International Billing: Operations Associate

Why this job matters

The Service Delivery Advisor 2 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with some supervision.
• To be able to achieve billing targets, thereby delivering excellent standards of customer service 
• To have a detailed understanding of the systems and processes required to support the team. 
• To have a commercial and financial understanding of any implications resulting from operational delivery. 
• Support the wider team and managers with any ad hoc tasks required to run the team, ensure timely reporting 
• Manage customers, suppliers, and internal stakeholder relationships.

What you’ll be doing

• BAU core Billing, day-to-day operations 
• Support the delivery of effective processes and lead on improvements 
• Executes daily, weekly, monthly tasks to ensure operational delivery. 
• To monitor and deliver against key metrics and KPI’s 
• Plays a key role in regular coaching and training.
• Help to support the implementation of any changes within the team 
• Lead on the discovery of root causes and provide long term solutions in process and system or stakeholder discussions
• Support the operational team with customer engagement initiatives or escalations. 
• Where applicable, to ensure the safe handling of monitory transactions into and out of the business unit. Including any reporting related to reconciliation of work undertaken. 
• Apply oneself into the unique environment in which our business operates to advice, guidance and decision making 
• Keep your knowledge up to date of internal and external regulatory standards, audit, and legal requirements. Be accountable for compliance with BT Policy as well as local regulations and legislations. 
• Comply with BT security policy, standards, baseline, and procedures 
• Complete all mandatory security trainings timely and successfully
• Italian Communication skills required (oral & written).

Skills required for the job

• Italian communication skills required (oral & written)
• Good acumen to understand the fundamentals of billing along with a broad understanding of the entire Lead-to-Cash journey
• To act as a role model for the operational team in respect of daily duties. 
• Be able to manage and help resolve complex issues or other business impacting hurdles 
• Be able to work in a diverse environment
• Financial & commercial awareness 
• Pro-active approach to work with excellent time management skills, an ability to work well under pressure and achieve results under tight deadlines
• To be flexible in undertaking usual and ad-hoc tasks and time management. 
• Awareness and understanding of local or any relevant considerations (e.g., Legal, compliance, technical, cultural) 
• Ability to use a range of MS Office software, particularly Excel and Outlook and be able to effectively use main frame systems available. 

Experience you would be expected to have

• Experience in professional application of Italian language – written and verbal
• Experience in billing/collections/finance in a large operational environment 
• Experience working as part of a focused and professional team. 
• Be able to demonstrate a customer focused approach and delivery of excellent customer service 
• A record of accomplishment in delivering change and driving improvements across teams 

Connected leaders’ behaviour
• Customer Champion
• Collaborative partner
• Change agent
 
Key decisions
• Responsible for billing accuracy and completeness as per process exigency 
• Responsible for minimizing debt by improving billing accuracy, reducing enquiries, disputes, and credits

Qualifications:
Advance diploma or B1 in Italian language