Program Manager - Mumbai, India - Orange

Description

about the role

Quality mgmt and complex operations support

• Responsible for the day-to-day governance, testing, training, delivery and support of improvements in the QtB process.
• Support the delivery of projects, including the design, planning, and implementation of service improvement.
• Work closely with Head of ECSD, LCCA/CCA teams to ensure that the improvements delivers successful outcomes within agreed time targets, which includes developing milestones and timelines to track and ensure deliverables are achieved. Identify risks/ challenges with projects and suggest countermeasures to mitigate.
• Improve activities related for customer inventory management, including developing robust process to ensure customer inventory is proactively reviewed to ensure device support is always maintained
• Own process/instructions/guidelines in central repository reviewing and updating where required on a regular basis
• Ensure high quality and speed of execution end to end.
• Responsible for workflow analysis, resource analysis and process improvements, ensuring team performance as per agreed standards

Process Improvement

• Identify and Manage initiatives and projects to improve the QTO-process, aim for Operational Excellence
• Supports Bid support and non-organic growth activities, contract renewal, repricing, and project preparation activities to ensure standard QTB-model is executed.
• Product Agnostic transaction capability.
• End to End - Customer Centric -- Cross-functional coordination and alignment

Communications Management

• Responsible for timely and effective communication to the internal / external stakeholders
• Build & nurture transversal relationship across the Organization to foster a collaborative environment
• Partnering with all actors and stakeholders in the end-to-end process including: Presales, Sales, Vendor, Delivery, Supply chain, International Business, IT, Import/Export Compliance
• Manage & communicate change effectively based business requirements and improvements implemented
• Provide regular reporting to regional management relating to service improvement, key initiatives and successes

Knowledge Management

• Possesses in-depth knowledge of the QTB processes and tools especially the steps related to quoting activity
• Manage and coordinate knowledge transfer within the ECSD when it relates to service and performance improvement
• Ensures activities performed under their ownership is well documented.
• Ensures best practices are learnt, documented, shared and applied and also promotes knowledge sharing.
• Support colleagues in identify, record, plan and administer the training requirements of the team.
• Setting a centralized repository for onboarding and training of all ECSD staff.

Business Performance

• Actively monitor team performance in relation to identified and implemented improvements within the Quote-To-Order through the analysis of data
• Facilitate and ensure delivery of the defined performance KPIs
• Analyze performance, debrief with the team and implemement continual improvement plans to deliver excellence in performance of the ECSD
• Ensure customer satisfaction aligned with OBS objectives.
• Contribute to CSAT improvement program.

Responsible for performance management (KPI's) of the QTB journey of the customer.

about you

knowledge and abilities

Excellent customer service skills

Overview of the Products & Services offered by Orange

Good understanding of Quoting / Ordering tools and processes

Exemplary people and change management skills

Ability to build relationships with peer and management levels both, with clients and the company management

Excellent interpersonal skills.

Good time management, organizational and communication skills

Self-Management, Decision-making and Customer Oriented Attitude

Problem solving skills.

Leadership and Matrix Management

Good Project and Business Management skills

additional information

. Responsible for shaping and driving improvements in the Quote to Bill process that will make it easier and more straightforward for our customers to get what they need from us.

. Work with LCCA Manager/LCCA/CCA to identify, design and deliver changes to services which improve ways of working and delivers better outcomes for customers and the business.

. Create/ manage training programme for LCCA/CCA team members which is, technological, skill set based and soft skills based to continually improve customer engagement and alignment with internal stakeholders.

. Drive project based improvement initiatives agreed with ECSD Management