Vendor Manager - Cessations

Job description

about the role

• Ensure timely assignment of the orders as well as reassignment of the same whenever necessary by the outsourced vendor teams according to the predefined criterian. (Change Management)
• Analyze & enforce on-time disconnection of all service requests / Disconnct RFCs by providing support to the outsourced vendor team. (Change Management)
• Assisting Cessation Management Specialists with data analysis, quality audits and any other root cause analysis to meet or exceed the global targets with regards to:-
o NS#1 (Disconnect LAG reduction)
o TDD (Target Disconnect Date)
o Overdue RFCs
o Database(s) integrity, quality & accuracy
• Assisting the teams proactively with pipeline and all disconnect RFCs due in next 15 days to ensure 1st time right for all implementation of the requested services. (Change Management)
• Weekly audits of all the service requests / Disconnect RFCs to ensure mandatory fields are updated, quality and frequency of comments are well maintained. (Change Management)
• Proactive tracking, scanning of all KPIs using Dashboard and various Reporting Engines. (Change Management)
• Preparing various internal and external reports for the teams and disconnect head to keep track of all the set KPIs & Objectives. (Change Management)
• Proactive check of all the service requests / Disconnect RFCs to maintain that all the Tools & Process communications are well understood and adhered. (Change & Release Management)
• Identify delays & Provide root cause analysis to avoid recurrence. (Change Management)
• Virtual coaching, good or wrong practice feedback/recognition to the individual and the team on any type of service requests / Disconnect RFCs. (Change Management)
• Regular weekly/fortnightly/monthly  SLA/KPI/CPI review meetings with outsourced vendor on performance, process adherence , penalties and any other related issues. (Change & Release Management)
• Collabrating with all the functions within Service Transition (Service Implementation) to improve/create sub-processes ,drive performance by providing constant coaching/mentoring, and translating major challenges into categories through root cause analysis and identifying chronic problems for mitigation plan. (Change Management)
• Escalation Authority empowered to escalate to higher levels of management. (Change & Release Management)
• Any other associated duties as may be assigned by Head of Disconnect Team or Head of Department.

about you

¦ Degree/Equivalent in Telecommunications field desirable
¦ Minimum 4 years of extensive knowledge/experience in disconnect/cessation process & tools
¦ Prefered: 3 years experience in the specified local telecommunications area(3rd party vendor management)

Ability to:
¦ Be rigourous with his assigned tasks.
¦ Have a strong knowledge of the delivery process
¦ Have a sound knowledge of commercial tools
¦ Sound knowledge and understanding of all the Products & Services offered by Orange
¦ Sound understanding of telecommunications protocols and technologies
¦ Excellent Knowledge of Excel (Macros fuctions etc), Access, Power Point.
¦ Advanced knowledge of Orange Business Services offerings
¦ Fluent in both spoken and written English
¦ Ability to present data to management in high level view
¦ Can work with outsourced vendor to improve their performance
¦ Ability to work under a stress environment
¦ Work in a virtual team environment.
¦ Self-Management, Decision-making and Customer Oriented Attitude
¦ Transversal working across Teams
¦ Can Do” Attitude.
Note: - Ready to work in different any shifts.

department

Customer Services & Operations

Orange Business Services 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.

contract

Regular