Responsibilities/ Accountabilities:• To have overall delivery & operations accountability for the quality of any insourced or outsourcedservices provided to multi-national customer measured against service level agreements• Leadership of all program & project governance activities during the delivery & operations lifecycle.• To manage the Project, Service & Program performance• To ensure full compliance to customized /outsourced Service Management product definition• To be the customer’s primary senior point of contact within Orange Business Services and ownCustomer Relationship Management• To lead management of customer service improvement plans in order to enhance customerexperience.• To ensure adequate and timely reports which include measurements against customer SLA’s onquality, change, and performance of the services provided to the customer.• Involved in contract and SLA negotiations as well as large and complex implementation programs.• To lead regular customer service, project & program review meetings at corporate & executive levelsboth with the customer & internal within Orange• Implement and lead a vendor management structure for outsourced Services for assigned customer• To assist in additional service & project management contract negotiation /budgeting in parallel withAccount Director & customer team where applicable.To assist in Service & Project Management proposed solutions and provide pre-sales presentations tocustomer when required• Interface with the customer at senior management level on a regular basis and conduct periodicexecutive service & program reviews.• To assist SM & PM management team in developing service & project management revenueopportunities on new business.*Product owner for the combined customer/ supplier SCRUM team using agile methodology*Management of service & program management staff who are assigned to the account

Roles and Responsibilities:* Leading and managing service desks and local delivery teams for APAC region - OperationalManagement* Managing local Malaysian customers as the customer service manager* Built the Task Force for critical customers for service improvements and service enhancements toincrease customer satisfaction*Responsible and accountable for meeting SLA targets for the operations and delivery teams includingcustomer satisfaction, productivity, attrition and employee satisfaction and retention.*Responsible for hiring, training, coaching, performance and strategic planning focused on team andindividual improvement.*Responsible for Cross-Functional Team Leadership trainings and initiatives*Support account team for customer bids from CS&O prospective from delivery, operations support andservice management including resource planning and allocation.*Support region wide initiatives such as employee engagement, NPS and process improvement.*Support Orange Malaysia initiatives like MYS graduate program, CSR activities and peoplecollaboration and engagement activities.*Driving teams to turn around derailed customer situations and accounts*New Business Development and support sales management*To identify any business process improvements

 Managing the Asia Competency Centre for Orange Business Services in Malaysia in strategic partnership with NTT at partner site initially and transitioning the centre into Orange Malaysia to deliver a professional and consistent delivery of quality service to Orange's customers across Asia by the Service Desk, the Service Delivery and Service Transition teams all the while achieving operational targets while sustaining teams satisfaction. Responsible and accountable for meeting SLA targets for the operations and delivery teams including customer satisfaction , productivity , attrition and employee satisfaction and retention. Assumed the role of the site lead for the location and represent Orange Business Services activities , assisting in coordinating and managing site work environment Managing relationship and the timely delivery of services by partners and vendors to ensure smooth operations of resources and facilities. Developing teams and team leaders to ensure the skills level match both current and future operational and customer requirements. Responsible for APAC Skill Set Assessment. Responsible for SIP for critical customers and plans on retention and possible organic growth in operations Heading the ACC Program Office consisting of cross functional managers for training, people engagement activities, CSR activities for the center. Supporting sales by attending and presenting service support and service management capabilities to customers.

Managing and leading a team of analysts who studied the generated reports pertaining to the customer's networks to suggest areas of improvement for almost 184 customers across Europe. Identifying gaps in the processes and framing work direction/designing a plan for the team leads to implement and ensure its compliance. Interface and overlap with regional heads and customer service directors across EuropeAccountable for seamless transition of responsibilities from Customer Service Manager to the analystsMonthly meetings with relevant stakeholders to understand and proactively plan for changes and projected needsResponsible to ensure customer satisfaction through regular reviews, defined ownership and continuous service improvementLeading various projects across team , increasing efficiency and productivity.

Lead a team of network engineers to restore normal service operations at the earliest to minimize adverse impact on customer business.Actively drill down overall business goals/targets to direct reports and ensure that all goals/targets are met. To motivate and develop the team through coaching, feedback and personal development in order to enhance performance delivery and maximize staff retention.Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery and customer satisfactionResponsible for the overall process SLAs to include process metrics and attrition rates.Responsible for maintaining the call management data for the team and ensuring that the upper management is aware of the same by sending weekly dashboards.

Monitor and mentor a team of 26 Tech Reps to provide accurate resolutions related Microsoft product activation and volume licensing.Ensured that the service levels were met and the abandon rate was maintained to a minimum as prescribed by Microsoft.Responsible for developing, implementing, maintaining, and enhancing test methodologies that ensure exhaustive testing of all agents to ensure compliance with process specifications

As a part of the transition team, migrated Residential Technical Tier 2 and Tier 1 support from Minneapolis, USA Responsible for monitoring, mentoring and coaching agents to perform to the best of their abilitiesMember of the Green Belt Project team to reduce the hold time for the process as per client requirement.Attending QA Calibration sessions, Client calls as per roster established.