BT Team Manager 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 organisation 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, Revenue Assurance, Billing, Contract Management etc.).

Purpose of the Role:

The role holder is primarily responsible for the management of a complex product functional area. He/she manages, leads and motivates a team of customer service or operational billing team members dealing with complex products. Products or services are generally likely to be well established with established processes. Non standard products and/or frequent external customer contact is likely to be a feature of this role. Could involve some general scripting with a range of options but where initiative is required to chose the most appropriate from a range of options. Could be responsible for resource planning to meet work volumes to ensure team meets commitments and key KCI points are met, with objectives around meeting financial, people and customer targets.

Key Responsibilities:

  • To own the customer relationship through a team of team members.

  • To demonstrate good knowledge of BT products and processes across functions and their customer base.

  • To build and maintain internal relationships across own organisation and, where appropriate, the wider unit.

  • May be involved in providing information at a local level with trade unions.

  • To demonstrate awareness of BT’s strategy and good knowledge of unit strategy.

  • To act as coach on a range of products and techniques for dealing with customer issues at each stage of the customer interaction.

  • To ensure compliance targets are met for own team and to meet people related targets.

  • To communicate operational plans as it applies to the team, report on productivity and other measures as required.

  • To act as the first escalation point for customer complaints and retain ownership until resolution.

  • To be responsible for resource planning and capability matching within their team.

  • To own and develop the Customer Relationship with their designated customer-base and to deliver excellent customer satisfaction.

  • To own the customer relationship at "peer level" or higher within the customer organization,

  • To manage Service Delivery and Reporting, as well as to build and enhance a mutually beneficial relationship.

  • To meet all people management related targets


  • Typically Bachelor of Business Administration, Economics, or equivalent


  • In most cases, requires experience as a line manager in a service / billing environment, excellent coaching skills and experience of dealing with performance issues.

  • Good knowledge of product area; what it is, does and how it is delivered to the customer, also how it fits with other products.

  • Could require a significant level of customer business awareness and a thorough understanding of products appropriate to the customer base, billing / credit management.

  • Customer management skills.

  • Good IT / Communication competencies in one or more field, to provide the necessary guidance and input during customer service impacting issues.

  • Ability to represent the unit with local trades unions.

Job: Customer Service and Contact Centres

Title: Team Manager

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

Requisition ID: 71847