Alcatel-Lucent Hiring for TaPOIENw0419 – Care Director at Mumbai, India Full Time

TaPOIENw0419 – Care Director

Mumbai, Maharashtra, India (https://aluperf.referrals.selectminds.com/jobs/86334/other-jobs-matching/location-only)

New

Customer Services (http://aluperf.referrals.selectminds.com/landingpages/services-opportunities-at-nokia-187)

MN Mobile Networks

2200000FIH Requisition #

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Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

The team you’ll be part of

Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN).

Job Description

Manage Business Opportunities

• Communication with CT and customer (in relation to closed contracts). Use the contract closure report and lesson learnt as example/best practice to improve own project performance and avoid same mistakes.

• Keep track of expired contracts and engage with account manager for timely renewal. During renewal negotiations, ensure that:

• none of the additional scope or activity is left out of the renewed contract.

• all SLAs or other terms and conditions proposed by the sales (CT/SPS) team or customer are as per Nokia standards / Care portfolio. In case of deviation, align with respective teams.

• Together with account manager, track the generated up-sell ideas. Share the CaPM community the best examples of up-sell opportunity identification and follow-up actions.

• Engage with SPS/CT to convert opportunity into actual sales

• Representing Nokia Networks in Care workshops and meetings with Customer organization, subcontractors, vendors/suppliers (Relationship Management)

  Manage Customer Engagement

  • Encourage customer to participate in trials/pilots of new service/solutions (as appropriate). Ensure customer feedback reaches product development team.

  • Understanding of the customer organization to engage with appropriate level (CXO) at customer end to help to influence key decision making.

  • Work with the Customer Team/Account Team to suggest and organize customer engagement/team building activities.

  • Ensure timely and accurate updates to internal (Nokia) management team with status, expected customer escalations and planned response. Engage with customer to minimize the negative impact of management escalations.

  • Together with the CT, discuss the survey results and propose corrective action plan. Look at the bigger picture and identify such issues (that are impacting ratings) that may not be apparent. In case of major cases, engage with customer on face-to-face basis and update the customer on the actions taken.

  • Leverage performance data to further gain customer trust. Is able to influence customer for further bench marking or fine tuning of KPIs wherever needed.

  • Spearheading customer engagement, leading a profitable and successful Care business and managing Care team and Care activities by applying CPM Methodology.

  Manage Financial Performance

  • Ensure that financial data is correct and share the guidance with junior colleagues.

  • Engage with customer to reverse penalties (to the extent possible) or to bill extra activities done for the customer.

  • Periodically review with junior program managers to check the financial performance of the respective scope/contract. Ensure revenue re-cognition with help from CT F&C. Audit cost performance.

  • Ensure cost base line (CBL) adherence and suggest improvements to ensure sticking to the CBL.

  • Accountable for Care business results and performance operations for the assigned Customer

  • Regular monitoring and management control of the Care performance (cost, quality, agreed SLA).

  Manage Operations

  • Prime interface for the Customer in Care Phase, liaising closely with the Customer’s Business and Technical Leadership.

  • Ensure Sales to operations handover is done as per process, with particular focus on clearly defining the scope, CBL, risk, penalties, etc.

  • Approve the business plan. Ensure service delivery conforms to the agreed business plan and provides guidance as needed. Communicate the plan to the customer and aligns with them.

  • Engage proactively with GS teams regarding innovations in delivery model / service portfolio.

  • Ensure governance with remote delivery organizations is well defined and observed in practice.

  • Engagement with GDC pool for Care resolve case as well as emergency management.

  • Ensure that all out of scope activities/services are raised to SPS/CT as up-sell opportunities and for proper financial closure.

  • Manage actualized risks so that they result is least possible financial/cost impact.

  • Responsible for Care Agreement execution for all business and operation management in Care Phase.

  • Support of Care sales and tendering activities

  • Managing 3rd party contracts.

  • Managing Installed Base documentation

  What we offer

  Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

  Nokia is committed to inclusion and is an equal opportunity employer

  Nokia has received the following recognitions for its commitment to inclusion & equality:• One of the World’s Most Ethical Companies by Ethisphere • Gender-Equality Index by Bloomberg • Workplace Pride Global Benchmark• LGBT+ equality & best place to work by HRC Foundation

  At Nokia, we act inclusively and respect the uniqueness of people.

  Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

  Join us and be part of a company where you will feel included and empowered to succeed.

Additional Information