International Billing: Italian speaker Operations Associate
BT
- Budapest
- Állandó
- Teljes munkaidő
- Responsible and accountable for specialist processes management and operational support.
- Support of key process.
- Create and maintain weekly governance controls within operational teams to meet audit.
- Responsible for delivering operational excellence in Group Customer Billing processes.
- Identify and drive process improvements to ensure they are suitable for an ever-changing portfolio, complexity of systems estate and product offerings
- Responsible for building a proactive approach to identifying key themes/projects which could be used to further de-risk the customer experience
- Supports improvement projects which look at alignment and improvement across function/Brand/Channel and CFU.
- Supports processes for Brand/Channel on process and controls
- To ensure billing completeness (order to bill end to end completeness control)
- And billing accuracy (contract / billing reconciliation)
- Virtual managing resources based in India
- Managing requests for various audits
- Single point of contact regarding billing data
- 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 CFU
- Excellent communication and stakeholder relationship skills required to work collaboratively with CFU/Technology/Channel operational leads to resolve billing issues, support cross-functional working which enhance the overall customer experience
- Excellent negotiation and influencing skills, working as a collaborative partner to support the change agenda across the Brand / Channel
- Ability to support longer term billing improvements, removing risk of incidents through development of policies and practices.
- Knowledge of the billing processes
- Managing requests for various audits
- Experience in Billing / Collections Operations
- Understanding European invoicing / billing legislation and regulatory environment, Italian legislation knowledge is an advantage
- Project/change management experience
- Experience of reviewing and implementing business and IT deployments and controls
- Experience of working in a complex business environment particularly within the telecoms sector
- Stakeholder management
- English and Italian knowledge on fluent level
2. Supports the team ahead of customers monthly service review meetings through routine data analysis.
3. Supports the review and progress assessment on continuous service improvement plans for each customer.
4. Collates information and resources in supporting the development of the operational service improvement plan.
5. Acts to resolve routine problems for assigned customers generally covered by existing procedures with limited supervision.
6. Assists teams in regularly contacting customers promote products and services according to the needs of customers, in conjunction with the sales team and with limited supervision.The skills you'll needCustomer ServiceCommunicationIssue ResolutionContinuous ImprovementProblem SolvingService Level Agreement ManagementOrder ManagementSupplier ManagementTechnical SupportBusiness Process ImprovementEscalation ManagementProject/Programme ManagementDecision MakingGrowth MindsetInclusive LeadershipOur leadership standardsLooking 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.