Process Specialist
Gurugram, India
1d ago

The Process Specialist (PS) is responsible for the governance and proactive development and enhancement of their end-to-end process across BT.

  • In the Strategy & Transformation team we have the following processes specialist(s) defined, each with their own accountability;
  • 1) Billing, 2) Payments / Collections &Enquiries and 3) Credit Risk & Revenue Assurance.

    The role will lead on defining and owning the end-to-end processes across functional, geographic and business unit boundaries, leveraging fit to standard Global Process Template solutions, increased self-service, enhanced user experience, efficient processes and effective controls.

    The outcome is to fundamentally lead the transformation of our processes in these areas to become best in class supporting all internal and external stakeholders.

    The PS must collaborate with various stakeholders to ensure effective and efficient process operations and identification and leverage of cross-process synergies.

    The PS also monitors process performance and prioritizes and drives process-related investment decisions. Additionally, the PS is accountable for ensuring process compliance with all relevant legislation and company procedures.

    The role leads and supports transformation initiatives on a global scale through collaboration with internal and external resources, leveraging L6S and project management methodologies to ensure efficient and successful project implementations.

    Further, the role is responsible for working closely with business stakeholders in the elements of process design, technology, policy, and data governance to deliver best-in-class operations.

    This role supports the GCBA Leadership delivering a complex Transformation Programme. This role is within the GCBA Strategy &Transformation Function, and is accountable for the Functions Transformation deliveries.

    You'll have the following responsibilities

  • Accountability for the standard process design across GCBA with sign off from the GPO GCBA;
  • Lead on managing the business stakeholder input into detailed designs and requirements
  • Manage sign off to policy changes required for overall design
  • Ensure Data Governance, Data Quality and Master and Reference Data are embedded into the design and delivery.
  • Own validation process exceptions (e.g. tax, legal or statutory) with the GPO, Transformation Lead and capture in agreed global templates
  • Ensure all necessary controls are embedded into the design, signed off by the controls team ready for deployment into BAU
  • Support GPO with short term process initiatives.
  • Lead the "fit to standard" workshops for process ensuring business requirements are fully reflected in the end to end design, exceptions to standard are minimised, best practices / use cases fully leveraged and implications for new ways of working are fully understood.

    Accountable for testing & quality management.

  • Steward, lead and partner in translating requirements and use cases into test conditions and expected results for product, performance, and user acceptance testing.
  • Participate in quality management reviews, in particular reviews of the designs, prototypes, and other requirements work products to ensure they fulfil the requirements.
  • Review and approval of test scripts and execution of testing to ensure requirements are met in the end solution.
  • Accountable for compliance to standards, controls and procurement policy.

    Accountable for ensuring BT meets all statutory and regulatory obligations.

    Own the relationships necessary to implement the process deliverables both across the business and with the Transformation partner teams where required, demonstrating understanding of the financial and operational consequences of performance.

    Develop strategic direction (current state to the desired future state), whilst communicating the vision for the global Bill-to-Cash processes on behalf of the GCB&A Global Process Owner, ensuring a high level of standardization and minimization of local variants throughout project execution.

    Develop, maintain and deliver the Innovation and Transformation roadmap and portfolio, working closely with the GCB&A Functional Heads and GBS Operational Excellence team, to identify opportunities and business benefits, build out detailed implementation plans and measure business outcomes.

    Define and refine the end to end process and solutions (i.e., system, process & data) which deliver the business benefit by :

  • Develop and deliver strategic vision, objectives, performance goals, as well as the operating model required to effectively execute the process (using external benchmarks and best practice trends) .
  • Conduct detailed process assessments and identify opportunities leveraging digital transformation and best in class market solutions to improve customer experience, process efficiency & effectiveness.
  • Managing the prioritization of roadmap activities, new process capabilities, and support their delivery through stakeholder management, resource provision, leveraging external capabilities and addressing roadblocks to delivery.
  • Embed and grow organisational capability with particular focus - on future capabilities, digital transformation, data and analytics etc.
  • required to support the roadmap creating a high performing, aligned and effective team.

