BT Contract Subject Matter Expert in Kuala Lumpur, Malaysia

Unit Presentation:

Contract Delivery Shared Service (CDSS), is the Shared Service of choice of BT supporting Lead to Cash (L2C) business processes. CDSS is a global organization of 1000 staff globally including 160 in Malaysia supporting: Customer Service Request Management (from request handling to quoting, ordering and delivery tracking) and Commercial Operations (Inventory Management, Cost Control, Billing etc.).

Purpose Of Role:

To provide functional leadership of one or more Customer Service functions, provide coaching and mentoring to Advisors from a functional perspective. Act as the champion of a specific area/ subject within Customer Service and present Customer Service capabilities to our customers. Take ownership of changes to processes and the communication of changes through training.

Key Responsibilities:

  • Has specific domain knowledge of one or multiple Customer Service areas

  • Acts as a change agent within CBS operations to enhance and improve business process

  • Has in-depth understanding of a specific CBS Operations function, including relevant metrics, SLA, targets and required behaviors.

  • Delivers functional training and work closely with Training manager/ trainers in the delivery of the training

  • Takes ownership of SLAs for his/ her teams

  • Able to challenge existing processes and recommend improvements. Has the ability to communicate and convince others to adhere to process changes and improvements

  • Identifies areas for process improvement in their respective functional area and provide inputs to business efficiency and transformation activities

  • Maintains a central repository for all documents and process flows


  • Degree level education (minimum 3 years college education)


  • In depth knowledge and understanding of specific customer service process(s)

  • Has worked in a similar operational environment in telecoms sector

  • Understands operational metrics and SLAs

  • Has track record or ability to provide coaching to a team and support to team manager.

  • Creates relevant business process documentation

  • Competent in in Windows based tools. (Outlook/Word/Excel/PowerPoint)

  • Deals with escalations and complaint handling

  • Works well in a team and in a diverse and fast-paced work environment

  • Follows a standard operating model and governance

  • Takes ownership if tasks assigned and complete them on time. Knows when to escalate issues

Job: Customer Service and Contact Centres

Title: Contract Subject Matter Expert

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

Requisition ID: 67389