Care Project Manager

Job Description

Come create the technology that helps the world act togetherNokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people?s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.Job Responsibilities & CompetenciesAnticipates internal and external business challenges and / or regulatory issues and drives process, product or service improvements that create competitive advantage.Are you passionate about solving problems?As part of our team, you will:

• Accountable to the processes and standards in teams.
• Uses knowledge on how the job contributes to the corporate goals as well as knowledge of industry and competitive landscape to increase own effectiveness.
• Combines profound professional expertise with a holistic sense for the business and commercial environment and understands how the job contributes to achieving the objectives of the business.
• Solves highly complex or novel problems based on sophisticated analytical thought and complex judgment.
• Independently develops concepts to set the professional direction of own organizational unit and influences and contributes to strategic decisions within professional area that affect the performance of the subfunction (EG a subset of a function, typically consisting of several areas with independent budgets).
• Acts as a senior leader, typically at a global or regional level, in many organizational units the most senior internal expert who serves as best practice / quality resource and is an acknowledged authority both within and outside own organizational unit.
• Leads functional teams or projects with considerable resource requirements, risk, and complexity.
• Manages service delivery for Care portfolio across case handling, emergency and software upgrade services for with a large business volume and / or high complex customer contract with high risk probability.
• Manages day-to-day operational performance, workload and efficiency of the team.
• Ensures that optimised resources based on business demand are continuously available: people, tools, working material and lab.
• Ensures the skills of the entire team are identified and tracked. Is responsible for the teams? readiness while developing competencies with appropriate trainings.
• Ensures Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market.
• Manages customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), and ensures relevant tools like Installed base, Contract Database (CDB) are updated and available in collaboration with Care programme manager.
• Ensures quality of service delivered by the team.
• Ensures team costs and expenses are managed in accordance to Nokia?s policies, limits, guidelines and within determined area financial budgets
• Complies with the requirements as per the process roles.
• Supports Care customer interfaces by providing right competences, escalation and process whenever required.
• Is accountable for career development of the team members.
• Promotes collaboration and knowledge sharing in teams.
• Accountable for or contribute towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.
• Typically requires 6 -8 years extensive relevant experience in leading customer support teams.
• Responsible for Care services escalation management for the customer.
• Responsible for Care services Proft & Loss in the market unit

Your skills and experienceYou have:Key Competencies

• Coaching
• Communication and Public Speaking
• Customer and internal stake holders management
• Knowledge Management
• Organizing
• Service Excellence
• Project Management
• Trouble Resolution and Case Handling
• Care Planning, Reporting & Process Knowledge
• Software Change Project Management

It would be nice if you also had:

• Drives Results
• Plans & Aligns
• Builds Effective Teams
• Nokia Portfolio more specifically Cloud and Network Services Portfolio
• Drives Vision and Purpose
• Problem Solving

Additional Information

Keyskills :