Job Description

Why this job matters
The Senior Service Governance & Insights Manager leads the BT Group's development of insights and analysis to drive Service improvement that creates and deepens customer value whilst mitigating Service risks and ensuring stringent alignment with regulatory and non-regulatory compliance standards and expectations.
What you'll be doing

• Process owner for the GBS Capacity Planning, Forecasting, Scheduling and real time WFM services for CSS area
• Responsible for driving and managing the planning KPIs in CSS area. Tracking, fixing leakages and ensuring streamlined delivery
• Management of MTP plans, TLR variance and resources across core GBS sites in India, hiring and training plans, transition of new demand
• Stakeholder management at Senior Manager, Director and MD levels within GBS, Consumer and Enterprise
• Acts as the single point of contact and ownership of the governance in which all volume and contract demand from the trading units are validated for quality, and budget alignment and authorized for inclusion in the WFM service planning.
• GBS WFM lead on the introduction of new CFU tools and transformations for Planning, Scheduling and Real Time services across GBS contact centre services
• Responsible for process improvement, standardisations and driving efficiencies across WFM contact centre services and wider WFM processes including operations
• Managing the proposals and TLR sizing's for incremental business, ramp ups and transitions from WFM aspects
• Responsible for the overall GBS WFM Transformation strategy and plan. Leads the implementation of continuous improvement opportunities to improve the WFM governance, insights & analytics.
• Lead and manage WFM team in CSS ~50 TLR. Mentors, coaches, and manages the team to develop current and future team capabilities and ensure performance.
• Operates as an SME within WFM field of expertise, contributing to the overall capacity planning, resource management, scheduling and real time assurance strategy
• Manages accountability for set aspects of the WFM Service Governance & Insights function.
• Leads the implementation of WFM framework that shares leading practices on team model designs, tools, and governance for best operational support

The skills you'll need
End-to-end Workforce management practices
Regulatory Compliance
Continuous Improvement
Problem Solving
Service Level Agreement Management
Risk Management
Commercial Acumen
IT Operations
Strategic Planning
Data Analysis
KPI/Metric Monitoring
Service Governance
KPI/Metric Design
Business Process Improvement
Talent Management
Decision Making
Growth Mindset
Process Design
Performance Management
Inclusive Leadership
The skills you'll need
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands - BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK's largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required