Care Program Manager
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MAIN RESPONSIBILITY AREAS: (Key Results areas)
Care Program Manager is responsible for all Care phase operations and accountable within Care LoB for the assigned customer(s).
Has P&L accountability for Care business to the Care Line of Business and Customer Team. Accountable for delivering the entire customer scope of services to the customer within the assigned area of responsibility. Main responsibilities on E2E planning and management of financial and operational performance. Leads positive development of customer loyalty and proactive Care.
Main Tasks: • Ensures compliance with Global Care delivery models and standards • Responsible for delivery of the solution / transition to Care phase • Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale • Triggers contract renewal cycle to Case Owner • Brings existing customer specific knowledge to bear • Searches for further opportunities in Customer’s business • Coordinates service quality improvement efforts and feedback locally within CT
Main Responsibility Areas: · Care Business Management related to contract renewal process, care business planning and analysis, supporting sales activities, cost / profitability development · Customer Relationship Management in Care phase including improvement of customer satisfaction and management of relationships with key Care contacts · Operational Management including provision of Care services and optimizing NOKIA performance towards the customer’s SLAs
Key Performance Indicators: · Absolute Gross Margin GM · Customer Loyalty Index · Service Quality (transactional customer satisfaction) · Service Performance (contract fulfillment)
Responsibility area descriptions:
Care Business management
Managing financial and non-financial Performance · Sales and profitability (Care gross margin) responsibility for Care business of the customer(s) · Participate in new tender activity ensuring that Care resources and margins are appropriately planned and executed · Fulfil required CaBM reporting activities including IB data gathering activities · Liaise with customer to enable access to NEs to allow IB gathering activities · Develop long and short term financial and action plan; establish Care specific objectives for the CT(s) and manage reporting as well as control customer invoicing regarding Care phase Ensure accurate Care demand figures for CT demand planning · Responsible for accurate financial forecasting of Care phase services · Be the advocate for Care financial issues within CT management team
Contribution to Service Business / Solution Creation · Drive and ensure the expansion and continuation of Care Agreement · Identify and develop new business and up selling opportunities, understand the customer needs and channel them to global service lines · Participate in CT(s) team meetings and give leads to CT(s) team by monitoring customer's operations, business situation and competition · Bring customer’s up-selling opportunities to NOKIA
Risk and Opportunity Management · Understanding of customer business, revenue generation and critical issues · Identify and analyze risks and opportunities · Ensure risks actively monitored and managed and risk management plan updated · Plan and implement risk mitigation and contingency actions · Bring view to and from customer on both Risk & Opportunity
Customer Relationship Management · Take the "Customer ownership" in Care phase, acting as primary interface towards the customer for Care related activities and issues as well as managing customer expectations · Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty · Identify customer’s complains, bring them forward into CT and respond to customer · Liaise closely with customer's procurement and operation business and technical management to ensure close relationship and responsiveness to customer needs · Lead Care Team and internal support function to ensure effectiveness and appropriate engagement with customer · Organize and lead regular customer Care meetings and report Care status and progress to the customer in a structured way · Run customer satisfaction’s survey (relationship part) requesting personal feedback from customer
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Operational management
Care Management and Planning · Plan service delivery and service delivery models · Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks · Implement Care Business Management processes and methods into CT operations · Forecast and reserve resources according to the Care Agreement · Establish operating practices and review ongoing operations
Leading the Care Team · Manage Care Team and resources e.g. service labs / facilities · People management: o on-boarding / off-boarding people o performance feedback on people working in the account
Monitoring, Controlling and Execution · Customer issue prioritization for the NOKIA support organization · Oversee all Care operations within the CT(s) related to all NOKIA services · Monitor how NOKIA meets the Service Level Agreements agreed with customer as well as act upon the results · Cooperate with other NOKIA functions in resource and people management issues · Manage subcontractors, contractors and 3rd parties whenever applicable · Execute regular internal reporting as required
Updating the Care Management Plan · Continuously and proactively adapt Care Management Plans and Delivery Processes to reflect the changing environment · Formulate and regularly update customer(s) specific Care Plan
Stakeholder Management · Managing the expectations of Care stakeholders, e.g. o customer o Care team o subcontractors o 3rd party vendors (multi-vendor partners) o Customer Team o Order Management and Logistics (OML) · Setting up and maintaining clear and effective internal and external communication within the Care stakeholders (e.g. customer and Care teams)
Handovers · Customer handover activities (e.g. documentation) · Ensure internal handover of IB from NI to Care · Ensure internal handover from Sales to Care
Language: Kazakh, Russian
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