Gpo Business/operations Support Specialist

**About the role**:
Role purpose:
Help the global CMS maintain and develop an industry leading end to end service end customer experience and drive the collaborative working and best practice in the CSM community.

Act as the face of OBS to internal stakeholders. Cooperate transversally with stakeholders across all regions in IBO, IB, CMI

Influence the performance of operational teams and own the relationships with key stakeholders

Assist global teams in the Drive for continuous service improvement and service development and Increasing customer satisfaction and Net Promotor Score.

Be a trusted advocate to assist CSMs protect revenue, maximize margin, and reduce opex whilst maintaining customer value and satisfaction.

Encourage Good use and maintenance of CSM tools, processes and documentation. EG:(SIP/COG/ORA, MITRO) and be a recognized expert and point of contact for the CSM community and IBO

Key accountabilities

Work with the global CSM and OBS teams To maintain and help drive improvement and increase our Net Promoter Score by ensuring our products and services meet and where possible exceed expectations.

Accountable for helping to develop and maintain a proactive service strategy, building strong relationships and leveraging support internally where required to promote the generation, sharing and support od digitalization and transformation.

Understand the market trends and anticipate the customer needs at a global level and how Orange business services add value.

Act as a trusted advisor within Orange to ensure all internal stakeholders understand the agreed support model

Ensure the Customer is aligned and contracted to the appropriate service model.

Recommendations and demonstrate continuous improvement.

**About you**:
Core competencies,

Business Expertise

Understand how Orange works together to deliver standard customer solutions

Good understanding of OBS business and market environments and challenges.

Champion OBS as a brand and share expert knowledge and best practice across the organization

Leadership

Demonstration of leading from the front

Ability to lead and drive internal customer meetings

Ability to accompany the CSM community in its transformation of the service management role.

Proactively engages internal key contacts

Carries a good understanding of International business programs/work streams

Proactive - Embraces support of Continual Service Improvement specifically within CSAT program.

Reactive - Escalation points for internal stakeholder requirements in regards of tools and processes

Ability to carry out basic trend analysis of key data metrics to identify and address areas requiring improvement.

Communication

Excellent interpersonal skills and presence.

Ability to communication & present to senior management

Ability to build positive relationships transversally

Good Practical level of influencing and collaboration skills to drive continual service improvement and resolve issues.

Functional knowledge

Medium - Some level of ITIL expert knowledge

Medium - Understanding project methodologies

Low - Technical Acumen

High - Good knowledge of operational support functions and associated processes

Medium - some knowledge of NPS

**Additional information**:
Impact

Achieve high level of engagement and support

Assist operational teams in being accountable for all aspects of customer support and relationship

Understand wider business issues, plans or activities that may impact the business and the end customer

Meet and manage stakeholders expectations

**Department**:
Customer Services & Operations

**Contract**:
Regular