  • Ensuring all delivered solutions deliver value (Cash, Cost and Control) and have an integrated plan which optimizes the investments made.
  • Conduct campaigns to ensure end-to-end stakeholder buy-in and support during implementation and post-implementation of initiatives.
  • Facilitate change management and training relative to new processes.
  • In addition, this position will work with Functional Leads to determine relevant business drivers, key performance indicators and operational metrics for the measurement and reporting of effectiveness & efficiency of the end-to-end process.

    This includes determining automated data capture process, reporting tools, reporting frequency, and establishing targets, in order to meet business objectives.

    Responsibilities are carried out in a variety of capacities, including internal GCB&A process expert, and lead and influence change and continuous improvement.

    Work independently while managing multiple priorities in a global environment; interacting with and influencing business partners at all levels of the organization.

    Providing SME knowledge for GCB&A process, including current ways of working across businesses, business process management, systems, and objectives.

    Participating in governance management boards to provide input on items such as process scope and service delivery and assist in resolving operational issues.

    Building business cases to quantify the cost and value of process opportunities and advocate for funding as necessary

    Managing virtual global project teams from different parts of the organisation including Function leads and SMEs, Delivery Operations, GBS Transformation and other key GBS and CFU stakeholders.

    Resolves or escalates resource issues, works with the Delivery Lead to unblock Function level challenges.

    To gather, consolidate, analyse and present information and data for providing the required information for recommendations and senior management decision.

    To proactively manage or provide governance support (process, reviews, risks and mitigations, collaterals for internal and external reviews etc.

    to the Functional Lead, and be responsible for co-ordinating and managing activities on their behalf.

    You'll have the following skills & experience

    Strong successful experience in transformation programme and project management.

    Works with minimum supervision and high autonomy to interpret policies, understand priorities, governance and ensure alignment with strategy.

    Excellent at communicating and engaging with stakeholders at all levels.

    Excellent at analysing, consolidating, summarizing and presenting complex concepts and projects (storytelling and compelling).

    This includes to be excellent at presentations, numbers and typical project management, business cases, financials and management tools and principles.

    Sets and works with short timelines, delivers against commitments and acts diligently and proactively. Must be highly organised and able to take responsibility for making decisive action where appropriate.

    Qualifications / Background :

  • Qualified Accountant.
  • Demonstrable knowledge and expertise of Order to Cash processes / operations, best practices and improvement enablers.
  • Excellent commercial / project management acumen.
  • Good understanding of IT, Telecommunication and Service to the corporate market.
  • Bachelor’s degree required; Master’s degree a plus.
  • Job related experience for 10 years minimum.
  • Ability to work independently on complex issues that may require in depth analysis of data and business processes.
  • Strong communication (written and verbal) with the ability to engage effectively across different job levels and cultures.
  • Strong attention to detail and high quality of work output.
  • Experience with ERP (SAP), Collection tools, Cash Application & Allocation tools and Customer Services (CRM).
  • Prior experience in leading and delivering successful Order to Cash process transformation and standardization based on industry leading practices in a global environment.
  • Ability to effectively prioritize and execute tasks while under pressure.
  • Experience working in a team-oriented, collaborative environment.
  • Must be able to handle sensitive related and proprietary information in a confidential manner.
  • Must maintain professional competence, ethical integrity, knowledge, and skills.
  • Skills :

  • Advanced working knowledge of Microsoft suite of applications (MS Project, Visio, MS Teams, MS PowerPoint, Excel, and SharePoint).
  • Must have presentation skills with the ability to communicate effectively
  • Must have the ability to work quickly and accurately under pressure using a high level of discretion.
  • Must be able to use own initiative, be confident, approachable and be able to build relationships at all levels.
  • Agile and comfortable in partially unstructured environments and with ambiguity.

    Experienced in transformation, project and program management or consultant type of roles.

    Good experience in working with and managing senior stakeholders at Director / MD level.

    COVID-19 Notice : We’ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We’ve moved to virtual hiring’ until further notice - which includes video interviews and virtual on boarding, to make sure that we maintain candidate and employee safety.

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