Manager Customer Contract Associate
- Orange Business
- 15 - 24 years
- India
- 2 months ago
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Job Description
About the role- The Manager of the LCCA team is responsible for the correct assignment and support of the team across complex programmes.
- Should work with the Bid to Order Coach in an advisory capacity to highlight opportunities and challenges in QtB proposal
- It is essential for them to ensure each complex programme has a plan aimed at meeting CCA standard processing requirements
- They where necessary will act as LCCA on complex programmes to support the business
- The person will work with internal/external stakeholders to obtain feedback on LCCA performance globally to deliver customer satisfaction and continual improvement of services.
Customer engagement and operational support
- Managing the LCCA teams complex programme activities in order to maintain and enhance customer relationships and experience.
- Coordinates internal interlocks with all stakeholders to ensure seamless flow of transactions on complex programmes
- Participlates on initiatives and projects to improve/automate activity with the aim of delivering operational excellence for complex programmes
- Manage internal interlocks with all stakeholders to ensure seamless flow of transactions which align with QtB processes as much as possible
- Support and contribute with the documentation of complex programme/customer processes and requirements
- Ensure the customer processes lead to accurate invoicing for revenue & cash optimization.
- Supports Bid Coach with new business opportunities/contract renewal activity in an advisory capacity to help deliver effective and attainable QtB processes for complex programmes
Communications Management
- Responsible for timely and effective communication to the internal / external customers of LCCA activity
- Build & cultivate transversal relationship across the organisation to foster a collaborative environment
- Partnering with stakeholders in the end-to-end process including: Presales, Sales, Vendor, Delivery, Supply chain, International Business, IT, Import/Export Compliance
- Work with management, International, GDO, financial, and IT teams to support business program execution.
- Managing & communicating change effectively based on customer / business requirements.
Best Practices
- Develop best practices to improve customer program performance. Oversee daily activities of LCCA team and provide assistance whenever needed.
- Review customer engagement process for complex programmes to ensure anticipated verbal or written summary of the ongoing activities is provided at all time.
Knowledge Management
- Possesses in-depth knowledge of the QTB processes and tools especially the steps related to quoting activity
- Promotes and coordinates knowledge harvesting within the team & organization
- Ensures activities performed under the LCCA teams ownership is well documented.
- Ensures best practices are learnt, shared and applied and also promotes knowledge sharing.
- Facilitates development of a performing team in context of process, tools, all products and soft skills.
- Ensures the LCCA team performs to the highest standard
- Identify, record, plan and administer the training requirements of the LCCA team which will provide them with the tools to help evolve their complex programme into a programme that can be managed by a CCA.
- Train, mentor, develop and monitor new team members, providing continual support and guidance
Resource Management
- Contribute to overall resource plan, appropriate resourcing allocated to customer program
- Efficient resource management with an eye on productivity & cost through automation.
- Identify quick wins (manual task) with regards to automation to ensure the team allocates its time on value added task.
Business Performance
- Regularly assess team performance by engaging in discussions with the CBU's, sales territories, and customers.
- Analyze performance, debrief with the team and implement improvement plans
- Ensure that program / customer deliverables meet quality standards and project advancement.
- Ensure customer satisfaction aligned with LCCA objectives.
- Contribute to CSAT improvement program.
- Responsible for performance management (KPIs) of the QTB journey of the customer.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Other Program / Project Management - OtherEmployement Type: ContractContact Details:
Company: Orange BusinessLocation(s): India+ View Contact
Keyskills: Sales Operations Contract Order RFP Project Manager Stakeholder management
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