Job title: Fault Volume Reduction Lead
Business Unit: BT Wholesale
Joined: January 2004
I joined BT on the Fast Track leadership scheme in January 2004 and the progress since then has been incredible. I started out implementing various change initiatives within our customer service teams and, within three months, I was asked to head up a £44m service relationship with a major Mobile Network Operator. I then went on to head up the team designing and implementing an end-to-end fault forecasting process for Wholesale, and am now using that work to contribute to a programme which will cut 30% of core network faults from our business by March 2007.
There’s an increasing sense of urgency wherever you look in BT. I think the level of competition within the industry has perhaps made this inevitable, but working for a former monopoly which now regularly wins awards for innovation and vision makes for some pretty exciting times.
Day to day, I try and ensure I’m out with my teams and customers as often as possible so I can really understand the issues they’re facing. This makes for a fair amount of travel but the pay-off is that the job is hugely varied. There is a lot of senior exposure, with associated pressure to get key facts right first time, but also a genuine chance to influence major decisions.
If you build a strong reputation, and deliver consistent results, there is a constant stream of new initiatives that you can get involved in. It means there is never a dull moment, but equally means you need to be able to prioritise appropriately on the bits where you feel you can add the most value.