P&s Operations Assurance Manager
4 days ago
Role Purpose
The purpose of this role is to assure the in-life service operations performance of Vodafone’s strategic Products and Partners. Taking inputs from sources such as Product & Partner assessments, Partner feedback, performance data and stakeholder engagement you will build a prioritised backlog of performance improvement opportunities and ensure that services offered to customers across Strategic Products consistently meet agreed service quality levels.
The role will play a supporting and consultative role in developing business intelligence dashboards and in recommending potential new outcome focused targets.
This role will be key to enabling the team to integrate its activities with service and customer relationships management systems and develop centralised digital reporting tools that will provide valuable insights and trending of issues between Vodafone Product and Operations stakeholders and partner organisations.
Key accountabilities and decision ownership- Establish productive, collaborative, data-driven relationships with relevant partner organisations and Vodafone stakeholders.
- Develop a consistent set of partner data analytics supported by existing internal teams and relevant partner teams to make ongoing effective data driven decisions
- Be the point of escalation for Partners and effectively represent their position across Vodafone Business as required
- Deliver consistent performance improvements through channels of insight between relevant parties in Vodafone and Partner organisations.
- Support operational reviews with Partner and Suppliers.
Core competencies, knowledge and experience
- 2-3 years partner/ relationship management experience and skills
- Experience in operations
- Agile mindset, ideally with good level of experience of task prioritisation based on cost of delay, benefit, risk, opportunity, and effort required to deliver improvements.
- Ability to influence decision making at a senior level and manage internal and external stakeholders.
- In-depth understanding of operational performance management best practice
- In-depth experience of data analysis, to surface insights and drive improvement-led decision making
- In depth experience of reviewing and understanding contracts and schedules.
- Previous customer care experience or multi-stakeholder management experience?
- Excellent written, verbal and presentation skills
_VOIS
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