Regular - Head of Europe Customer Service Management
Head of Europe Customer Service Management
ref :577704 | 06 Dec 2023
apply before : 05 Mar 2024
CityStars, Cairo, Égypte - Egypt
about the role
Within Orange Business, Global Delivery Operations (GDO) delivers end-to-end services to Orange Business B2B customers all around the world. GDO supports all OBS portfolio services: data and telephony networks, collaborative solutions, security and mobility.
GDO plays a major role in building Orange Business operations: together, we adapt our operational models and we enhance our people’s skills and our collective ways of working in order to meet technology evolution requests, multi service development requests and our customers’ expectations for co-innovation. Internationally Global Delivery Operations consists of 4 operational regions (Europe, APAC, EEMEA, Americas) as well as 4 global competency centers (Egypt, India, Brazil, Mauritius). The key objectives is to take end-to-end responsibility towards the customer ensuring optimal performances in the execution of end-to-end processes, driving continuous improvement of programs with internal and external stakeholders, fostering development of skills in line with the evolution of jobs, technologies and digitalization as well as contributing to the pre-sales phase of the customer deals.
Role dimension
International Operations Europe delivers and maintains the services provided to all European Orange Business customers. Teams are in Europe and in Cairo. They are organized in 4 territories in Europe (Northern Europe, Benelux, DACH (Germany, Austria & Switzerland) and Southern Europe) and 4 operational teams based in Cairo (Order to Bill, MSI Centre, Customer Service Management, and Technical & Change Management). International Operations Europe is a team of around +1200 people with more than 20 nationalities.
The main activities of the Head of Europe Customer Service Management.
To lead a combined Customer Service Management (CSM) and customer funded Problem Management team in order to deliver the highest level of operational excellence to all customers of Orange Business in Europe at the most optimum cost and in very close coordination with International Operations Europe territory leaders.
Head of Europe Customer Service Management Mission:
Lead a combined team of Europe Customer Service Management (CSM) and customer funded Problem Management team. To define guidelines and inputs in line with the strategy of Orange Business in order to: + Provide both tactical and strategic leadership of the organization to contribute profitability to our business objectives.
+ Achieve and maintain best in class customer services operations ratings.
+ Provide services enhancements to continuously improve service quality to our customers.
+ Continue organization evolution in agile mode, along with fast adjustments to a changing environment and customer business priorities,
+ Supporting the transition to customer success management
To work very closely with International Operations European Territories on profitability management, to guarantee excellent services to our customers at optimum cost. Work closely with Europe Operations Integration leadership supporting the development of a fully integrated support model. To empower the teams to allow them to evolve towards a learning organization, fostering collaboration and agility as main levers for transformation. To boost simplification and automation to optimize the service quality while permanently improving our operational and financial performance. Develop a learning culture - anticipate skills through an ongoing program which consistently focuses on development of technical skills as well as soft skills. Development is integrated into ‘culture’ or ‘DNA’ of the organization.
about you
Result-oriented mindset combined with strategic vision Leadership and successful experience in team management with a strong focus on collaborative intelligence and teams empowerment, and an ability to lead a team with a wide range of skills and competencies Excellent interpersonal skills and aptitude to work cross-functionally, to coordinate and bring together various players: cooperative mindset & cross-functional influence capabilities Experience in dealing with customers, proactively taking the lead in crisis situation and establishing trustful relationships with them Good awareness of the organization of B2B activities coupled with know-how in operations activities with a focus on operational and financial excellence Familiarity in working with different cultures, in a fast moving & multi-actors environment Communication skills with the faculty to make synthesis in a complex environment Change agent
additional information
contract
Regular
Only your skills matter
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