HR Ops. Advisor 3

Job Description

Recruiter: Saloni Khandelwal

Hiring Manager: Megan Smallwood

Career Grade: F

Location- Kolkata

Why this job matters:

The Contingent Aftercare Advisor is crucial for BT's operational success and talent management strategy. By managing extension processes and providing timely support to stakeholders, this role ensures operational continuity, optimises talent management, strengthens stakeholder relationships, ensures compliance, drives efficiency, and supports business growth. The Aftercare Advisor will be pivotal in ensuring the seamless integration of contingent workers into the organisation. In summary, this role plays a vital role in BT's contingent workforce management, contributing to its overall success and competitiveness in the telecommunications industry.

Key Responsibilities:

• Extension Management: Oversee the extension process for contingent workers managed through Fieldglass, ensuring timely and accurate processing of extension requests. Collaborate with managers and suppliers to gather necessary information and facilitate contract extensions as needed.
• Collaboration with Stakeholders: Work closely with hiring managers and approved suppliers to coordinate extension requests, negotiate terms, and finalise contracts.
• Provide support to stakeholders by addressing their finance queries and ensuring timely resolution of issues related to invoicing, payments, and financial reporting.
• Maintain effective communication channels to ensure alignment and timely resolution of extension-related issues.
• Ad-Hoc Query Support: Serve as a central point of contact for ad-hoc queries related to contingent worker management. Respond promptly to enquiries from managers, suppliers, contractors, Finance, and HR, providing accurate information and guidance to address their needs.
• Issue Resolution: Address and resolve contingent worker queries and issues in a timely and efficient manner. Investigate root causes, escalate as necessary, and collaborate with relevant stakeholders to implement solutions and prevent recurrence.
• Documentation and Record-Keeping: Maintain accurate and up-to-date records of extension requests, contracts, and communication logs. Ensure compliance with company policies, procedures, and regulatory requirements in all documentation and record-keeping activities.
• Continuous Improvement: Identify opportunities for process improvements and efficiencies in extension management and query resolution. Proactively suggest enhancements to systems, processes, and workflows to optimize performance and enhance stakeholder satisfaction.
• Contractor Relationship Management: Foster positive relationships with contingent workers and suppliers to ensure a collaborative and supportive environment. Address any concerns or feedback raised by contractors and suppliers, and work towards mutually beneficial resolutions.

Skills:

• Strong stakeholder management: Effective communication is essential for collaborating with stakeholders, including managers, suppliers, contractors, Finance, and HR. Clear and concise communication ensures that queries are understood and resolved promptly.
• Attention to Detail: The role involves managing extension requests, contracts, and documentation, requiring meticulous attention to detail to ensure accuracy and compliance with policies and procedures.
• Problem-Solving Abilities: The ability to identify and resolve issues efficiently is crucial for addressing queries and concerns raised by stakeholders. Strong problem-solving skills enable you to investigate root causes and implement effective solutions.
• Organisational Skills: Managing multiple tasks and priorities simultaneously requires strong organisational skills. Being able to prioritize effectively and manage time efficiently ensures that extension processes and query resolution are handled in a timely manner.
• Customer Service Orientation: A customer-centric mindset is essential for providing support to managers, suppliers, contractors, and other stakeholders. Demonstrating empathy, patience, and professionalism in addressing queries contributes to a positive experience for all parties involved.
• Technical Proficiency: This role uses systems such as Fieldglass or similar Vendor Management Systems (VMS), so being tech savvy is necessary for managing extension processes and accessing relevant data and information. Familiarity with Microsoft Office Suite and other relevant software applications would be beneficial.
• Teamwork and Collaboration: Working collaboratively with internal teams, suppliers, and contractors requires strong teamwork and collaboration skills. Building positive relationships and fostering effective partnerships contribute to successful extension management and query resolution.

Experience:

• Stakeholder Management
• Problem-Solving
• Proactivity
• Analytical mindset
• Ability to learn quickly / willingness to learn

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 Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.