and root cause analysis for usage related issues / incidents

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 billing incidents where applicable and conducting analysis required to allow GCB / 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 to SOX & other regulatory preparation on applicable controls.
  • Carries out ad-hoc analysis supporting customer queries / issues. Creates / supports business cases where applicable.
  • Connected leaders behaviours

  • Change agent
  • Collaborative partner
  • Solution-focused achiever
  • Key decisions

  • Recovery of usage revenue
  • Assessment and support for billing incidents
  • Stakeholder engagement approach at an E-D level
  • We'll also need to see these on your CV

  • Experienced in Usage Business Assurance activity, ideally both inside and outside BT.
  • Good knowledge & experience in the specific area of Usage covered by the team
  • Ability to articulate complex assurance activities to stakeholders
  • Customer excellence
  • Data management
  • Financial analysis and insights
  • Governance and compliance
  • Improvement focus
  • Measuring effectiveness
  • Planning and scheduling
  • Product and service knowledge
  • Risk management
  • Good Microsoft package skills (Excel, PowerPoint, Visio, etc.)
  • Experience you would be expected to have

  • MANDATORY : Telco experience in suspense management, complex operations, billing, incident management or assurance roles.
  • MANDATORY : Business / Revenue Assurance industry experience or other relevant area. With knowledge of tools and practices used for assuring Usage based products & services
  • PREFERRED : Experience in using and operating industry standard assurance tools RAID, ROC RA, Revenue Guard or similar
  • PREFERRED : BQF LP+ or Six Sigma Green+

    Strong knowledge and experience of Suspense Management controls

    Proficient with Business Assurance tools, techniques and methodologies across usage products and services

    Very strong analytical and problem solving skills

    Clear experience and understanding of Continuous Improvement methodologies

    Experience of Management Information and financial rating and billing systems

    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.

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