Operational Manager - Senior

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دائم
دوام كامل

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about the roleAs Head of Life Cycle Employee Experience, you will be leading Life Cycle team supporting Cisco Webex MT/DI, WTW/WTE & Video within Employee Experience (EX SVP) as part of GPS (Global Platforms and Services) Expertise Organization for international customers. And you will be fully accountable for the achievement of business and operational targets.

Lead Life Cycle team, set clear goals & ensure compliance to performance management targets and customer satisfaction aligned with Employee Experience Strategic Value Proposition (EX SVP).

Define and communicate the department & SVP vision, setting expectations in terms of skills development and team performance.

Foster a culture of collaboration, teamwork, and mutual respect within the team.
Ensure a good cooperation and collaboration with different teams ensuring customer satisfaction.
Ensure team delivering high levels of customer satisfaction and continuous service improvement.
Ensure proper alignment of resources and effective utilization's measurement.
Recruit and hire technical calibers ensure high quality of service & customer's satisfaction.
Own customers' improvement plans ensuring right focus & mobilizing required resource expediting incident resolution
Manage team members' performance by setting clear and measurable objectives while coaching and mentoring them to achieve business and operational objectives.
Work within a matrix management environment.
Ensure all direct reports adherence to internal policies, processes, and standards.
Any other duties and responsibilities commensurate with this role.

about youProfessional Experience

+5 years' experience in telecommunication and employee experience solutions.
Previous management/leadership experience is a plus.
Very good experience and understanding of employee experience portfolio and technologies (Voice, Cisco WTW, DI/MT etc.)

Educational background and qualifications:

Computer, Communication, or Electronics, B.Sc. degree.
Relevant professional accreditation in IT Service Management, operations management, and business management will be strongly considered.

Key Skills:

Strong leadership and people management skills,
Strong coaching skills and a passion for developing and leading high-performance teams.
Strong customer focus.
Ability to adapt to a fast-changing customer landscape and challenges.
Problem solving & taking decisions under pressure.
Ownership & ability to step in to solve cross teams' gap or conflicts.
Effective communication skills at all levels.
Excellent organizational and time management skills.
Excellent verbal and written English language skills,
French language is a strong Plus.

additional informationdepartmentGlobal Delivery & OperationsOrange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do businesscontractRegular

Orange

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