Bus Ops, Process, Strategy Manager
Job Description
About the role
– A key actor in driving the success of the programs through strong Program Management, Leadership and Communication skills as well as a proven ability to lead, cooperate with key transversal actors and partners along the quote to bill chain and others : sales, sourcing, operations, CMI, OINIS.
– Continuous improvement – encompassing continuous analysis of the current processes, considering feedback from operational entities, identifying areas of improvement, proposing appropriate changes and evolution to better support and adapt to the continuously changing business needs
– Bring fresh ideas to drive and manage programs to help evolve the current Service Implementation practice in a dynamic, creative and pragmatic manner through a an agile environment, with the core objective enabling the operational entities (MSCs and Regions) through providing the means for success
– Think customer first (internal and external)
Program Management
– Work with functional leaders to understand each new program need and leads production of documented requirements where necessary
– Communicate program information to ST and other functions as required
– Program Management keeping the overall strategic vision in mind
– Perform proactive analysis to assess current state of KPIs and channelize resources to improve. Here are the broad areas:
– Root cause analysis
– Proactive problem management
– Monitor and control
– Analytical dashboards
– Providing professional and timely Monthly deliverables, where required and as agreed, on all aspects of operational service including measurement of compliance
– Continuing to contribute to process documentation and procedures to ensure that Operational teams have the most updated information
Process
– To define a future state vision for process efficiency, and developing strategies aligned to that vision.
– Simplify the processes and put in place automation where possible following the constraints observed and raised by the team
– If applicable understand why processes are not being complied to and enhance as needed keeping our global ambition in mind
– Ensure that related processes, training, and documentation are produced.
– Fully understanding the nature of the Customer’s business and the applications they operate over the Orange Business Services network. Work in partnership with Operations to increase service optimization.
– Managing Service Improvement Programs (SIPs) to address any performance issues, track actions required to resolve recurring incidents or problems, and ensure that all aspects of the Customer’s service are optimized
Automation
– Innovation and Digitalization – all ideas are good ideas representing and champion the Customer within Orange Business Services
Customer Experience
– Driving customer experiences, that reflect the Orange Business way of customer service
– To analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
– Executing Customer Experience assessments and gap analyses (NPS, VOC, Best Practices, Competitive)
Tools
– Ensure tools and process ecosystem is supportive of the needs of operational teams.
– Understand/define/refine the operational expectations and develop "treatments", based on insight into behaviors and propensities. Translate treatments into business rules that define how each type of interaction should be handled based on specific needs
– Verifying the accuracy of customer data in our systems
– Establish himself/herself as a recognized and significant contributor across functions beyond Service Transition -dGPO
– Manage the Project / Program assigned with the objective of achieving the desired goals.
– Maintain a thorough understanding of the tools, systems, and processes required to provide quality operational support.
– More effective Operational support
Key accountabilities ( Detailed Map – ITIL Area / Element)
Key result / decision areas (outcomes)
– Digital Transformation & Tools
– Automation and efficiency gains as a desired outcome
– Service Implementation Process
– Develop & deploy consistent Service Implementation processes, procedures, and interlocks (ESC, OCB, OAB, OCD, FOIS, OINIS, QtO, FBO). Monitor performance and compliance.
– The service implementation process will encompass all products and services.
– Ensure robust processes for MLAN and the SDx portfolio.
– Ensure the digitalization of the processes, accessibility, with quick start guides to ensure simple engagement with operational users
– Continual Service Improvement initiatives; direct projects to evolve and improve processes and performance
Quote to Bill Process
– End-to-End Process interlocks : Quote to Order, sourcing, OGSB, ESC, OINIS, OBS IT, FOIS, Global Support & Strategy, France Business Operations, Service Design Centre
– End-to-End process to be measured through NS3 (customer Commercial Order signature until Ready for Billing), ensure clear understanding of overall performance, segmented by Sales campaign, Bid Orders & Non Bid Orders. Ensure milestone based prioritized actions aligned across the process interlocks. driven from updated/ Revised Target Delivery Date, ensure compliance.
Customer Experience
– Customer experience to be measured through ability to meet initial committed Target Delivery Date (iTDD), ensure process, compliance, and actions to ensure success
– NPS measurement of customer satisfaction for delivery process, own targets, analysis of results & verbatim, ensure structured improvement plans
Projects Support
– Bid Support & Service Rollout
Performance
– Respective Project / Performance Goals
About you
Knowledge and abilities
– Quote to Bill knowledge and experience
– IT and Digital working experience
– Proven project management skills and experience
– Ability to define and improve end to end processes
– Customer satisfaction driven and customer facing experience
– Strong understanding of internal operations and related processes & tools
– Strong transversal and matrix management skills and experience
– Strong communication and presentation skills both written & oral (international environment)
– Ability to build relationships with peer and management levels within the company
– Proven experience in an international multi-cultural environment and remote managed structure
