Shire Jobs

Business Operations Manager (Assurance)

Job Req ID: 35406

Posting Date: 9 Sep 2024

Function: Risk, Compliance and Assurance

Unit: Finance & Business Services

Location:

Assembly, Bristol, United Kingdom

Salary: Attractive salary & benefits

Recruiter: Carla Ballinger

Hiring Manager: Geetha Gulvady

Locations considered: Birmingham, Bristol & Manchester

Our hybrid working means in this role you are required to be in the office 3 days per week with the option of working from a place of your choice 2 days per week

Why this job matters

• Supports our ability to manage Assurance incidents within Assurance Operations.

• Ensures reporting is delivered in line with defined Assurance framework and quality gates, identifies risk/failures to ensure billing is kept safe, reduces the risk of customer impacting incidents and ensures the customer experience is maintained/improved

• Reduces risk of customer impacting incidents by providing accurate reporting to enable assurance incidents to be managed and recovery activity carried out within the timelines agreed with BABT metrics.

• Provides support for Assurance Operations with reporting to demonstrate Assurance accuracy and support remedial activities needed.

• Drives improvement in delivery of change and pro-active identification of future possible issues which impacts Assurance for the Brand / Channel, removing risk of future incidents or regulatory non-compliance

What you’ll be doing

• Leverages industry expertise and/or comprehensive knowledge of BT E2E systems and products to enhance operational efficiency in Assurance and CFU processes.

• Ensures timely and accurate execution of all controls according to schedules and KPIs, while effectively managing customer/supplier interactions, and implementing enhanced practices to prevent recurring incidents.

• Core responsibility involves conducting validation for operational changes implemented to detect potential customer-impacting issues.

• Understands the delivery roadmap for CFUs and devises a validation roadmap based on resource capacity management to prioritize business requirements.

• Oversees the team to execute the validation roadmap.

• Establishes validation checks and balances, including scenarios for post-live validation of identified changes, and raises defects as needed to ascertain causes and impacts.

• Manages identified issues to assess their business/customer impact and determine broader implications.

• Accountable for driving operational excellence in the assurance domain to effect change for the Brand/Channel.

• Generates data reports for incident management, operations, and Assurance teams to facilitate swift response and resolution of issues affecting customers or billing accuracy.

• Regularly produces and provides both standard and ad-hoc reports for bill-to-cash processes and other key business stakeholders.

• Actively pursues process improvements by exploring automation opportunities and driving efficiency enhancements to expand validation coverage.

The experience you'll have

Essential:

• Profound comprehension of operational usage and non-usage dynamics for supported brands/channels

• Proficiency in overseeing assurance throughput and prioritization to align with regulatory timelines and predefined objectives.

• Conducting root cause analyses on assurance issues and establishing ownership for prevention strategies.

• Demonstrated experience in team management.

• Background in telecommunications encompassing roles in business assurance, revenue assurance, risk management, compliance, network operations, auditing, or billing.

• High level understanding of Assurance Operation

Preferred:

• Industry experience in business and revenue assurance, and risk assurance, or related fields, with familiarity with tools and methodologies for ensuring usage/non-usage-based and configurable products and services.

• Proficiency in utilizing industry-standard assurance tools such as RAID, ROC RA, Revenue Guard, or equivalents.

• Proficient in managing time-sensitive projects involving complex processes and systems.

• Embracing a continuous improvement approach to delivery, involving ongoing assessment of process effectiveness through key performance indicators (KPIs) and other defined metrics.

The skills you’ll need

Communication

Issue Resolution

Continuous Improvement

Problem Solving

Change Management

Service Level Agreement Management

Order Management

Risk Management

Supplier Management

Business Process Improvement

Project/Programme Management

Incident Management

Talent Management

Escalation Management

Decision Making

Growth Mindset

Performance Management

Inclusive Leadership

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.