Customer Operations Lead

**About BT**

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
- About the roleThis role is strategic and drives operational excellence supporting Global’s revenue and EBITDA ambitions and is measured by key metrics aligned to a balanced outcome of customer experience (NPS), KPIs (SLAs), financials (service credits, revenue impact of WIP and pipeline) and enablement of the Operations strategy.

World-class operational performance is critical to retaining, developing, and growing our business. The role holder will bring together different Global units to resolve complex challenges and enable the delivery of improved customer experiences.
- The role ensures the delivery of contractual outcomes through several strategic initiatives, Accountability for the identification, management and resolution of systemic issues will be a key deliverable of the role and is critical to our success- Job RequirementsEnsuring the delivery of an excellent in life customer experience, within a single customer, or a portfolio of customer accounts, through co-ordination and collaboration with the associated Operations Delivery teams to meet commitments and expectations of the customer.

The ability to ensure momentum through these operational units and navigating and engaging with our wider internal suppliers to ensure alignment and commitment.

The role holder will have excellent working relationships with all the parties involved in a successful customer outcome, this includes the customer and the front office, identified as the operational lead in the process of turning a sale into an in life and sustainable capability.

Internal relationships to guide and influence the ability to deliver against commitments where difficulties occur and resolving ambiguity and finding solutions to unique problems whilst balancing sometimes conflicting agendas.

As the operational gatekeepers for the win new business process, the role holder will be accountable for ensuring we stay aligned to Global and Operational strategies in line with the desired business outcomes.
- People are at the core of everything we do, and their well-being and development is a key element to this role and operational excellence- Accountabilities- Relationships - Develop strong, influential relationships with people from a variety of backgrounds, nationalities, and professional functions.
- Continuous Improvement - Able to identify and deploy key business improvements to drive benefits and cost efficiencies
- Challenging Thinking - possesses a transformation mind-set that challenges current thinking and the status quo
- Operational excellence - You identify and work with the units to resolve service delivery gaps to make sure our service and results are exceptional.
- Leadership - Empower and inspire your teams to unlock their potential and build successful teams across different settings.
- Give specialised advice - You provide guidance and counsel on complex and unfamiliar situations, often involving risk and emotion.
- Systems thinking - You consider different perspectives, the organisational context and behaviours and the links between structure, people, process and technology to make sure we succeed
- Data analytics - You drive a data mindset in the organisation, coordinating and establishing the development and use of data analytics to make decisions.
- Responsibilities- Enable revenue growth and improve EBITDA by driving operational excellence
- As the operations representative into the business we partner with customers and the front office verticals to build a deep relationship and understanding of the business goals.
- Use the insights we gain from operations, customers and other teams to drive the development of product, delivery, and service strategies.
- Manages and holds business units (across BT) accountable for delivering in line with desired outcomes
- Accountability for the win business operational commitments through the agreed process is achievable and in line with Global strategic intent.
- Identify and lead the improvement process to drive systemic issue resolution
- Coordination and sponsorship of executive escalation, management, and engagement that requires high level intervention
- Experience required- Senior level IT service operations leader,