Manager Lead Customer Contract Associate
- Orange Business
- 3 - 8 years
- Mumbai
- 8 months ago
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Job Description
The Manager of the LCCA team is responsible for the correct assignment and support of the team across complex programmes
He/She should work with the Bid to Order Coach in a advisory capacity to highlight opportunies and challenges in QtB proposal
He/She is responsible for ensuring each complex programme has a plan to reach CCA standard processing
He/She where necessary will act as LCCA on complex programmes to support the business
He/She 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 team s complex programme activities in order to maintain and enhance customer relationships and experience
- Leads 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 & nurture 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 team s 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 it s time on value added task
Business Performance
- Proactively monitor team performance through regular discussion 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 (KPI s) of the QTB journey of the customer
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: ContractContact Details:
Company: Orange BusinessLocation(s): Mumbai+ View Contact
Keyskills: Supply chain Automation operational support Quality standards Operational excellence Performance management Customer satisfaction Resourcing Resource management Customer engagement
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