• Head of Customer Service Management Indian Ocean – – France... Beau Bassin-Rose Hill
  • Orange Business in Beau Bassin-Rose Hill, , Mauritius
  • jobs
  • 6 days ago

jobs description

about the role

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

• 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 you

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


Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
Beau Bassin-Rose Hill Mauritius


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