Business & Process Improvement Lead - Madrid, España - Vodafone

Vodafone

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Role purpose:

Implementation of customer contracts and adherence to the commercial, operational, legal terms and obligations in the respective Customer contract, by ensuring that the strict contractual scope bounding is established to protect against any profit leakage (e.g. through scope creep) and prevent possible penalties and customer disputes.

"Voice of the customer" in the local market organization, proactively detecting improvement areas in the service delivered to the customer, pushing the implementation of such improvement initiatives in the local organization, and detecting business opportunities to be managed by the commercial team.

Management of the contract and service review meetings with the customer, point of escalation in the incidences management process. The interaction and close coordination with the account manager, service delivery manager and O&M team is of high importance

Key tasks:

Drive contract management activities throughout the contract execution phase. Provide inputs to the negotiation team wherever applicable.
Being fully responsible for the postsales commercial contract management (from ensuring a timely site contract signature to fully execution of the contracted scope and the related life cycle management)
Proactively share with the commercial and legal team on key learnings from customer and internal feedbacks.
Be responsible for establishing country specific contract documents (e.g. SLA's) for inclusion within commercial offers, ensuring alignment with policies and mitigation of all country specific identified risks
Provide to the local organization the contract knowledge, mentorship and assistance on interpretation of contractual clauses.
Ensure that the strict contractual scope bounding is established to protect against any profit leakage through scope creep, e.g. via agreed change control
Provide internal mentorship on mitigation claims and resolve disputes via commercial governance. Collaborate with Delivery teams to minimise commercial contractual risk.
Maintain knowledge of operational issues which could result in commercial disputes and initiate preventive actions.
Advise operational teams on commercial risk and support the development of mitigation strategies
Negotiate and resolve contractual commercial disputes and settlements relating to the contracted delivery scope in close alignment with the commercial team
Secure profitability of existing agreements during contract execution phase by professional claim and riskmanagement
Working very closely with the commercial team to draft and negotiate contract terms for expansion contracts, in adherence to business delegation rules and obtaining requisite approvals.
Driving long term improvement in T&C's from a commercial and legal perspective, creating and protecting addon sales and upsell opportunities.
Preparation and monitoring of service dashboards, to guarantee compliance with the SLAs and contractual conditions.
Service tracking meetings with the customer executives
Escalation and prioritization point for complex/long incidents, ensuring the continuous flow of information on the progress made
Analysis and reporting of incident resolution and level of compliance with SLAs
Continuous communication with the client, informing about the incidences status.
Internal dynamization of teams involved to guarantee timely resolution of the escalated incidences

What do you bring?

University master's degree, M.B.A. is a plus
At least 3 years of similar experience
Accredited knowledge in telecommunication networks and infrastructure
Spanish and English, fluent in written and oral
Extensive experience in managing complex commercial negotiations, contract & risk management in preferably technological organizations
Experience in the commercial delivery of contracts, preferably in telecommunications.
Very good understanding of financial & commercial aspects
Strong negotiation skills
Strong written and verbal communication skills
Strong customer orientation
A collaborative and teamoriented person
Strong consultative skills; being able to communicate with different stakeholders
Resultoriented
Capability of coping with pressures & setback
Ability to identify inefficient and recommended processes and implement changes
Ability to analyse data and take data driven decisions

What's in it for you?
- #LI-Hybrid (60% home - 40% office) and flexible hours.

You also have 20 additional days of home working per year from anywhere in Spain
25 days holiday (and additionally 24th and 31th December), with the option to buy up to 10 extra days.
Meal vouchers (in addition to the annual fixed remuneration) and flexible remuneration plan.
Free health insurance, life insurance and own medical services. Physical and mental care health program.
Career development and continuous learning, which includes AI platform and learning platforms like