Associate- CDS Operations

About BritishTelecom(BT):
The way communications is changing the world is one of the most significant forces of our time. And we believe the business were in is transforming the future for the better.
When we laid the first telephone lines, we started a technology revolution. These days, life and work is built around being connected. That's why we never stop improving our network. And why we want everyone to benefit from our investment in fiber.
Through us, millions of people in over 170 countries connect with friends and family, and have a universe of information and entertainment at their fingertips. For businesses large and small, were the infrastructure that helps them work more productively and compete in global markets. We underpin everything from economic growth to many of society's essential services.
Every day, our 110,000 people use their expertise to build on our networks capabilities, explore the latest technologies, and create new possibilities, across the globe.

Website: http://home.bt.com

Profile Offered: Associate- CDS Operations (US shift & 5 working day (SAT/SUN fixed off))

Course Specialization: Graduate

Target Batches: 2015- 2018 (Candidate should not have any standing backlogs)

CTC Offered: 3.5 Lac per Annum

Job Location: Gurgaon

Process overview:

Contract delivery shared service delivers critical business functions for BT's large and complex tier 4 & 5 contracts. A CDS associate is required to carry out the processes which includes delivery functions like service request management, order management, project management and commercial management. Achieving required quality parameters and on time deliveries - exceeding or meeting the SLA targets. Be able to work independently on producing deliverables in each of CDS towers meeting the CDS RFT and personal targets. Be able to participate in CDS trainings and work under the floor operations management team in the defined operations framework. Be able to work and flexible in working in rotating shift environment to support global time zones and customers.

Business Impact:

CDS associate is the core of the operations working on producing CDS deliverables on a day to day basis. Primary interaction point for the BTGS contract and business management community. Primary responsible for carrying out CDS functions in a timely and accurate manner. Delay or poor quality on CDS associates activities will have a direct impact on BTGS cash flow, margins and CSAT.

Key Responsibilities:
• Managing the end customer deliverable (and in most cases speaking to the end customer) i.e. processing tasks including low complexity projects & order management, PO creation, commercial management in an efficient and accurate fashion for CDS customers.
• Taking complete ownership to ensure services are delivered within agreed timeline and standard.
• Working with internal and external supplier to meet the end customer requirement
• Formulate customer proposal detailing margin with commercial and technical documentation
• Collaborate with customer's technical team to understand the requirements and capture the complete requirement.
• Delivering low complexity services to end customer within agreed timeline
• Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion.
• Ensure all requests are handled within required service standard and completed against the agreed SLA's
• Establish and maintain effective working relationships with colleagues and customers alike.
• Maintain regular and consistent attendance, punctuality and appearance.
• Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning.
• Analyse and interpret financial statistics and other data and produce relevant reports.
• Adhere to stated policies and procedures relating to quality management.
• Understand the basic telecommunication terminologies and familiar with telecom network
• Think out of the box to deal with in-life process issues to meet customer SLA.
• Proactive approach and good in escalation management

Skill Set Required:

• Being able to work in a team.
• Being able to follow a standard operating model and governance.
• Being able to take ownership if tasks assigned and complete them on time, escalate early to the Operations management.
• Experience in working in a diverse and fast paced work environment

Qualifications:
• Minimum of two years' experience in either a UK Telecom, banking and/or finance role or international BPO experience
• Highly Numerate, good understanding of Microsoft Excel, excellent email writing skills
• Excellent written and spoken English.
• Minimum graduate level education.
• Competence in Windows based tools (Outlook/Word/Excel/Access)
• Exposure on delivery and order management
• Good knowledge on telecommunication and under the basic terms
• Able to work under pressure and manage his day to day deliverables with minimum governance

Interview Location: Gurgaon, Haryana.
(Please Note: Interview Date and Venue will be confirmed Post registration process is over)