Field Operations Manager

Orange is a bold challenger on the Belgian telecom market. We count more than 3.3 million residential and B2B customers. We offer mobile, fix, internet & TV solutions on the Belgian market. As an innovative company focusing on the customer care, we are continuously investing in digital transformation in order to offer that extra mile for our customers.

Do you share our passion for all things digital? This way, we can log into all of tomorrow’s challenges. Maybe your talent could speed up our transformation even more.

Sounds good?

Then you might be glad to know that we are looking for an enthusiastic Field Operations Manager.Maybe are you the skilled profile we are currently looking for!

Log into the next step of your career!

Manage and steer the outsourced customer operations activities and lead quality initiatives as well as daily quality activities for as well external as internal teams to improve efficiency and quality of service while keeping costs under control. This is done via partnership & steering of a dedicated team of experts having either focus on partner management either focus on quality.

• Organizes, steers, supports and develops the Customer Support operations through partnerships and internal team of experts (Coaches, Operational Experts, …)
  • First time resolution of all customers’ inquiries
  • Customer Satisfaction
• End to end partnership/vendor management
  • Financial aspect: ensures complete financial control over the partner
  • Operational: aspect: ensures complete control and integration with the internal Orange organization
  • Customer: ensures quality and accessibility.
  • Sales: enforces the partners to meet sales targets.
  • Infrastructure: liaises with IT to ensure that Orange has the most efficient infrastructure in place to manage its partners.
  • Market intelligence: develop the necessary market intelligence so Orange can benchmark its performance on all aspects mentioned above.
• Develops a service strategy aligned with key stakeholders and ensures it is reflected in optimum business processes, policies and methods, identifies and acts on areas for improvement in order to achieve the business objectives.
• Ensure key Service Management metrics are defined, implemented, monitored and ensure that the related measurement and reporting capabilities are addressed as part of the design, build & Run processes, to support proper:
  • Quality and Performance Monitoring & Management
  • SLA, OLA Management
  • Capacity Management in line with KPI such as Service Level
  • Availability Management….
• Interacts with other departments in order to influence and anticipate new business requirements. - Ensures these needs are integrated in the most efficient way in the customer care organization.
• Manages a budget in full responsibility.
• Ensures incident creation, follow-up & management (including any referral or escalation as may be necessary) for activities within his scope (Cable/Mobile).

• External partners: operational/middle management responsibles
• Internal clients: operational management & middle management level within CBU/CS, Product, Marketing, Finance and Sales

• Customer Service Operations
• Field Operations

Direct reports: 5-12

Leads, manages and coaches a team of:

• Partnership experts that are responsible for the output of the partners.
• Operational and quality experts that are responsible for the monitoring & reporting, incident management, quality and coaching of the OBE CSR working on the process

Opex/capex : 5 - 20 million €

• Five years minimum experience in (Operational) Partner Management
• Five years experience in an Operations environment, preferably Field operations
• Experience in People management
• Knowledge of cable/fiber networks
• Bachelor’s degree or equivalent experience required
• Good knowledge of telecom market & M* organisation, products & services
• Excellent knowledge of M* customer facing processes and procedures
• Good knowledge of MS Office

• Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
• Strong oral and written communication skills, 3- lingual (French, Dutch and English)
• Excellent interpersonal skills with the ability to assist in building strong team dynamics and work with complex cross-functional teams
• Helicopter view on operational, sales and marketing matters.
• Ability to manage and interface with suppliers at multiple levels in the organization
• Strong foundation in Cultural Awareness
• Excellent Listening Skills
• Analytical
• Persuasiveness
• Influencing and Negotiation skills
• Diplomacy
• Teaching & Coaching skills