Description
Senior Process Manager ETOM
Senior Process Manager
Deliverables:
1.SoHo Customer Journey
a.Inventarisation of existing SoHo Customer Journey
b.Design of new required Customer Journey, with buy-in of relevant directors
c.Document high level process flows for the above
d.Pro -active coördination of the above process, (initiating meetings, chairing, summaries, documenting minutes, resolving conflicts, etc.)
2.Touchpoints new B2B organization
a.Inventarisation of all touchpoints
b.Design of required process interactions, incl. kpi's and SLA's
c.Agreed set of process interactions, with buy-in of relevant directors and VP's
d.Document high level process flows on all touchpoints
e.Pro -active coördination of the above process (initiating meetings, chairing, summaries, documenting minutes, resolving conflicts, etc.)
3.Small and MLE Customer Journey (second phase)
a.As above for SoHo
Competences:
Extreme good communication skills on VP and Director level
Analytical skills
Good writing and presentation skills
Perfect knowledge of the English language
Independent mind set
Proactive
Knowledge and experiences
Proven experience with ETOM model
Proven experience with process design & management in Telecom organisations
5-10 years experience in process design and/or management, incl. (high-level) documenting
Project Management experience