Bus Ops, Process, Strategy Mgr

7 days ago


مصر, Egypt Orange Business Full time

**About the role**:

- A key actor in driving the success of the programs through strong Program Management, Leadership and Communication skills as well as a proven ability to lead, cooperate with key transversal actors and partners along the quote to bill chain and others : sales, sourcing, operations, CMI, OINIS.
- Continuous improvement - encompassing continuous analysis of the current processes, considering feedback from operational entities, identifying areas of improvement, proposing appropriate changes and evolution to better support and adapt to the continuously changing business needs
- Bring fresh ideas to drive and manage programs to help evolve the current Service Implementation practice in a dynamic, creative and pragmatic manner through a an agile environment, with the core objective enabling the operational entities (MSCs and Regions) through providing the means for success
- Think customer first (internal and external)

**Program Mgt**:

- Work with functional leaders to understand each new program need and leads production of documented requirements where necessary
- Communicate program information to ST and other functions as required
- Program Management keeping the overall strategic vision in mind
- perform proactive analysis to assess current state of KPIs and channelize resources to improve. Here are the broad areas:

- root cause analysis
- proactive problem management
- Monitor and control
- analytical dashboards
- providing professional and timely Monthly deliverables, where required and as agreed, on all aspects of operational service including measurement of compliance
- continuing to contribute to process documentation and procedures to ensure that Operational teams have the most updated information

**Process**:

- to define a future state vision for process efficiency, and developing strategies aligned to that vision.
- Simplify the processes and put in place automation where possible following the constraints observed and raised by the team
- If applicable understand why processes are not being complied to and enhance as needed keeping our global ambition in mind
- Ensure that related processes, training, and documentation are produced.
- managing Service Improvement Programs (SIPs) to address any performance issues, track actions required to resolve recurring incidents or problems, and ensure that all aspects of the Customer’s service are optimized

**Automation**
- Innovation and Digitalization - all ideas are good ideas representing and champion the Customer within Orange Business Services

**Customer Experience**
- Driving customer experiences, that reflect the Orange Business way of customer service
- to analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
- Executing Customer Experience assessments and gap analyses (NPS, VOC, Best Practices, Competitive)

**Tools**
- Ensure tools and process ecosystem is supportive of the needs of operational teams.
- understand/define/refine the operational expectations and develop "treatments", based on insight into behaviors and propensities. Translate treatments into business rules that define how each type of interaction should be handled based on specific needs
- verifying the accuracy of customer data in our systems
- Establish himself/herself as a recognized and significant contributor across functions beyond Service Transition -dGPO

Manage the Project / Program assigned with the objective of achieving the desired goals.

Maintain a thorough understanding of the tools, systems, and processes required to provide quality operational support.

More effective Operational support

Key accountabilities ( Detailed Map - ITIL Area / Element)

Key result / decision areas (outcomes)

Digital Transformation & Tools

Automation and efficiency gains as a desired outcome

Service Implementation Process

1. Develop & deploy consistent Service Implementation processes, procedures, and interlocks (ESC, OCB, OAB, OCD, FOIS, OINIS, QtO, FBO). Monitor performance and compliance.

2. The service implementation process will encompass all products and services.

3. Ensure robust processes for MLAN and the SDx portfolio.

4. Ensure the digitalization of the processes, accessibility, with quick start guides to ensure simple engagement with operational users

5. Continual Service Improvement initiatives; direct projects to evolve and improve processes and performance

Quote to Bill Process

1. End-to-End Process interlocks : Quote to Order, sourcing, OGSB, ESC, OINIS, OBS IT, FOIS, Global Support & Strategy, France Business Operations, Service Design Centre

2. End-to-End process to be measured through NS3 (customer Commercial Order signature until Ready for Billing), ensure clear understanding of overall performance, segmented by Sales campaign, Bid Orders & Non Bid Orders. Ensure



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