Job description / Role
Mission
Lead a team of APMs reporting to the function Head. The role allows for a greater depth of involvement with the team members, supporting the function Head with key requirements such as:
- Project resourcing, support and performance reporting
- Project quality (including CSAT)
- Coaching and mentoring
From time to time it may be necessary for the manager to support the team in their own projects/ assignment. This will be determined by the size of their team, projects available and in discussion with the APM Head.
Key accountabilities
Excellence in team management is achieved when the leader of a team delivers the required results through the team, as per the business requirements. This requires managing the team in a professional way, recognizing the value and individuality of the people, whilst delivering results in a complex changing environment, constantly adapting to new requirements and customer needs. Acting as a team advocate when dealing both internally and externally.
Performance
- Ensure that the scope managed by the team achieve or exceed the set targets
- Review the dashboards and the forecast to achieve proactively the required performance.
- Using appropriate quality management techniques, ensure CSAT targets are met. Implement corrective action techniques as appropriate.
Quality
- Ensuring that quality is planned into the assigned scope and that there are the necessary mechanisms in place to measure performance. - Particular emphasis to be focused on Project Health Checks, Project Reviews and Project Audits in line with company requirements.
- Reporting quality outcomes and recommending and driving continuous improvement.
Methodology & Standards
Ensuring that Synergy methodology is applied to all projects in a consistent and comprehensive manner, com with the requirements of the projects.
Performance and objectives
- Setting, monitoring, and reporting against individual team member goals and objectives.
- Creating Individual Development Plans with team members.
Knowledge management
- Championing all KM initiatives and ensuring team buy in.
- Promoting KM tools and leading by example in their use.
- Ensuring the existence of a database of previous projects and ensuring learning within the team
Resourcing & assignment
- Allocating appropriate resources to Projects/ scope and forecasting resource r requirements to management.
- Supporting the team Head with recruitment activities.
Skills & Competencies
- Ensuring that team members regularly conduct a self-assessment in line with company requirements and taking the necessary actions to address skill/competency gaps and career planning initiatives.
- Working closely with the Sales Team to ensure an appropriate delivery input is provided for each bid
- Having close monitoring of the pipeline and business requirement
Requirements
Problem Resolution & Escalation
- Assisting team members with problem resolution and acting as the first escalation point for the scope assigned to their team members
Management Reporting
- Provide a range of reports to management, as required i.e. revenue, utilization, forecast loading and personal revenue trackers etc
Mentoring & Coaching
- Provide a mentoring and coaching service to team members as necessary to support their growth and development within the business.
Administration
- Ensuring accurate and timely administration for the team. Duties typically include timesheets, holidays, sick leave etc using the specified tools such as my tools..
Team Building
- Using various techniques to enhance the effectiveness of the overall team, ensuring there is an appropriate balance of team member skills, morale is high and the team are recognized when appropriate.
- Chair regular team meetings, togetherness, and individual meetings
Continuous Improvement
Identifying and implementing a range of continuous improvement initiatives to enhance business performance and increase quality.
Financial:
- Leading a team will require appropriate authority levels in order to conduct the necessary day-to-day activities needed to lead the team, in line with the requirements of the job. The manager has the following authorities:
- Personal Revenue approval
- Timesheet approval (Prime or any other tool for monitoring the proactivity)
- Goals and objective setting approval
- Holiday/Leave approval
- Project/Scope assignments
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.