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 BTs 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
 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

Job Standards What I will do and How I will do

We have clear and consistent standards for all Associates across BT CDSS. Use the table to see
whats expected of you, along with supporting the contract(s) which are assigned to you along
with ensuring that Operational SLAs are met. Use these standards alongside the objectives and Key
Performance Indicators (KPI) which are described for this role.

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, 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, Quality, RFT and Overall Operational SLA
Support the Business
Escalate queries to a SME/ TM as appropriate, 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.
 GS Clarity Time recording is completed accurately;
reflecting the contracts and programmes supported and
are submitted by close of business each Friday. Missing
contracts/projects must be reported immediately for
remedial action
Ensure floor decorum is maintained on the operations
floor at all times. This includes limiting usage of mobile
phones to break hours, break timings adherence, 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, 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, Team, Honesty, Change, 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 - 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, GSR and MI
0 unbilled
100% credits approved by BM and should pass through standard CDSS credit control process
100% SRs delivered on time.
100% of the customer queries answered within 24 hours of being received.

Mandatory Job Standards of the Job Holder

THE REGULATORY OR LEGAL REQUIREMENTS THAT ARE APPLICABLE TO THE ROLE

1. Safety. To ensure the health and welfare of the job holder (and his/her team if applicable) in
accordance with BTs Health & Safety policy.
2. Security. To access, use or disclose customer information only when needed for the job in
accordance with BTs Security Policy. Any other access may only be made on receipt of
additional authority in accordance with BT Information Security. To ensure that the job holder
(and his/her team if applicable) is made aware of the need to safeguard sensitive customer
information, so that customers perceive BT to be a trustworthy organisation.
3. Competition. The job holder will understand the regulatory, 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, relying on their own knowledge or on their ability to recognize when they
will need specialist support.
4. Two Way Performance Deal we have a clear and consistent two way performance deal for all
employees.
5. Ensure that BTs code of conduct is fully referred to
http://humanresources.intra.bt.com/conduct/cstandards/10910.

References/ Annexure

BT Capabilities BT Capabilities