What you’ll be doing
1. Responsible for delivering end to end operational excellence in management of incidents
2. Responsible for analysis of root causes of incidents
3. Ensure BT’s compliance with regulators and all associated SLAs, liaise with BT Legal and Brand/ Channel as required
4. Propose and help embed amendments to controls where identified as part of incidents to ensure controls are suitable for an ever-changing portfolio, complexity of systems estate and product offerings
5. Development and championing the case for change; share insights and learnings into Consumer
The skills & experience you'll need
6. In depth knowledge of the Business order to cash process, products and systems
7. Ability to manage time critical incidents throughput and prioritisation
8. Ability to perform root cause analysis and agree ownership for prevention activities
9. Ability to work as part of a cross functional virtual team and deliver to timescales set
10. Continuous improvement approach to delivery, constant re-evaluation of the effectiveness of processes through KPI’s and other defined measures
11. Ability to simplify complex issues to aide understanding and translate issues into action which deliver resolutions for the Brand/Channel
12. Excellent communication and stakeholder relationship skills required to work collaboratively with Brand/Channel operational
13. Excellent negotiation and influencing skills, working as a collaborative partner to support a change agenda
What’s in it for you? What are the benefits?
We work across the group with a wide range of stakeholders including many of the senior leadership teams in the business. We are committed to providing all colleagues with the right opportunities to develop their career. There will be an opportunity to learn from a diverse team, with wide ranging experience. The opportunity to make a difference is huge! You’ll get a broad understanding of all parts of BT and the experience will be valuable in any future roles.
• 25 days’ annual leave, plus bank holidays, and additional days for length of service
• 10% on target bonus
• Life Assurance
• Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%
• 50% off BT and EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
• 3 volunteering days per year
• Competitive employee discount on BT/EE products
• Competitive friends and family discount on EE Mobile
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.