Bt Openreach Jobs – Operational Performance

Job Description:

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Job Responsibilities:

• Role is critical in CSOP delivering key outcomes for engineering support including effective and high quality Diagnostic Centre of Excellence for 16,000 field engineers impacting field efficiency and customer success.
• Responsible for informing strategic system development strategies and working with CTIO for critical system failure and backup policies as well as strategic system investments to vastly improve the efficiency of the teams led.
• Accountable for the delivery of service across multiple sites, wholly accountable for leading a desk based team of up to 160 FTE with up to 8 operational managers as direct reports, with responsibility for Openreach engineering services nationally
• Lead a Network Analysis team that develops new or improved measures to understand network and line base performance using Service Layer dynamics, underpinning industry wide discussions on the future models for repair and provision
• Lead a Network Insight team that build on existing measures to identify operational improvement opportunities to improve customer service and operational performance
• Lead a Resourcing Insight team that develops modelling and analysis to drive skilling, recruitment and attendance decisions across both field and desk teams, identifying opportunities for operational improvements to customer service and efficiency.
• Responsible for Field and Desk Resourcing Insight and Network Analysis for Service Delivery, including identification of improvement opportunities in areas such as skilling, attendance and defining overall resourcing requirements.
• Operational lead for Service Delivery on strategic planning process that define resourcing (including recruitment and contractors) requirements to underpin commercial revenue forecasts and these form the operational baseline for Group Financial and Manpower Planning.
• Responsible for managing the recruitment programme for both field and desk teams within Service Delivery, including running assessment centres and delivering a world class new recruit training and onboarding process.
• Responsible for Service Insight and Planning to support delivery of both our regulatory Minimum Service Levels and Group Right First Time measures.
• Lead a Field Recruitment support team that works with HR and wider stakeholders to take the candidate pipeline through assessment, training and on-boarding, providing a world class experience for all new recruits and suitably trained recruits for our operational field teams
• Lead a Desk Resourcing and Skilling team that operational leads the delivery of all recruitment and training activity for the operational Desk teams in Service Delivery, including the enablers for transformation activity as part of the desk operating model
• Lead a Service Insight team that provides analysis to support our understanding of underlying drivers of MSL and RFT measures and identifies opportunities to improve or underpin delivery of these measures
• Responsible for operational ownership of scorecard actions and activity to underpin operational delivery to feed financial outcomes
• Operational lead in the development of quarterly operational strategic forecasts, working with Finance, HR and wider operational leadership to define resource plans and set service and financial expectations, including identification of risks and opportunities
• Role is critical in enabling key Service Delivery customer outcomes by delivering world class engineering support and customer journey management.
• Leading transforming provide strategic direction and vision across the 4 engineering support functions that will be known as Complex Engineering and Customer Journey Management owning complex customer journeys end-to-end so things flow smoothly and customers know what’s happening and fixing problems for customers so they get the service they deserve.
• Pan SD and Openreach for Scottish Highlands and Islands
• Capex investment ownership of £12bn for network build cost and investment

Job Requirements:

• Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.
• We’re a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses.
• And we’re on a mission – to make the country’s digital network services faster, better and more affordable.
• Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.
• So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today?
• You can read more here about working at Openreach.

Qualification & Experience:

• Negotiation, communication and interpersonal skills are required at peer, Director and Managing Director levels within BT, Client and Supplier organisations.
• Experienced and effective at collaborating and influencing at senior levels both internally and externally to achieve successful customer outcomes
• Financial acumen, a strong financial background is required, due to cost management, budget and P&L responsibilities.
• A true customer champion, with an unrivalled ability to truly transform customer experience, demonstrating real customer empathy in everything they do
• Pragmatic team player, adept at holding others to account through a challenging and supportive leadership style, whilst consistently delivering on their own commitments
• Dynamic leadership capability and vision to set strategic direction, with a proven track record in delivering high client satisfaction, productivity and people motivation.
• Transformational leadership capability with the ability to manage the highest levels of ambiguity when managing and creating an emerging business strategy and leading organisational change.
• Technical knowledge of complex telecoms networks and network technologies
• Ability to utilise insight in order to drive business decisions and outcomes– applying operational insight and excellent problem solving capability
• Brings creative thought to the table around risk mitigation and developing plans to leverage opportunities
• A deep understanding of Service Delivery’s operational and delivery processes
• Evidence of being a Solutions-focused and bold decision maker

Job Details:

Company: Openreach

Vacancy Type:  Full Time

Job Location: Leeds, England

Application Deadline: N/A