The Head of Care is responsible for functional, resource, competence, and people management of customer support / services engineer team(s) providing Care SW Services. Also responsible to drive and fulfil Care SW Services (case handling, emergency services and software upgrade). KPIs on customer(s) / market(s) level with highest quality. Provides escalation support and assistance in the delivery of software services, when applicable. Monitors and guides professional developments of team / organisation / business and strategy for a business-relevant organisational unit, quality, speed, and cost management responsibilities.

 

• 10-15 years of relevant experience in Care Management in telecommunications industry

• Leadership skills and people Management experience is required

• Japanese proficiency is a very strong plus


Impact

Impact is primarily short term and and typically functional, departmental or small single geographic in scope through management of resources. Accountable for departmenta/program goals, achievement and cost performance. Actions and errors will normally impact business, program, project, function. Marked contribution to defining the direction for new products, processes, standards or operational plans based upon business strategy. 

Scope & Contribution

Individual Contributor: Independently carrying out consulting, specific functional work within a Business Unit/Geography. Assumes broad perspective. Resolves unique and highly complex problems within own discipline. Makes decisions about own and/or project work using known solutions as basis. Managerial/Supervisory: Typically second (occasionally first) level of solid line management. Effective management of resources and development/implementation of plans and processes. Interprets policies and establishes procedures. Increased awareness and influence of other functions outside of own business area. Decision making often repeated in similar manner - able to choose correct solution or modify existing solution. 

Innovation

Highly independent and self directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods. 

Communication

Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function.Requires ability to influence others outside of own job area on policies, practices and procedures. Has cross-cultural knowledge and global mindset. Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires influencing others outside of own job area on policies, practices and procedures, e.g. by expressing complex information in an engaging and inspiring manner.

Knowledge & Experience

Management Experience / Mastery of a specific professional discipline combining deep knowledge of theory and practice within a function. Expert in more than one area, broad perspective. Typically requires 7-10 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

 

• Works hand in hand/lockstep with Customer Success team to drive new Care initiatives and sales opportunities

• Responsible for continuously improving Care revenue and SM for Japan and Korea

• Anticipates internal and external business challenges and / or regulatory issues and drives process, product or service improvements that create competitive advantage.

• 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 organisational 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 organisational units the most senior internal expert who serves as best practice / quality resource and is an acknowledged authority both within and outside own organisational 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.