about the role
Mission :
Lead the Security Operations to ensure the smooth running of daily business and customer requirements by applying the required leadership , management and technical skillset required .
Operations Management
- Interprete and apply decision making skills based on Business Intelligent tools reporting to followup on KPI’s
- Perform regular audits and analysis to detect any variance in set practices / processes
- Setup and track actions and remediation plans to bridge gaps where applicable.
- Capitalize & share best practices
- Innovate through automation of routine tasks
- Adopt a continuous improvement mindset (inspired through LEAN / Six Sigma methodologies)
- Enforce SLA adherence and culture within the team
- Conduct debriefs and weekly meetings with team and participate actively in Lob meetings.
People Management
- Implement an individual performance management system based upon fair and equal indicators
- Plan roster and leaves according to business needs and urgencies
- Motivate team members to promote team cohesion and transparency
- Reward and recognise team member’s efforts and good work
- Implement action plans to close performance gaps
- Ensure Upskilling of team members to cater for current & future operational ,technical and customer requirements
Performance Management
- Implement required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (case audits) and provide a continuous service improvement
- Ensure adherence to company policy procedures & processes
- Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance
- Conduct employee performance reviews in accordance with company policy.
Interface Management
- Establish regular meetings with Global Process Owners and relevant stakeholders
- Manage escalations by keeping all stakeholders in the loop regarding actions being carried out
- Participate actively in all transverse projects at MSC level
- Participate regularly and actively in all management and process meetings
- Establish new relationships with global and local team members when business requirements dictates the need
about you
Behavioral skills
1 agility - advanced
2 flexibility - advanced
3 innovation - advanced
4 results driven - advanced
5 communication - advanced
6 prioritization and balance - advanced
Professional skills
1 global effectiveness - advanced
2 customer service orientation - advanced
3 operational and financial excellence - advanced
4 knowledge and development - advanced
5 teamworking and networking - advanced
6 leadership and matrix management - advanced
7 employee development and performance management - advanced
8 delegation and empowerment - advanced
9 negotiation, presentation, and organization - advanced
additional information
Education, qualifications, and certifications:
Degree/Equivalent in telecommunications field, preferred
Experience:
Customer Service and Telecommunications experience, highly desirable
3-5 years experience in the specified local telecommunications area
department
Global Delivery & Operations
Orange Business 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
Read Full Description