Operational Manager - Senior

About UsJoin us at Orange Business!We are 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¿ Supervision of the customer support team to ensure compliance to performance targets (KPIs)and overall customer satisfaction.¿ Conduct employee performance reviews in accordance with company policy.¿ Ensure staff engagement and motivation all the time.¿ Development of staff to ensure skills levels match both current and future operational andcustomer requirements.¿ Schedule team training; leave requests, rostering, and overall staffing requirements.¿ Responsibility for ensuring adherence to company policy, process & procedures.¿ Review of all necessary reporting to ensure the team meets operational, PerformanceMeasurements and customer support targets. Daily review of primary KPI reporting.¿ Ensure all faults/inquiries are logged and processed in the most efficient process.¿ Point of escalation for other entities for the implementation of the solution to the customerproblem within the defined time frames.¿ Work to excel for customer service and to focus on customer satisfaction¿ Implementation of the required strategies to ensure ongoing high levels of CustomerSatisfaction through regular reviews defined ownership and continuous service improvement.¿ Implementation of strategies and processes to ensure employee satisfaction and motivation¿ To provide hands on support of calls and cases if demand exceeds associate resources available.¿ Represent the department if required at customer meetings and service reviews.¿ Conduct management/staff performance reviews in accordance with company policy.¿ Develop interlocks between his/her team and the rest of Service Operations teams¿ Develop team targets.¿ Contribute to the “Service Operation process & procedure improvements” to increase theteam’s productivity and lower the number of incoming escalations within his/her team¿ Putting plans to ensure staff motivation and decrease attrition rate.¿ Develop interlocks with other Incident Management teams in other MSCs.¿ Other Administrative Tasks As Per Job Requirements.¿ Assisting staff in identifying their career path.¿ On Call availability during OBH.About You¿ Leadership: The ability to lead and motivate a team, set clear goals, and provide guidance andsupport.¿ Strategic thinking: The ability to develop and implement long-term strategies to improveoperational efficiency and achieve business objectives.¿ Problem-solving: Strong analytical and problem-solving skills to identify and address operationalchallenges and make data-driven decisions.¿ Communication: Excellent communication skills to effectively collaborate with cross-functionalteams, present ideas, and provide clear instructions.¿ Project management: The ability to plan, organize, and manage multiple projectssimultaneously, ensuring they are completed on time and within budget.¿ Financial acumen: Understanding of financial principles and the ability to analyze financial data,create budgets, and make informed decisions to optimize operational performance.¿ Process improvement: Experience in identifying and implementing process improvements tostreamline operations, reduce costs, and enhance productivity.¿ Relationship building: The ability to build and maintain strong relationships with internal andexternal stakeholders, such as suppliers, vendors, and clients.¿ Adaptability: Flexibility to adapt to changing business needs and priorities, and the ability tomanage ambiguity and uncertainty.¿ Knowledge of industry regulations: Familiarity with relevant industry regulations and standardsto ensure compliance and mitigate risks.What We Offer Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world. Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working). Professional Development: training programs and upskilling/re-skilling opportunities. Career Growth: Internal growth and mobility opportunities within Orange. Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events. Reward Programs: Employee Referral Program, Change Maker Awards.Only Your Skills MatterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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. Awards