Orange recruits 01 GPO Business/Operations Support Specialist

orange

Egypte

Informatiques, Télécommunications

GPO Business/Operations Support Specialist
Ref : 565964 | 13 déc. 2021
Date limite de candidature : 13 mars 2022
Egypt – EgypteAutres lieux de travail : India-GurgaonLeaflet
Role purpose:
Help the global CMS maintain and develop an industry leading end to end service end customer experience and drive the collaborative working and best practice in the CSM community.
Act as the face of OBS to internal stakeholders. Cooperate transversally with stakeholders across all regions in IBO, IB, CMI
Influence the performance of operational teams and own the relationships with key stakeholders
Assist global teams in the Drive for continuous service improvement and service development and Increasing customer satisfaction and Net Promotor Score.
Be a trusted advocate to assist CSMs protect revenue, maximize margin, and reduce opex whilst maintaining customer value and satisfaction.
Encourage Good use and maintenance of CSM tools, processes and documentation. EG:(SIP/COG/ORA, MITRO) and be a recognized expert and point of contact for the CSM community and IBO
Key accountabilities
Work with the global CSM and OBS teams To maintain and help drive improvement and increase our Net Promoter Score by ensuring our products and services meet and where possible exceed expectations.
Accountable for helping to develop and maintain a proactive service strategy, building strong relationships and leveraging support internally where required to promote the generation, sharing and support od digitalization and transformation.
Understand the market trends and anticipate the customer needs at a global level and how Orange business services add value.
Act as a trusted advisor within Orange to ensure all internal stakeholders understand the agreed support model
Ensure the Customer is aligned and contracted to the appropriate service model.
Recommendations and demonstrate continuous improvement.

Votre profilCore competencies,
Business Expertise
Understand how Orange works together to deliver standard customer solutions
Good understanding of OBS business and market environments and challenges.
Champion OBS as a brand and share expert knowledge and best practice across the organization
Leadership
Demonstration of leading from the front
Ability to lead and drive internal customer meetings
Ability to accompany the CSM community in its transformation of the service management role.
Proactively engages internal key contacts
Carries a good understanding of International business programs/work streams
Proactive – Embraces support of Continual Service Improvement specifically within CSAT program.
Reactive – Escalation points for internal stakeholder requirements in regards of tools and processes
Ability to carry out basic trend analysis of key data metrics to identify and address areas requiring improvement.
Communication
Excellent interpersonal skills and presence.
Ability to communication & present to senior management
Ability to build positive relationships transversally
Good Practical level of influencing and collaboration skills to drive continual service improvement and resolve issues.
Functional knowledge
Medium – Some level of ITIL expert knowledge
Medium – Understanding project methodologies
Low – Technical Acumen
High – Good knowledge of operational support functions and associated processes
Medium – some knowledge of NPS

Le plus de l’offreImpact
Achieve high level of engagement and support
Assist operational teams in being accountable for all aspects of customer support and relationship
Understand wider business issues, plans or activities that may impact the business and the end customer
Meet and manage stakeholders expectations
EntitéCustomer Services & Operations
ContratCDI
POSTULER