The Organization
Our client is a versatile international telecom and media company with over 15 million customers in 10 European countries. It is the most successful alternative telecom provider in Europe and delivers fixed and mobile telephony services, data networks and internet services. The Holding in the Netherlands started at the end of 1997 and has grown to be the largest new telecom provider on both the business market as the residential market. However ambitions reach further. At this moment the company is looking for a Manager Operations Consumer.
The Position
The Manager Operations Consumer is challenged to use your operational management and service skills to create growth for our business and yourself. You and your team are responsible for the performance of the service delivery and customer management processes.
Responsibilities
• Optimizing the company operational capacity and customer processes including product development, while aiming for higher customer satisfaction at optimal operational and capital expenditures
• Implementing operational strategies to ensure the attainment of revenue and profitability objectives. It comprises the interface with the commercial marketing and customer care organization and translates strategic and tactical objectives into operational goals
• integrally responsible for the performance of the value chain processes in the consumer en small & medium business area for the holding in the Netherlands
• Responsible for the operational product and project management
• Full management responsibility for:
– Operational product management
– Order management
– Delivery & assurance
The Manager Operations Consumer reviews performance, identifies gaps and drives teamwork around corrective actions. Key performance indicators are end-to end measurements on customer on time delivery, First-Time-Fix, NPS, Cost of Non-Quality and incident/complaint resolution speed. The first year a change management path will have to be followed, to transform the organization both on operational indicators as well as teaming, culture and overall performance.
Furthermore the Manager Operations Consumer is responsible for:
• Managing the service delivery operation: create an efficient organization for delivery, ensuring effective supply chain strategy to create customer satisfaction at the terminal point of delivery
• Creating full transparency within the delivery and assurance processes, which is pivotal in managing customer satisfaction, internal alignment and improvement and integration of business processes ensuring a consolidated status overviews on key customers and segments (preferably through a customer portal and management reports)
• Strong, inspiring change leadership. A leader in vision, execution and people skills, who will transform the current organization
• Driving innovation in execution processes; e.g. capable of initiating crucial improvements and successfully manages the implementation of IT
• Ensuring a quality framework that enables ISO 9001 certification and ensures good results on Third Party Audits for customers
• Developing and maintaining a professional and motivated team, managing competence development
The Candidate
The ideal candidate has experience in Customer, Operations and Supply Chain management. The candidate matches the following criteria:
• More than 5 years professional experience
• Academic Education
• Black Belt Six Sigma
• Proven track record in operational excellence
• Proven (team) leaderships skills
• Strong change mananagement skills
• Result oriented, Customer focused
• Fact based, demanding, structured and reliable
• Strong communication, presentation and interpersonal skills
• Energetic, open personality
• Hands-on mentality is essential
• Strong analytical skills and is able to structure processes