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Job Description and Job standards for CDSS Associate

Job Description
Associate- CDSS Typically reports to
Role Title: Operations (role): Team Manager- CDSS
Example job titles
Roles that typically covered by this role Associate, Team Member,
report to this role: None profile: Customer Service Agent
Purpose of the Role

Contract delivery shared service delivers critical business functions for BT’s large and complex tier 4 &
5 contracts. A CDSS associate is required to carry out the processes which includes commercial
functions like billing etc and operational functions like project managing service requests etc in a timely
manner while achieving required quality parameters - exceeding or meeting the SLA targets. Be able to
work independently on producing deliverables in each of CDSS towers meeting the CDSS RFT and
personal targets. Be able to participate in CDSS 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

 Handle back office (and in most cases speaking to the end customer) processing tasks
including reconciliations, commercial management and transaction processing in an efficient
and accurate fashion for CDSS customers
 Follow through tasks and take ownership to ensure they are completed to the required
standards
 Delivering excellent customer service without compromising business needs
 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
 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
 Think out of the box to deal with in-life process issues to meet customer SLA

Business Impact

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

 Minimum of two years experience in either a UK Telecom, banking and/or finance role or
international BPO experience
 Experience of carrying out financial reconciliations- desirably in the areas of revenue and
commercial data
 Highly Numerate, good understanding of Microsoft Excel
 Excellent written and spoken English
 Minimum graduate level education (3 Year degree course)
 Competence in Windows based tools (Outlook/Word/Excel/Access)
 A self starter and ability to manage their own work with minimal guidance
 Commercial acumen or project delivery capability

along with supporting the contract(s) which are assigned to you along with ensuring that Operational SLAs are met. . 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. Quality. RFT and Overall Operational SLA Support the Business · Escalate queries to a SME/ TM as appropriate. Use the table to see what’s expected of you. and processes ensure these hand-offs are completed in a timely fashion · Seek guidance form the SME in case of any query or issue and resolving the same at the first hand · Remain connected with the Customer. Empathise with the needs of BTs customer to ensure all reasonable requirements are fulfilled and Keep Customer Informed · Communicate the change timely and accurately · Proactively discuss bottleneck/ challenges with the Service manager or Business Manager Managing Risk · In case of mistake accept the error and work towards putting up measures in place to avoid such mistakes in future · Take end to end Accountability of the work and create Less/No dependency on other teams for managing work · Recognize process improvisation ideas which can Delivering Value generate savings or value add to the existing process · Identify opportunities for picking up more work in the contract and thus showcasing efficiency BT Code Effective Governance • Ensure personal leaves and sick leaves are accounted of using the ELX system Conduct · Ensure all annual leaves for more than 2 consecutive days is planned d at least 15 days in advance and approved through the line management using ELX. activities and tasks associated with the contract Understanding CDSS · Be active participant at the time of training and keep Work stream a track the completion of all the topics/activities of the contract · Make yourself aware of the contract specific KPI & SLA Getting · Perform as per activities and deliverables defined for the work the contract done · Follow through tasks and take ownership to ensure they are completed to the required standards · Meet Operational Performance targets for On Time Delivery. I am responsible How to do it for: Learn the · Understanding how we work and how we perform Work contract management · Get the complete understanding of the contract assigned. Use these standards alongside the objectives and Key Performance Indicators (KPI) which are described for this role. escalate early to the Operations management  Experience in working in a diverse and fast paced work environment Job Standards – What I will do and How I will do We have clear and consistent standards for all Associates across BT CDSS.

This includes limiting usage of mobile phones to break hours. Any other access may only be made on receipt of additional authority in accordance with BT Information Security. 2. To access. To ensure that the job holder (and his/her team if applicable) is made aware of the need to safeguard sensitive customer information.through formal training available material Developing Skills and learning from one another · Ensure 100% completion of mandatory training activities · Gain expert level understanding of CDSS functions MEASURES What are the measures that will help me and my manager know how I am doing? On time Delivery – 100% Right First Time – 99% Quality – 99% 0 escalations 100% On time and accurate delivery of operational reports GIR. Team. Security. GSR and MI 0 unbilled 100% credits approved by BM and should pass through standard CDSS credit control process 100% SRs delivered on time. so that customers perceive BT to be a trustworthy organisation. break timings adherence. . Safety. 100% of the customer queries answered within 24 hours of being received. reflecting the contracts and programmes supported and are submitted by close of business each Friday. use or disclose customer information only when needed for the job in accordance with BT’s Security Policy. limiting noise during discussions so that other occupants of the floor are able to work properly · Month End MI activities should be completed on time and accurately (GIR. Pride Self · Ensure a quality personal development plan (PDP) Developme is in place for you and recorded on e-Performance BTPS nt · Leverage the tools and trainings available to learn and grow . GSR and other contract specific trackers and presentation decks) Promote · Actively Participate in brainstorming and best practice Team Work Being a Team Player sharing sessions and participate in learning from each other in the team · Drive and promote a healthy work environment and encourage display of CDSS values: Promote CDSS Values Customer. To ensure the health and welfare of the job holder (and his/her team if applicable) in accordance with BT’s Health & Safety policy. Honesty. · GS Clarity Time recording is completed accurately. Mandatory Job Standards of the Job Holder THE REGULATORY OR LEGAL REQUIREMENTS THAT ARE APPLICABLE TO THE ROLE 1. Missing contracts/projects must be reported immediately for remedial action · Ensure floor decorum is maintained on the operations floor at all times. Change.

fair trading and competition rules and have an awareness of the BT Code of Practice relating to their work sufficiently to be able to comply with them. Ensure that BT’s code of conduct is fully referred to http://humanresources.intra. 5. The job holder will understand the regulatory.com/conduct/cstandards/10910. Two Way Performance Deal we have a clear and consistent two way performance deal for all employees. References/ Annexure BT Capabilities BT Capabilities . 4.3.bt. relying on their own knowledge or on their ability to recognize when they will need specialist support. Competition.