Manager Lead Customer Contract Associate
- Orange Business
- 3 - 8 years
- Mumbai
- 5 days 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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Orange Business
Orange Business Services is a global IT and communications services provider, with services in 220 countries. We help companies collaborate more effectively, operate more efficiently and engage better with their customers, connecting their people, sites and machines securely and reliably.
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