BT Contract Associate - MIS in Kuala Lumpur, Malaysia

Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT. Our vision is to create an organization that is fully aligned and integrated with the customer facing units (CFUs).

With a 10,000 people strong workforce, we help drive business growth, enhance profitability, optimize the cost base and provide competitive differentiation. We continue to serve BT’s customers – both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do.

Our aim to make GBS a brilliant place to work, day-to-day and as a long-term career. Our talent strategy develops our teams and helps us all to further our career aspirations and options across BT.

Kuala Lumpur, Malaysia

BT has been operating in Malaysia for around 20 years. Our hub in Kuala Lumpur launched in 2013 and is home to our colleagues working for the GBS organization. The hub has 180 people supporting Asia Pacific contracts, which include language capabilities like Mandarin, Cantonese, Japanese and more. Services offered here include Customer Service Request Management (from request handling to quoting, ordering and delivery tracking) and Commercial Operations (Inventory Management, Revenue Assurance, Billing, Contract Management).

GBS Kuala Lumpur was awarded Multimedia Super Corridor status by the government of Malaysia through the Multimedia Development Corporation. This recognition is awarded to information communications technology-enabled companies that use multimedia technology to enhance and improve their products and services.

Purpose of Role

To support GBS MIS tower for Tier4 and Tier5 global contracts. Work closely with Operations and Transformation managers to develop and produce GBS specific MIS reports that present GBS operational performance, create GBS dashboards and Service reports from GBS specific requirements and also provide contract specific MI reporting as per agreed contract specific SLAs.

Key Responsibilities

  • Understand functional, technical and operational aspects of the current MI reports produced for GBS contracts and holistically for GBS.

  • Work closely with Operations manager(s) to understand the functionality required in the GBS captive MI reports and contract specific requirements.

  • Design the technical details for building the MI reporting related to operational SLAs and volumetric for each GBS functional towers.

  • Develop the code, macros and related documentation for implementing the technical design.

  • Roll-out the reports into BAU operations.

  • Support on-going changes- in terms of enhancements or issue resolutions.

  • Work under the guidance of the Business Efficiency manager and other GBS management to provide point and tactical automation using Macros, Access etc to improve productivity of the team.

  • Escalate queries to a supervisor as appropriate, and ensure these hand-offs are completed in a timely fashion.

  • Ensure all requests are handled within required service standard

  • 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.

Business Impact:

  • GBS MIS associate is a key role in GBS operations since it provides MI reporting capability for all the work being carried out by GBS. These contract matrices and GBS performance on specific contracts are presented to key stakeholders and senior management within BTGS and BT Group management and senior executives including end customers. Lack of or poor quality of MIS work will impact CSAT, ability to conduct contract performance reviews, proactive escalation and issue resolution as well as hamper the business improvement of the team.


  • Graduate (minimum 3 years college level) education in Finance, Commerce, IT or MIS disciplines.

  • Highly Numerate, exceptional understanding of MS Excel, Pivot tables, MS Access and Macro

  • Good written and spoken English.

  • Competence in Windows based tools (Outlook/Word/Excel)


  • Exceptional Microsoft Office skills including Excel, MS Access, MS Word.

  • Knowledge of Visual Basic or C# and experience in making/writing macros using script is essential

  • Knowledge of SQL or any other database related technology and the creation, development and improvement of databases is essential

  • Knowledge and experience in the use, creation, development and improvement of SharePoint is essential

  • Knowledge of Oracle Business Intelligence would be an added advantage

  • Experience and competence in turning functional requirement into Technical design and into executable code in macros and at least one other programming environment.

  • Being able to work in a team as well as an individual contributor.

  • Being able to follow a standard operating model and governance.

  • Being able to work independently on MIS related projects (creating systems, automating work, process improvement, etc.)

  • Experience to create and maintain Standard Operating Procedures (SOPs)

  • 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.

Job: Customer Service and Contact Centres

Title: Contract Associate - MIS

Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur

Requisition ID: 95657