Business Support Senior Specialist _VOIS

Job Description

DescriptionRole purpose:NSE _VOIS is an internal organisation that acts as an internal service provider to the local markets or group functions (referred as ?customer? going forward).Business Support Senior Specialist acts as the POC (point of contact) for the internal business customer and NSE VOIS Management, performing both - a role of NSE VOIS India ?ambassador? towards the customer and customer ?Voice? towards NSE VOIS Management.Business Support Senior Specialist will report directly to Transformation & Governance Sr. Manager & dotted line to the Center Executive.Within the context of the above, the performed tasks include:Build a strong relationship with key stakeholders in NSE VOIS India (HR, IT, Information Security, Corporate Security, Compliance, Legal & SCM) and customer side (Vodafone Network, Local markets & Group functions)Support the demand management engine in the preparation and sign-off of the business case relating to NSE VOIS IndiaBeing an escalation point during the transition period from business case approval till fulfilment.Overseeing transition and the sourcing mechanism in India centre on boarding; internals vs externals; attrition.Monitor, reporting, managing, and escalating (as required) any service quality related issues with Network _VOIS management.Analyse sourcing processes to ensure right capacity is in place to cope with existing and new demand, resource utilization (monitoring and tracking resources against business requirements)Supporting internal NSE VOIS Business transformation and cost improvement initiativesSupport the governance between NSE VOIS, supporting functions and the internal customer (monthly meetings, monthly SLA), including the generation and management of the customer dataManage the Compliance, Data Protection, Privacy, GDPR processes, business continuity plan, Fraud Risk Assessment, information & corporate security updates for NSE verticals & Service center in alignment with Center Executive.Align L&D planning & execution with Center Executive, L&D & Verticals.Job ResponsibilityKey accountabilities and decision ownership:Support the business transformation / growth initiatives for Network _VOIS IndiaSupport and collaborate closely with the leaders of the centers in IN and NSE VOIS Management in implementation of the NSE VOIS agenda, including location strategyCollaborate closely with NSE VOIS BDM (Business Demand Managers) in aligning VOIS FTEs growth targets and ensuring successful mobilization/ recruitment processManage key stakeholders? relationships and act as the SPOC for customer issues and escalationsOversee and act as escalation point during service transition period and BAUDrive legal, risk and compliance for Data Protection aligned to VOIS guidances across NSE Verticals and Service CentresCompetencies:Core competencies, knowledge, and experience:Strategic thinkingNetwork relationship managementAccount management/business developmentNetwork Service managementStakeholder Management & Project ManagementMust have technical / professional qualifications:Broad Network knowledgeTechnology account management/consultancy experienceRigor and reliability in the follow up and implementation of actionsCommercial/Financial governance experience#_VOIS #movewithus

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