Business Process Support Specialist

Why BT Group?

We’ve always been an organisation with purpose; we connect for good.   You can trace this back to our beginning as pioneers of the world’s first telecommunications company.  At our heart, we’re a technology company with research and innovation in our bones, and a desire to be personal, simple, and brilliant for our customers - the values we live by. Creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale, capable of achieving great things.  From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale innovative technology infrastructure like the creation of BT Sport.  

Today, in this fast changing, always on, digital world, our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before.  So if you have the drive, optimism, and resilience to help propel us forward, we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things, and pursue new careers.  If that’s you, and what you’re looking for. 
 
We’d love you to be part of our future.

Why this job matters?

This role is important to BT as a key contributor to improving Credit Referrals processes in Credit Risk relating to activities across the customer lifecycle by:

•    Assist and provide guidance on end-to-end process or system management, including identifying requirements, managing interfaces, and delivering desired outcomes.
•    Support the configuration, testing, and deployment of Application/Referral Risk strategies.
•    Analyze policy rules and KPI data to drive team performance across both onshore and offshore teams.
•    Provide proactive support to operational credit vetting teams, identifying and resolving issues before they escalate.
•    Ensuring compliance with credit risk policies
•    Revenue optimisation while helping to prevent/reduce fraud and bad debt impacts
•    Management of key stakeholder relationships, aligning with CFU strategies and plans
•    Provide guidance on end-to-end process or system management,
•    Provide proactive support to operational credit vetting teams, identifying and resolving issues before they escalate

What you’ll be doing – your accountabilities

•    Continuous improvement of Credit Risk end-to-end related processes across key order journeys and flows for both BT & EE
•    Represent the department on strategic projects independently, making recommendations for approval to the line manager.
•    Create, drive, and deliver business planning for local initiatives affecting Credit Referral operations.
•    Act as a point of contact for projects and initiatives led by Credit Referrals third-party vendors.
•    Plan resource requirements for new projects/initiatives and coordinate with operational teams for necessary changes.
•    Ensure smooth onboarding of profitable customers, both new and existing
•    Provide necessary reporting and analysis for BT and EE acquisition and churn 
•    Provide risk support, guidance and insight to line manager 

The skills you’ll need to succeed

•    Ability to identify core issues and consistently pioneer new approaches and ideas.
•    Effective stakeholder management, working to drive change across several different CFUs
•    Knowledge of MS Office based products (Excel, PowerPoint, etc), SAP, and Credit Reference Agency products (Equifax, D&B etc)
•    Data analysis and reporting
•    Agile – Can work across multiple projects and initiatives simultaneously. Delivers quickly and with a high level of quality and accuracy.
•    Communication, negotiation and influencing skills to develop and maintain relationships both within Credit Risk and across the business solving – able to provide recommendations on key risks and issues as they arise to CRL management team and wider stakeholder groups
•    Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)

Experience you’d be expected to have

•    Delivering change in challenging and fast-moving environments – mandatory
•    System development - mandatory
•    Managing stakeholders – mandatory
•    Credit risk principles – mandatory

Additional allowances and benefits 

•    Bonus

•    Health Insurance

•    Cafeteria

•    Smart working allowance

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.
 

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.