Job description

You oversee one of the four Process Expertise teams at MSC Egypt, primarily composed of Service Implementation Experts (SIE) and Service Lifecycle Managers (SLM), as well as new roles of module owners that we are aiming to develop to promote the modularity of Orange Business products.

Your Main activities

• You oversee your team on a daily basis, providing guidance and participating in the management of business and activity transformations. 
• You manage skills development and individual growth by encouraging responsibility and autonomy, as well as resource allocation.
• You propose a team project and implement it, drawing on Orange Business's manifesto and fostering a culture of empowerment and collaboration.
• You establish activity monitoring processes to track economic and operational performance for your team, in collaboration with functional managers.
• You ensure the quality of the deliverables produced by your team.
• You participate in department meetings by representing your team and its activities, supporting departmental initiatives and challenges, and contributing to value creation.
• You build and maintain relationships with external partners outside the entity.
• You stay informed about new technologies and best practices in advance to introduce them into your team.
• You are responsible for a functional domain across Process Expertise, beyond your hierarchical team.

Your profile

You demonstrate leadership, possess managerial qualities, and have a strong sense of teamwork.  You have a customer-oriented mindset, with the ability to explain and analyze the key stages of a customer journey and identify pain points.
You are performance-driven and skilled at identifying optimization levers within a given situation or process.
You are bold and creative, proposing your own ideas and supporting those of others.
You have a good understanding of agility principles and apply them in your daily work.
You demonstrate a strong strategic vision, understanding and taking ownership of the challenges faced by your entity as well as those of partner entities. 

English is mandatory; proficiency in French would be a plus.

Description of the Entity

Within Orange Business's Global Delivery & Operations, Customer Journey Factory oversees the digitalization and simplification of omnichannel customer journeys while maximizing the employee experience. 

The Process Expertise department is responsible, for both France and International scopes, for managing, designing, deploying, and improving end-to-end operational processes for Orange Business products. It is also tasked with developing reusable modules that will be assembled to build various stages of the customer and operational journey, with a focus on performance and associated costs. 

The Major Service Center of Cairo is one of Process Expertise biggest site with about 60 employees in 4 teams dealing with a large scope of OB’s products and services.