Business Support Senior Specialist vois

7 days ago

مصر, Egypt Vodafone Full time

**Description**:
Role purpose:
NSE _VOIS is an internal organisation that acts as an internal service provider to the local markets or group functions (referred as “customer” going forward).

Business Support Senior Specialist acts as the POC (point of contact) for the internal business customer and NSE VOIS Management, performing both - a role of NSE VOIS India “ambassador” towards the customer and customer “Voice” towards NSE VOIS Management.

Business Support Senior Specialist will report directly to Transformation & Governance Sr. Manager & dotted line to the Center Executive.

Within the context of the above, the performed tasks include:
Build a strong relationship with key stakeholders in NSE VOIS India (HR, IT, Information Security, Corporate Security, Compliance, Legal & SCM) and customer side (Vodafone Network, Local markets & Group functions)

Support the demand management engine in the preparation and sign-off of the business case relating to NSE VOIS India

Being an escalation point during the transition period from business case approval till fulfilment.

Overseeing transition and the sourcing mechanism in India centre on boarding; internals vs externals; attrition.

Monitor, reporting, managing, and escalating (as required) any service quality related issues with Network _VOIS management.

Analyse sourcing processes to ensure right capacity is in place to cope with existing and new demand, resource utilization (monitoring and tracking resources against business requirements)

Supporting internal NSE VOIS Business transformation and cost improvement initiatives

Support the governance between NSE VOIS, supporting functions and the internal customer (monthly meetings, monthly SLA), including the generation and management of the customer data

Manage the Compliance, Data Protection, Privacy, GDPR processes, business continuity plan, Fraud Risk Assessment, information & corporate security updates for NSE verticals & Service center in alignment with Center Executive.

Align L&D planning & execution with Center Executive, L&D & Verticals.

**Job Responsibility**:
Key accountabilities and decision ownership:
Support the business transformation / growth initiatives for Network _VOIS India

Support and collaborate closely with the leaders of the centers in IN and NSE VOIS Management in implementation of the NSE VOIS agenda, including location strategy

Collaborate closely with NSE VOIS BDM (Business Demand Managers) in aligning VOIS FTEs growth targets and ensuring successful mobilization/ recruitment process

Manage key stakeholders’ relationships and act as the SPOC for customer issues and escalations

Oversee and act as escalation point during service transition period and BAU

Drive legal, risk and compliance for Data Protection aligned to VOIS guidances across NSE Verticals and Service Centres

**Competencies**:
Core competencies, knowledge, and experience:
Strategic thinking

Network relationship management

Account management/business development

Network Service management

Stakeholder Management & Project Management

Must have technical / professional qualifications:
Broad Network knowledge

Technology account management/consultancy experience

Rigor and reliability in the follow up and implementation of actions

Commercial/Financial governance experience

_VOIS #movewithus

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