Mobile Consumer Assurance Team Leader Milano

Mobile Consumer Assurance Team Leader
Milano
Lombardia, Milano

Role purpose**:

He/She is responsible for managing and coaching a team accountable & responsible for VF Mobile Assurance Consumer, MVNOs Assurance and Content Service Support Assurance.

He/She coordinate the external Help Desks, define and renew procedures and monitor quality KPIs related to the customer service.

He/She manage and motivate a team of internal people and external suppliers and he/she is responsible of SLA definition and compliance verification in order to guarantee high quality standards and target achievement on Mobile Assurance.

**Key accountabilities and decision ownership**:

- Leadership in business as usual activities and excellent problem solving attitude even under pressure on in critical situations

- Establish a good network for both internal and external stakeholders

- Managing and coaching a team accountable & responsible for Mobile Assurance Consumer service for more than 20M customers acconding to SLA and compliance verification for external suppliers and internal teams

- Guarantee the respect of budget allocations and the spending control according to targets and guidelines given by Finance Departments

- Stimulate innovation and implement digital solutions for business intelligence, bringing and taking forward new ideas in order to make process more effectives

**Core competencies, knowledge and experience**:

- Self-motivated individual with excellent organizational, presentation and with strong innovative analytical and insight focus

- Strong time-management skills and being comfortable working under pressure

- Excellent communication and leadership skills

- Problem Solving

- Team working

**Must have technical / professional qualifications**:

- Proven expertise in assurance services, design process and methodology for Consumer Customers

- Technical and learning-oriented approach with proven experience and recognized knowledge of architecting solutions for Consumer services

- Degree in technical disciplines (engineering preferred)

- Strong stakeholder relationships across all functions involved in the Netw Op.

& Cust.

Op management process

- Fluent written and oral English