• To capitalize opportunities of developing a new products or services, meeting all the requirements for the proper handover to Operations, including tools flow, knowledge management, cost impact, interlocks and others.• To build cross-functional and agile processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption, mainly for new products and services.• To define and manage a solid communication strategy in order to… Show more • To capitalize opportunities of developing a new products or services, meeting all the requirements for the proper handover to Operations, including tools flow, knowledge management, cost impact, interlocks and others.• To build cross-functional and agile processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption, mainly for new products and services.• To define and manage a solid communication strategy in order to consistently deliver, develops and improves the level of awareness of new and existing products (if needed), processes, procedures and interlocks according to the needs: Virtual trainings, workshops, local debriefs, floor-walks, participation in managerial meetings and others.• Lead continuous improvement initiatives, detecting or capturing gaps or challenges from a broad scope of inputs, coming from exchanges with different entities transversely and/or customer feedback. • Arbitrates differences or conflicts based on process and interlock documents to support the implementation of Service Improvement Plans within own domain or cross-functional.• Actively contributes to the alignment among the new product, the business needs, the offers and the organization Tools strategy, to guarantee our teams are operating at peak effectiveness and efficiency. • Support Continuous Improvement or Transformation projects, from the perspective of enhanced customer experience, playing different roles from work stream leader, brief/debrief facilitator, action owner, among other needs.• Effectively manages and analyzes to understand the specific challenges faced by the operations and make decision accordingly. Show less

•To analyze and ensure quality & consistency of overall customer service & incident management activities across Integrated operations and its cross functional entities by reviewing KPI performance, initiate & drive the improvement actions in coordination with respective functional management and GPO.•Generate performance dashboard with trend analysis for each sub-function in Integrated operations and its cross functional entities•Ensure the Integrated operations and its cross… Show more •To analyze and ensure quality & consistency of overall customer service & incident management activities across Integrated operations and its cross functional entities by reviewing KPI performance, initiate & drive the improvement actions in coordination with respective functional management and GPO.•Generate performance dashboard with trend analysis for each sub-function in Integrated operations and its cross functional entities•Ensure the Integrated operations and its cross functional entities related process governance & compliance through regular review meetings with Team and respective functional management.•Take a lead role in driving various internal projects within Integrated operations and its cross functional entities across MSCs related to continual improvement, performance optimization & other KPIs as assigned according to organizational objectives.•Identify the gaps related to performance, process, and work closely with GPO & with respective functional management to develop and drive the improvement plans effectively across Integrated operations and its cross functional entities.•Act as a POC for Integrated operations and its cross functional entities staff for any real time process, performance related queries or concerns.•Act as SME from a process, tools, Clarify, OCEANE, ServiceNow quality connect survey , Service excellence and assist Integrated operations and its cross functional entities when they need SME support. Show less

•Incident management of network outages and degradation of services for complete life cycle of incident from opening to resolution•1st line technical troubleshooting with customer and customer’s technical team, interlock with fault resolution groups, service managers, next level technical team and other stakeholders including carriers and vendors•Handling customers escalations