Manager Lead Customer Contract Associate
ConfidentialMumbai, India4 days ago
Job descriptionManaging the LCCA team's 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 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. 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. 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 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. 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 (KPI's) of the QTB journey of the customer. 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
About Us
Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About The Role
- The 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.
About You
Customer engagement and operational support
Communications Management
Best Practices
Knowledge Management
Resource Management
Business Performance
What We Offer
Dimensions
Only Your Skills Matter
Regardless of your age, gender identity, race, ethnic origin, religion / belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer : don't hesitate to tell us about your specific needs.
Skills Required
Performance Management, operational support , Knowledge Management, Automation, Customer Engagement, Resource Management
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Contract Manager • Mumbai, India
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