Head of Customer Service Management Indian Ocean – – France Operations

Job title: Head of Customer Service Management Indian Ocean – – France Operations

Company: Orange

Job description: about the rolePurpose of the roleIn the context of creating a new entity France Operations,, the Head of Customer Service Management Indian Ocean will lead a large organization providing top class multiservice support and generating professional services revenues for 3000 OB France and DEF customersIn this purpose, the Head of Customer service management will:

• Lead the Customer Service Management across all products (Voice/Data/Cloud…), carried out by the employees offshore in IOO, organization (70 FTE), leading to an excellent C-SAT, E-NPS & profitable growth and performance
• Strongly Interact and develop the synergies with our ecosystem (inter-GDO, Orange Business France, DEF, OBS SA / OCWS / OCD, Marketing)
• Ensure global profitability by co-constructing and executing our global optimization initiatives (process, digital & automation) together with the Customer journey, processes and tooling entity
• Decline with the local management Orange business & France operations strategy
• Co-design and influence Customer Service management in France and Egypt the offshoring roadmap and ensure a proper hand over and autonomy of activities transferred.
• Contribute with Egypt and France customer service management to build a clear offshoring roadmap and ensure a proper handover of activities transferred.
• Change Management culture, increase level of autonomy of the teams with a massive upskilling plan and get the same level of maturity compared to other Service managers.
• Carry out the transformation and the piloting of the Customer Service activity following the operational model of customer segmentation ( Large Accounts, Enterprises…) in Mauritius and Madagascar
• Keen interest in operational activities with a focus on operational processes and financial excellence well as the Customer and Collaborator Satisfaction

Key responsibilitiesExecution & Excellence

• Ensuring OPEX budget is maintained and driving global optimization initiatives in line with France Business Operations’ evolution & strategy
• Customer satisfaction driven
• Keep investigating synergies with Customer Service management in France and Egypt.
• Meet customer and Orange Business objectives and priorities – Cost effective and efficient organization which is agile and evolves to meet the ever-changing business needs

People, Culture & Growth

• Transformed customer service management from service reporting activity to a top-class multi-service success management entity, leading to an excellent C-SAT, E-NPS & profitable growth
• Impulse the transformation of the service management culture from a service management reporting activity to a top-class multi-service & value proposal oriented success management activity , leading to an excellent C-SAT, E-NPS & profitable growth
• Develop a learning culture: Demonstrate an ongoing programs which consistently focus on development of business skills and soft skills
• Partner with Service management & France operations stakeholders to have ‘One Voice’ to teams and customer: Align day-to-day objectives, priorities, and improvement initiatives with the Orange Business Manifesto & our new culture
• Promoting a culture of continuous improvement and innovation within the team
• Ensure the team embedded the Manifesto culture in the team
• Identifying and addressing skill gaps and development needs, ensuring the acquisition of the right skills

Leadership & Influence

• Becoming the preferred partner of Orange Business France to secure the next steps of the transformation
• Leading service integration culture transformation internally together with customers, employees & stakeholders – Agile organization meeting challenges, objectives, and priorities based on contract, budget, and external factors (customer needs, priorities, etc.)
• Advance capabilities as Multi-Service Orchestrator – Continued evolution of mindset of ownership and proactivity, evidenced through improved performance, customer feedback & experience, and employees NPS
• Share Orange Business and Orange Business Operations strategic guidelines and inputs with his/her managers and their teams, ensuring strong local and global collaboration and teamwork

Dimensions

• Manage budget & workforce to ensure compliance with respective objectives & targets
• People Management – Direct management of up to 4 direct reports and 70+ individual contributors within France operations , and matrix management of other Orange Business Operations teams & stakeholders

about youSkills and experience

• Leadership and a proven successful record & experience in team management with a strong focus on collaborative intelligence and team’s empowerment, and an ability to lead a team with a wide range of skills and competencies.
• An agile & ability to adapt & evolve mindset, working cross-functionally with multiple stakeholders in the organization to bring programs & projects of Global Customer Care to successful closure.
• Experience in leading large scale transformation programs worldwide, business process reengineering and performance improvement projects, as well as C-level clients ’interactions for customer-based transformations
• Experience in driving offshoring programs in multi-cultural environment
• Result-oriented mindset combined with strategic vision & a kindled people-orientation and business oriented
• Keen interest in operational activities with a focus on operational processes and financial excellence
• Fluent in English and French and willingness to travel frequently, when applicable

additional informationcontractRegular

Expected salary:

Location: Quatre Bornes, Mauritius

Date posted: Tue, 04 Jun 2024 22:33:25 GMT

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