Who are we?

Job Summary

The Manager, Business Analysts supervises a team responsible for commercial fulfillment strategy and process execution to support customer novation, entity name changes, and contract/asset transfer. In addition, she/he oversees the day-to-day operational planning to deliver best-in-class customer experience and operational excellence. She/he will have the tactical accountability on global initiatives to simplify, scale and transform, in support of predictable revenue performance and optimized customer experiences.

Responsibilities

• Supervises and mentors a team to provide proactive professional service and advisory to customers and navigate effectively the global matrix organization

• Manages all dimensions of the employee journey, and inspires staff to become the best version of themselves day after day, and fully embrace the corporate culture

• Pioneers the execution of the global strategy and drive teams to navigate through constant changes and transformation

• Designs and monitors performance metrics and continuously looking for insights and improvement opportunities

• Listens to customers and stakeholders and ensures accountability on commitment

• Reviews exception requests and determines the appropriate managerial guidance

• Manages internal/external escalation and ensure a methodical process is followed to de-escalate, understand root cause(s), and implement corrective and preventives measures

• Works closely with the global leadership team on the strategic and tactical planning to deliver the business outcome and the institutionalization of the changes

• Interlocks with global stakeholder groups and advocates for changes to achieve global consistencies, integrate regional/local nuances, and optimize the commercial fulfillment journey

• Tackles proactively problems or risks impacting strategy or execution, prepares business cases and seek for buy-in on improvement recommendations and actions

• Partners with the global teams to drive process, knowledge, systems and data optimization initiatives and change management efforts

• Supports other global programs or duties

Qualifications

• At least 10 years relevant professional experience, with minimum 5 years as people manager, managing all facets of the employee journey/life cycle

• Strong business-savviness at ease with digital transformation and the digital business landscape

• Active and empathetic listener, able to understand pain points from customers and stakeholders

• Passionate to serve others, win as a team, think outside the box while keeping things simple, and always put customers at the center of everything

• Agile and at best when dealing with problems, ambiguities and changes

• Proven track record managing and optimizing ongoing service operations through process improvement methodologies, change management and observed through appropriate metrics

• Proven track record leading organizations through impactful transformation and simplification

• Excellent storyteller understanding the different customer/stakeholder persona

• Experience working for MNC in Data Center, Cloud, Telecom or Digital Business, in Business, Revenue, Sales, Customer Care, Legal and/or Finance Operations department (desirable)

• Project management and process improvement certified (desirable)