BT Contract Associate - SRM in Kuala Lumpur, Malaysia

Contract 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 back office contract functions in a timely and accurate manner which includes activities related to Inventory Management, Resource Reconciliation, Third Party Contract Administration, Billing & MI. Delay or poor quality on their activities will have a direct impact on cash flow, margins and CSAT

Purpose of the Role

The role holder is principally responsible for managing CDSS internal and external customers’ service requests. An SRM will be responsible for managing CDSS customers’ requests, including pricing and ordering activities. The role holder will act as point of contact across Account, Technical Design and Delivery teams.

SRM is typically responsible for existing customers’ contract in-life quoting and ordering requests, sending proposals both to BT Internal and external customers and to keep relevant Request Management tools up-to date.

The role holder is responsible to place all the orders in a timely manner, as per contractual SLAs, on BT and 3 rd parties ordering tools.

SRM must have a wide knowledge about BT Product Portfolio, how to price and order the products which are in scope of the requests. They must be able to categorize incoming requests as per their complexity level. SRM must keep proper track of their request in BT Internal tracking tool, they must provide daily, weekly, monthly updates to their stakeholders about requests’ life cycle in the L2C process.

Key Responsibilities

  • To manage existing CDSS internal and external customers’ request for pricing

  • Receive and long incoming request

  • Raise pricing request in appropriate BT or 3 rd party pricing tools

  • Create Price offer sheet as per pricing guidelines

  • Keep BT Internal tracking tool up-to date with customer general and technical information

  • Keep respective Request Manager tool up-to date

  • Create Proposal upon receipt of customer approved Pricing Sheet

  • Keep agreed SLAs

  • To manage existing CDSS internal and external customers’ request for ordering

  • Receive and long incoming request

  • Validate customer requests as per clean order check

  • Raise order in BT Internal or 3 rd party ordering tool

  • Follow up order till the end of its life cycle

  • Act as a point of contact for Account, Technical Design, Bid Management, Bid Implementation Management and Service Delivery Teams


  • Typically Bachelor of Business Administration, Economics, or equivalent


  • 2 year experience in relevant L2C operations

  • Experience in Customer Service Management is an advantage

  • Fluent English is a must, another Asia language is an advantage unless it is specified as a must

  • Good knowledge of MS Office Applications

  • High level of accuracy

  • Good commercial sense

  • Excellent problem solving skills

  • Team player

Job: Customer Service and Contact Centres

Title: Contract Associate - SRM

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

Requisition ID: 85437