Job Description

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

Nokia is an equal opportunity employer that is commited to diversity and inclusion.

At Nokia, 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.

Accountable for:

• Lead E2E Order management operations from Customer order receipt till last mile delivery & Invoicing, in a timely & pro-active manner towards customer specific requirements.
• Stakeholder Management - SPOC for MO, interactions with other support functions, to drive order execution
• Drives the Business with Bird's eye view and works on the macro level picture, as well as get into details to sort out daily level execution issues.
• Solve increasingly complex problems & effectively delegate to develop and groom team members for succession planning
• Plans and prepares Dynamic Business continuity Plan to manage potential risks effectively in Execution operations

Identify potential Business risks through networks, and create sufficient back-up, and risk mitigation plans.

Responsible for

• Understand and effectively manage the team's governance and performance
• Understand the level of risk & propose mitigation plans and partner with other support teams to resolve requests/issues in a timely manner
• Efficient resource management and competency at Order Management Center
• Drive improvement through quality, Transformation & Innovation projects
• Clearly communicate team goals and deliverables and keep the team updated on changes
• Build flexible capacity for execution & increase productivity
• Contributes towards enhancement of overall quality of processes & guidelines
• Align and achieve MO revenue targets every period/quarter
• Governance with BPO management and Market Operations periodically
• Workload balancing within Order Management Team
• First Level escalation for Market CSM's / Heads
• Manage escalations with proper corrective and preventive actions
• To allocate, support and monitor; order execution and reporting on tasks requested from all MO/MU Heads and CSM in the market.
• Work life balance for the Team members
• Organize and enabling new joiners' induction along with tool & process training

Contributes

• Manage the stakeholder and team members.
• Managing daily operations and escalations
• Enhancement of overall quality of processes and guidelines.
• Customer Relationship Management

Performance

• Manage daily relationship with Service Provider to ensure the effective delivery of outsourced services for the area of responsibility.

• Close coordination with OMC Heads and Team Leads to ensure daily and forecasted business requirements are met.

• Ensure that E2E process is run optimally, monitoring existing defined SLA & triggering actions with respective owners, to meet Customer's requirements

• Contribute to Transformation & Innovations initiatives - Optimize the cost base of outsourced services.

Other

• Manage Logistics KPI milestone and ensure the team is meeting the KPI
• Drive Daily Improvement and global/transformation projects within the team
• Ensure proper submission of SOX on time and ensure process execution is SOX compliant

Additional Information