customer operations manager
You Me Investment
Ibadan, Oyo, Nigeria
4m ago
source : Fidanto

Customer Operations Manager EMTS br MGR Ibadan br Date 28 09 2015 br Share br Job Level br Manager Staff Supervisor Head of Department br Specialization br Customer Service br Preferred Years of Experience br 3 45 5 years br Available Slots br 2 br Application Deadline br 28 Sep 2015 br Apply br Job Description br br MGR invests in technologies important in a world where billions of devices are connected We are focused on three businesses network infrastructure software hardware and services which we offer through Networks location intelligence which we provide through HERE and advanced technology development and licensing which we pursue through Technologies Each of these businesses is a leader in its respective field br Through Networks is the worlds specialist in mobile broadband From the first ever call on GSM to the first call on LTE we operate at the forefront of each generation of mobile technology Our global experts invent the new capabilities our customers need in their networks We provide the worlds most efficient mobile networks the intelligence to maximize the value of those networks and the services to make it all work seamlessly br br We are recruiting to fill this position br br br Job Description br Is responsible for executing and fulfilling the customer contract May be responsible for execution of overall services in the CT across all Business Lines br End to end Project Business management and P amp L responsibility ensures strong customer intimacy br Main Responsibility Area br Primary customer interface for contract execution br Provides direct line management for the SBMs when the SBMs are assigned to the COM for more than 12 months br Serves as one 45 stop 45 shop for the CT head AM for services with focus on operational performance br br Position Description br Owns delivery and execution quality risk and scope management and supports pre 45 sales on small normal cases and triggering new opportunities identify customer business challenges up 45 selling claims for out of scope deliveries etc br Handles project and service related customer satisfaction br Customizes and implements services delivery strategy in the CT according to the SBU and CT strategy business plans br Ensures contract execution performance KPIs cost timelines revenue recognition project assets 45 i e responsible for the project GS P amp L br Coordinates all delivery execution business in the CT br Implements unified operational processes including Service Delivery Management practices br Ensures implementation of NSN project management practices to fulfill Customer requirements br Owns customer relationship management in the area of services delivery and performance br Make certain projects comply with the quality guidelines and requirements of the CT br Aligns services resources and costs to current running projects per approved CBLs and future CT business requirements together with CT and SBU br Plans communicates accurate figures for CT LE Nelle and SAP br Identifies communicates services capability transfer needs to the SR 45 RMs of SBUs br Supports the CT for any cash collection issues related services br Serves as the Delivery project owner in the Tricorn model br Owns with logistics equipment ordering and supply to meet contract delivery milestones br Leads within GS the up sell e g existing project existing equipment existing services and small cases during execution br Day to day execution br Up selling during contract execution focus on GS 45 for cases lt 126 300K br PRS accuracy and alignment to project milestones customer acceptances 45 ensure accuracy of the financials br Management of Services Demand Planning process for a clear visibility of resource needs and allocations br Agreement with SR on financial target settings reviews deviation approvals br Support of audits improvement action plans initiated by SBLs SR br Support Owns contract claim management together with CTH AM and ensure visibility in the organization br Use quality assurance to manage contract KPIs defined for the project br Coordinates Support logistics and ensure visibility on delivery and cost br Drive actions and statuses for the projects from the SBL PMs br Implement GM turnaround specific program practices initiated not only by SBLs 45 e g CO GS etc br Ownership of customer oriented ORMs COMs are responsible for operational financials reviews with the SR Region CT as needed br Execute the selection development of Subcontractors per SBL plans br Sign off costing at G4 align with SR br Management of PTA process changes in alignment with SBLs SR br Execution of the PTA handover process with the CT head sales team

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