Head of Customer Service Management Indian Ocean – – France Operations
votre rôle
Purpose of the role
In 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 customers
In 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 responsibilities
Execution & 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
votre profil
Skills 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
le plus de l'offre
contrat
CDI
Mauritius Ebene - Ile Maurice
Purpose of the role
In 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 customers
In 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 responsibilities
Execution & 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
votre profil
Skills 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
le plus de l'offre
contrat
CDI
Mauritius Ebene - Ile Maurice
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