Amish Agarwal

Operations Manager, Amish, goes into detail about his role, along with what he and his team do to ensure the right information goes out to our customers

What does your day-to-day role consist of?

My Operations Manager position is a very dynamic role, each and every day is different with varying initiatives across our teams, and I enjoy the diversity of the role. In Asset Inventory Management you are constantly working with various parts of the business, suppliers and other stakeholders. I believe if you love what you do then you are lucky; it is not so much of a job, but more of a passion. Bringing people together and demonstrating the power of collaboration across the business is absolutely critical.  Whether it be looking at resourcing models or implementing new emerging technologies – our people are at the heart of everything that we do.

How has BT supported your career to date?

My career started here as a Service Request Manager to manage one of the key global accounts in BT under the Lead to Cash (L2C) cycle in 2013. My role was quite challenging with good learning opportunities, and involved alongside working with technical delivery teams, suppliers, commercial teams, and project managers, to ensure we deliver as per customer expectations. I’ve had several roles since, from Subject Matter Expert, to Team Manager. These included setting up end to end lead of cash contract functions for customers, whilst working within the 24x7 networks operations centre service desk. Currently, I am leading the asset inventory centre of excellence within commercial delivery management. 

BT is full of opportunity for those who want it, as well as being part of a huge organisation with multiple functions. I have found that my leadership team are extremely focused on personal development so that you can make the most out of your career in BT for the benefit of yourself and the company.

What’s been your favourite project to work on so far and why?

There have been many projects, which my team and I have handled. All of these projects are accomplished with great standards. The most exciting project that I have been part of is the Global Network Uplift (GNU), for one of our customers. I was responsible for the entire design and quotation, as well as making sure we deliver as per the customer agreement. It wasn’t easy but with sufficient guidance and leadership, we were able to successfully deliver what was planned.

What impact does your work have on the business and/or customers?

Our team is accountable for customer inventory, making sure the right information goes into our BT tools as part of digital enablement for our customers. We’re keeping the inventory up to date for our customers so that they will be correctly billed for the services they buy from us. We also play an important role in avoiding revenue leakages and have real time data available for our stakeholders. Our focus is to engage with customers directly and aim to deliver differentiated customer experiences, compelling solutions, and enabling insight driven optimisation of customer services.

Are you part of any professional groups or networks?

Yes, I am. Professional networks are hugely important. They help with building long-term relationships with other industry professionals outside of your work, making you more visible – all of which is essential in building your career. I am part of my university alumni group where we have other industry professionals working in similar functions, who share their experiences and promote a career in the corporate functions for fresh graduates.

What would you say to someone considering a career with BT?

I would recommend having an open mind and be passionate about what you want to do within BT. Also, I strongly believe “Our greatest weakness lies in giving up. The most certain way to succeed is always to try just one more time”.

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