Specialist 2 - Debt Management

Role

To manage daily debt system reconciliation, investigate and resolvedebt‑relatedcustomer queries, produce operational reporting, andidentifyopportunities to improve processes, controls, and system behaviour across Sky’s debt operations.

Key Responsibilities for this Role

Debt System Reconciliation & Reporting

• Perform daily debt system reconciliations, interpreting results toidentifyanomalies using system reports, historic data, and MI.

• Monitor,identify, and escalate issues arising fromintra‑dayoperational activity, customer assurance checks, andlong‑termtrend analysis.

• Produce clear, concise reporting and insights on system behaviour to support operational and businessdecision‑making.

Issue Ownership & Resolution

• Investigate and resolve issues with strong analytical thinking,maintainingownership until resolution.

• Identifyrecurring patterns, raise incidents, and supportcross‑functionalinvestigation and remediation.

• Usethe customer management systemand partner systems to interpret customer accounts and debt journeys, ensuring clarity, accuracy, and adherence to expected processes.

Workload & Task Management

• Work efficiently to a structured daily task list, balancing priorities to meet SLAs and operational deadlines.

• Manage daily reconciliation duties alongsidead‑hocinvestigations or remediation activities.

Process & System Improvement

• Identifytrends and patterns that mayindicateprocess gaps or system behaviours requiring improvement.

• Proactively propose enhancements to workflows, controls, or reporting to improve customer outcomes and operational accuracy.

DebtCollection Agency Invoicing  

• Investigating where there are discrepancies in automated invoice reconciliation  

• Raise Invoices and process through Ariba for payment 

Required Skills (Must Have)

• Strong analytical andproblem‑solvingcapability

• Strong numerical ability

• High attention to detail with a focus on accuracy

• Ability to interpret complex data and system outputs

• Strong organisational andworkload‑managementskills

• Ability to work independently and takeend‑to‑endownership of issues

• Clear written and verbal communication skills

• Proficiencyin Microsoft products — specifically Excel (intermediate to advanced preferred) and PowerPoint (for reporting and presentation of insights)

Preferred Skills (Good to Have)

• Experience with debt systems or billing platforms

• Understanding of debt operations, reconciliation processes, or financial controls

• Prior experience in telecoms, utilities, or financial services

• Ability to generate MI and insights from large datasets

• Continuous improvement or process optimisation experience

Experience

• Experience isnotarequirement, above skillset&right attitude are more important however 

• Experience in an operational, reconciliation, billing, ordebt‑relatedrolewould be helpfulbut not necessary.

• Background in issue investigation, operational controls, or customer account analysis isbeneficialbutnot necessary.

Work Timings (IST or UK)

7roles -would it be possible to have a split with 50%operating ISTand 50%uk– happy to discuss options

Shift (If any)

Optional — can specify standard, rotating, or flexible shift pattern depending on operational requirements.