Job description / Role
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.
Requirements
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
Department
Global Delivery & Operations
Orange 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 business.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.