Team Lead TDT Consultant
Orange Business Services
Gurugram, India
2d ago

About the role

The Team Lead Technical Design Team is responsible for ensuring the team works towards transferring customers’ requirements into a solution based on Oranges’ products and services.

For all installed customer base, the team should act as owner of technical design from concept through quotation to subsequent ordering and implementation, including technical validation of all associated customer deliverables.

Team Lead TDT should contribute towards overall improvement of customer experience such as First Lead Time to Quote (FLTQ) and deligery times (NS#3) by ensuring the team performs on-

time & first time right technical validation of all assigned Quoto and GOLD orders.

Team Lead TDT is responsible for Quoto & Order queue management, escalation management and resource allocation in a proactive manner

key accountabilities

key result / decision areas (outcomes)

Timely and high quality completion of the Quote to Order process steps under TDT responsibility

Ensure all TDT steps are completed within defined target timelines

Ensure proactive follw up on process steps and elimination of blocking points to support uninterrupted quote and order flow

Maintain standard and customer specific checklists for quality control

Establish other quality control mechanisms

Outstanding Customer Experience

Proactively anticipate customer requirements, deliver to meet or exceed expectations

People Development

Facilitates development of a performing team

Challenges others to develop as leaders while serving as a role model

Develop and implement engagement initiatives to maintain team's morale and motivation

Knowledge Management

Possesses in-depth knowledge of the QTB processes and tools especially the steps related to TDT activity (technical design and validation)

Promotes and coordinates knowledge harvesting within the team & organization

Training & Development

Identify, record, plan and administer the training requirements of the team

Resource Management

Facilitate in Resource management : Hiring, turn-over, training, performance appraisal and career path management in collaboration with Team Manager

Matrix Management

Build & nurture transversal relationship across the Organization to foster a collaborative environment

Business Performance

Facilitate delivery of the defined performance KPIs and profitability targets

Productivity & Efficiency

Efficient resource management with an eye on productivity & cost through automation scripts.

Managing & Comminicating Change

Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirements

Continual Improvement

Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions

Business Performance

Creates and executes development plans and revises as appropriate to meet changing needs and requirements.

Performance Management

Analyze performance, debrief with the team and implement improvement plans as required.

Process Compliance & Adherence

Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards.

Escalation Management

1st point of contact for managing escalations with regard to any technical or procedural issues for TDT.

Act as backup for Team Manager

During absence of Team Manager own key responsibilities to ensure business continuity.

Any other duties as required by Head Of Business

knowledge and abilities

Excellent customer service skills

Sound knowledge and understanding of all the Products & Services offered by Orange

Excellent understanding of TDT tools and processes

Broader understanding of telecommunications protocols and technologies

Exemplary people and change management skills

Ability to build relationships with peer and management levels both, with clients and the company management

Excellent interpersonal skills.

Good time management, organizational and communication skills

Ability to work under pressure and deal with multiple tasks.

Self-Management, Decision-making and Customer Oriented Attitude

Problem solving skills.

Leadership and Matrix Management

Good Project and Business Management skills

Minimum 8 years experience in telecommunications / service provider arena

Minimum 2 years in people management (Desireable) should coach the team members and help them toresolve the issues. Make them self efficient.

International Business

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

Regular

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