Brief overview of CDS :
CDS Gurgaon operations is being setup to provide back office contract management functions. CDSS staff in Gurgaon will support the contract managers and business managers by providing back office services in the following 8 service towers:
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Service Request Management: - Dealing to provide new /modify/cease the any service to the BT customer. SRM is revenue generation engine wherein we deal with customer orders to grow our revenue E.g. Customer order 1000 telephone line for their new site or cease 500 existing telephone lines
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Billing: - Once the service request is completed it goes to the billing team to charge the invoice on monthly basis. Complete, accurate and timely invoicing is critical for customer payment and BT cash flow
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Commercial Inventory Management: - This Tower keeps the check of cost hitting the contract from various suppliers and validates the cost v/s revenue to keep the health check of the contract
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Resource Reconciliation: - This tower manages the cost of labor( Baseline) charges for people working on a contract like contract managers, Engineers, Technical designers, sales team etc
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Third Party Contract administration: - Under this all activities related to third part suppliers to BT are covered. E.g. third party cost, payments to suppliers etc.
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Query management: - Here all customer queries related to invoice or orders are dealt
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Adhoc: - These are customer or inter BT management requirement asking for different reports related to all other tower. These reports are not part of planned activities
Contract Obligation:- Monitor all the BT contracts with end customers to ensure that BT fulfills all the contracted customers requirements.
Role Title:
Associate- CDS Operations
Typically reports to
Team Manager- CDS Operations
(role):
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Purpose Of Role:
Contract Delivery Services 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.
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
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.
Qualifications:
- 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)
- Knowledge on telecommunication and under the basic terms
- Able to work under pressure and manage his day to day deliverables with minimum governance
Skills/Experience:
- 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.
