Bill to Cash Operations Associate
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. In Group Customer Billing our goal is to make it easy for our customers to pay on time, so we can bring in the cash for BT to invest in growth. We’re a global team– BT and third party - providing billing shared services to all our lines of business. We understand how our customer facing units' finances work and help them find the right balance between revenue and credit. We cover billing, collections & enquiries, payment services, credit risk & fraud and transformation.
Why this job matters
Your role is key to the success of our business unit. You will play an important part of a team. You will carry out a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers. You will perform daily, weekly and monthly tasks to a high standard to ensure operational delivery against SLAs, and you will provide regular input into key KPIs. You will build on experience within your domain and offer good support to team leaders and the GBS management community. You will be offered opportunities to develop both professionally and personally.
What you’ll be doing
1. Working on cash applications, a part of the accounts receivable process that applies incoming payments to the correct customer accounts and receivable invoices.
2. Also at the same time, analyse the process, identify the process gaps and try streamlining it. Support and participate in process improvement opportunities.
3. To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
4. Performing a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers.
5. Executing daily, weekly and monthly tasks to ensure operational delivery.
6. Responsible for workflow activities from internal/external customers and manage enquiries to completion.
7. When dealing with customers (internal or external) aspire to deliver an excellent customer experience adhering to data protection and other relevant regulatory standards.
8. Supporting team leaders and GBS management with your domain expertise offering advice and guidance where appropriate.
9. Understand and follow relevant and appropriate legal, regulatory and compliance guidance including audit documentation, seeking support if needed
10. Adhere to relevant shift patterns and break schedules.
11. Take responsibility for personal development and drive own performance
The skills you need
- Ability to work as a member of a team in a fast-paced environment
- Good cross-cultural awareness to be able to effectively communicate with UK customers.
- Good self-management (Attendance/Break Management/Adherence/AHT/Wrap).
- PC literate with good system navigation skills.
- Attention to details is key
- Good problem solving and analytical skills.
- Able to speak, comprehend, and write along with good command over English
Experience you would be expected to have
1. Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders.
2. Proficient in MS Office, particularly Excel and Outlook.
3. Experience of SAP preferred
4. Commerce Graduate or prior experience in AP/AR/financial profiles required
5. A good experience of UK banking, payment processing procedures.
6. Understanding of GDPR, Data Protection and PCI Compliance.
Candidates will be judged on below skills for respective line of work:
Payments
1. Cash allocation.
2. Refund and transfer management.
3. Reconciliation
4. Enquiry management
5. One Contact Resolution (OCR)
6. Optimizing cost to serve
7. Data management
8. Revenue protection/growth
9. Analytical bend of mind
10. Lean Principles