BT Senior Operations Leader Cash Collection Italy in Budapest, Hungary

The Specifics:

The Team: Group billing collections

Contract Type: Permanent

Work Schedule: Normal working hours

Home office opportunity: Yes, depending on further agreement

What you'll be doing:

As Senior Operations Leader Cash Collection Italy, you will be in charge of:

  • The role holder will be responsible for the leadership, management and performance of the SME Collections Teams Italy. It will include in the below responsibilities: Deliver cash collection service in SME markets across Italy and respectively to LOB targets. The role will include the implementation of the BT Group Strategy, Dunning, System and Process alignment. The role holder will drive performance to ensure that targets will be met against the LOB working Capital cash flow requirements. The role holder will be required to deliver SME cash collection services against scorecard and KPI measures whilst delivering value for money to the business and providing a first class service to their customer base. The post holder will be expected to run a high performance culture across his teams in Palermo and Budapest and is required to motivate, and lead all SME teams to deliver optimum performance. He/she will play a key role in coaching his team leaders to create synergy between the teams, in order to enhance the performance level and improve the processes. Through regular feedback, guidance, coaching and employing Continuous Improvement his effort will remove waste, inefficiency and upstream constraints. Through robust and professional management he/she will work collaboratively across Group Billing and Collections and other lines of business in a multi-cultural, multi lingual environment. The Senior Ops Collection will ensure that Collection Operations are efficient and that they conform to the principles and processes of the business. He / she is responsible for reviewing the KPI that monitor Collection operational efficiency and how this contributes to and/or impacts cash performance. This may involve the collection process efficiency and quality management as well as any projects contributing to collection process improvement and developments. In addition, he/she will attend the key stake holders meetings such as local CLT and present debt analysis trends including KPI and update related to strategy and process improvements.

  • To lead and create brilliant the teams • Management, recruitment and deployment of appropriately trained staff with the right attitudes, behaviours and the skills and experience required to manage customer relationships and collect debt. • Motivation and engagement of the teams to aspire excellence • Provision of strong, visible leadership and setting of direction, stretching goals and targets • Management of teams training, coaching and development, challenging leadership in action • Build tactical and strategic plans to implement strategy • Support improvement in enquiry handling processes and tails to deliver achievement of the cash collection results whilst driving down overdue debt. • Determination and spreading of best practice related to leadership within GS International Collections. • Implementation of Performance Management standards to raise contribution and deliver business results • Mitigation of risk through design and implementation of Controls to meet SARBOX standards

  • Providing effective direction • Define Job description and objectives and manage development • Explain contribution to BT’s success and the role Team Leaders and Team Members play as an individual. • Delegate authority, training and tools to Team leader where required. • Simplify and speed up the way of working, removing barriers that prevent people from doing their job efficiently • Build and manage processes in alignment with BT strategy and Credit Management Policy

  • Championing BT’s strategic objectives • Drive the team to meet the business goals, and manage changes • Champion BT’s strategic objectives and senior manager decisions • Align objectives with BT cost transformation strategy • Align objectives with BT Customer first strategy • Support business case, forecast and investment proposal • Build and manage business Continuity plan • Provide business support and consultancy during system transformation

  • In addition, lead contribution to key Group Billing and Collections programmes, including: • Implementation of Continuous Improvement & Renaissance • Development of Right First Time plans as identified from RCA

  • Performance management • Implement the Key performance indicators and quality targets • Secure Key performance Customer Satisfaction target ( NPS and Customer Thermometer)

We'll also need to see these on your CV:

Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements

  • Focusing on the objectives and the required outcomes of the processes during delivering a service

  • Working with a cooperative and positive attitude in a group settings to achieve common goals

  • The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience

  • Ability to comprehend and to systematically organize the various aspects of a problem or situation

  • Taking the responsibility and takes care of the consequences of making a decision

  • Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation

Professional skills:

  • Fluent Italian and English languages imperatively

  • Strong Communication and negotiations (verbally and written)

  • Commercial experience in an International global environment

  • Self-sufficient, innovative, customer connected

  • Hard working, results oriented, team player with a credible track record of successful credit management

Language skills:

  • English on a fluent level

  • Italian on a fluent level

Find out more about the most attractive service centre of Hungary

Our efforts to become a really good place to work have been honored with the following awards:

  • Most attractive employer, SSC sector (2017)

  • Family-friendly Company (2012, 2014, 2016)

  • Best University-Business cooperation of the year in CEE (2017)

  • Best SSC in CEE region (2016)

  • Best Shared Service of Excellence in Hungary (2015)

  • Diversity Ambassador Employer (2015)

Create and submit your application by clicking the Apply Online button below, or find a better match from our live vacancies for you!

Job: Customer Service and Contact Centres

Title: Senior Operations Leader Cash Collection Italy

Location: Hungary-Budapest-Budapest

Requisition ID: 94631