Manager Lead Customer Contract Associate
- Orange Business
- 3 - 8 years
- Mumbai
- 6 days ago
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Job Description
Manager Lead Customer Contract AssociateThe 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, Dimensions
Program management including regular status reporting including accomplishments, issues, next steps, and support needs
People management will perform as a mentor / coach for the LCCA team
Global operational activities
Coordination with all stakeholders
Automation
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: ContractContact Details:
Company: Orange BusinessLocation(s): Mumbai+ View Contact
Keyskills: Manager Lead Customer Contract Associate
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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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