Process and Performance Manager

Orange Business is here!

About us

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.

About the role

• The Process and Performance Manager is at the centre of the continuous improvement cycle with three main focus areas: operational performance, customer satisfaction and economic performance. The missions are as defined:
• Provide support to operational teams to attain the performance levels as per set objectives and key results
• Perform required analysis & reporting in case of performance issues and propose recommendations and remediation actions.
• Propose Service Improvement plan & follow-up till expected level of service is achieved.
• Assist Managers and Team Leaders with the analysis of their performance scorecard.
• Identify and propose process improvement initiatives through automation, optimization and simplification.

About you

Knowledge:

• Knowledge of ITIL / ISO 20 K
• Knowledge of OBS processes
• Knowledge of tools used in OBS.

Abilities:

• Good communication and presentation skills
• Excellent customer facing skills are required
• Good time management, and organisational skills
• Team work, uses a team approach to solve problem when appropriate.
• A determination to process tasks according to pre-defined processes is essential.
• Ability to build relationships with peers and management levels and customers.
• Proactive, self motivated and determined attitude.
• Tenacity.
• Flexibility in terms of working hours.
• Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
• Results driven/orientated, and problem solving skills.
• Need a willingness to learn and expand knowledge
• Good Coaching and Training Skills
• Masters Business Intelligence data mining (BRISE, Web Intelligence, SO Data Analytics, QlikView)
• Design Thinking
• Masters Excel and Macro
• Conducting performance meetings
• Knowledge of Problem Management Processes.

What we offer

NA

Only your skills matter

Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.

Responsibilities

- The Process and Performance Manager is at the centre of the continuous improvement cycle with three main focus areas: operational performance, customer satisfaction and economic performance. The missions are as defined:
- Provide support to operational teams to attain the performance levels as per set objectives and key results
- Perform required analysis & reporting in case of performance issues and propose recommendations and remediation actions.
- Propose Service Improvement plan & follow-up till expected level of service is achieved.
- Assist Managers and Team Leaders with the analysis of their performance scorecard.
- Identify and propose process improvement initiatives through automation, optimization and simplification.