Customer Business Request Manager Job Vacancy in Orange Business Services Mumbai, Maharashtra – Updated today

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name : Orange Business Services
Location : Mumbai, Maharashtra
Position :

Job Description : Mission / Role Purpose –
Overall description:
To manage assigned transversal projects aimed at transforming Europe Sales desk towards one customer centric team which is product agnostic and accountable for QTB customer journey.
Responsible to design, document, replicate and implement customised bespoke processes to meet customer requirements.
Accountable for customer QTB transactional results and quality. Act proactively as central customer representative for the Quote to Bill journey.
Responsible for continuous account improvement. Will own and drive organic growth cross-functional activities, with solid customer engagement / relationship in alignment with account management team.

about you
key accountabilities
key result / decision areas (outcomes)

Program Management & Reporting
Program manage the customer journey. Produce and present regular reporting of project status

Customer Centric – Product Agnostic – Cross-functional coordination and alignment
Partnering with all actors and stakeholders in the end-to-end process including: Presales, Sales, Vendor, Delivery, Supply chain, International Business, IT, Import/Export Compliance

Best Practices
Develop best practices to improve customer program performance. Oversee daily activities of team and provide assistance whenever needed.

Transversal
Work with management, IB, CS&O, financial, and IT teams to support business program execution.

Quality Management
Ensure that program deliverables meet quality standards and project advancement.

Performance Management
Responsible for performance management (KPI’s) of the QTB journey of the customer.

Proactive
Analyze the risks to deliver results and propose the mitigation process on an ongoing basis and convey effectively to internal management

Customer engagement and support:

Responsible for customer requests execution and day-to-day account activities in order to maintain and enhance customer relationships, provides input and manages action plans for department responsibilities
Engages with customer to support QTB process related requests
Reports on regular basis to customer on account performance
Works with billing and accounts receivable teams to resolve invoice queries, credit notes and customer non-payment issues. Responsible for resolving and responding to customer’s billing/invoice inquires
Responsible for customer inventory management
Responsible for preparing and supporting customer for Service Delivery and Tracking Tool (SRT) usage
Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)

Bid support and non-organic growth activities:

Supports contract renewal, repricing, and project preparation activities to ensure standard QTB-model is executed.
Aligns with account manager, engagement manager and/or bid manager(s) to decide Go/no-go with Bid proposal.

Quote to Order:

Act as owner of the quote to order cycle, ensuring QTO-performance is in line with customer expectations. Owns customer agreements and acts on them where needed.
Is responsible for maximizing profitability of the organic growth.
Leads internal interlocks with all stakeholders to ensure seamless flow of transactions
Proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management
Participate on initiatives and projects to improve the QTO-process, aim for Operational Excellence
Proactive document and continuously develop customer specific processes, templates, and requirements

Other
Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)
Builds strong customer centric network across functions

Service Delivery
End-to-end Life cycle management of any incoming service request from order to delivery
Qualification of service requests.
Contributor to customer catalogue.
Ensure processes, are in place, applied, and improved according to best practices.
Support COA on day to day activity..
2nd level of escalation for delivery issues from CBU, Customer, Sales, PMO, Delivery teams.
Interlock with customer and internal/external delivery teams
TPV management
Initiate, management of Customer SIP’s relating to Service requests..
Find solutions for complex requests to follow standard QTB.
React and fix, unblock Order management issues for the life cycle of the request. quickly delivering value to our customers and increasing satisfaction and revenue
Support Customer renewals

Resource Management
Contribute to overall resource plan, appropriate resourcing allocated to customer program
Matrix management of Internal teams (as applicable)
Define development requirements as applicable
Training/handover to Account Associate on new activities

Inventory Management
Quality of the information contained in the inventories for delivered services handled through the customer order management process
Monitor the accuracy of all inventories (including technical) and information vs. delivered services where applicable i.e Websource, Customer CMDB.
Ensure billing capability by capturing all delivered services
Contribute to revenue and cost assurance actions

Customer order management processes/procedures
Definition, implementation, execution and maintenance of Service request management related processes/procedures
Interlocks with corporate core processes including but not limited to: margin improvement, proposal delivery, project management, PMO etc.
Define and contribute to the Intermediate Mode of Operation (IMO) and the Final Mode of Operation (FMO) in the respect of the contract terms, the customer specifics and the strategy given by the CBU (model, organization, processes)
Contribute to continuous improvement of the customer order management activities defined within QTB
Creation of Governance model for Service Request Management specific to customer contractual requirements but in line with standard QTB processes.

Reporting
Monitor performance against KPIs/SLA
Deliver quality reports in a timely manner in line with customer contractual and CBU requirements.
Produce and publish reports in line with business requirements

Knowledge Management
Ensuring the customer order management team contributes to knowledge management repository and improvements to Best Practices related to QTB processes
Promote best practice usage and existing procedures
Ensure procedure documentation is available and updated on regular basis

additional information
dimensions

Program management including regular status reporting including accomplishments, challenges, next steps, and support needs

People management – will perform as a mentor / coach of the Account Associates.

Financial process and systems

Global operational activities

IT system developments

Coordination with all process stakeholders

Automation

knowledge and abilities

Program management skills

International and cross-functional experience

Strong communication skills both written & oral

Autonomous and disciplined working ethic

Appreciation of OBS operations and related processes & tools

Team player that is communicative, organized, flexible and used to work in a stressful environment

Sales driven, commercial behavior with respect for company compliancy rules

Ability to identify problems and work to resolution as required

Experienced working towards targets and deadlines

Is able to build a network of people, getting things done

Having a good understanding what influence invoice or payment issues can have on a company’s cash flow

have a good understanding for what influence customer experience and company objectives

Understand customer (internal and external) challenges and needs, listening skills

Understanding the company offer, IT, QTB

Customer Service /Order Management Expertise

behavioral skills
skill target proficiency level expected

1
agility
advanced

2
flexibility
advanced

3
results driven
advanced

4
communication
expert

5
prioritization and balance
advanced

6
Adaptability
Advanced

7
Planning & Organizing
Advanced

8
Influence & Persuasion
Advanced

9
Initiative & Proactivity
Proficient

10
Customer Focus – Addressing Customer Needs and Problems
Advanced

11
Teamwork
Advanced

12
Relationship Building
Advanced

13
Analytical Thinking
Advanced

14
People Management
Advanced

15
Managing Performance
Expert

16
Quote to Bill knowledge
Expert

17
Attention to Detail
Advanced

18
Ability to work under pressure independently
Advanced

19
Management of external suppliers
Expert

professional skills
skill target proficiency level expected

1
global effectiveness
advanced

2
compliance awareness
advanced

3
operational and financial excellence
advanced

5
teamworking and networking
advanced

6
analytical and presentation
advanced

7
Value Selling
Proficient

8
Negotiation Techniques
Advanced

9
Customer Intimacy
Expert

10
Conflict Management
Proficient

11
Sales Processes and Tools Knowledge
Advanced

12
Products & Services
Advanced

13
Decision Making
Proficient

department
Sales & Marketing Europe

contract
Regular

This post is listed Under  Technology
Disclaimer : Hugeshout works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company