Process & Performance Manager

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

The Process & Performance Manager strengthens operational effectiveness by improving processes, monitoring performance and helping teams deliver consistent, high-quality services. This role works closely with operational leaders and cross-functional teams to identify improvement opportunities, support change, manage service risks and use data, automation and artificial intelligence (AI) responsibly to improve operational outcomes.

Process and performance management

• Develop, maintain and improve operational processes, procedures and standards.
• Monitor service performance against agreed targets, service-level agreements and key performance indicators.
• Analyze operational data to identify trends, risks, inefficiencies and opportunities for improvement.
• Establish performance reviews and reporting practices that support informed decision-making.
• Lead continuous-improvement initiatives, tracking actions and measuring their impact.
• Ensure processes are practical, documented and consistently applied across teams.
• Work with managers and team leaders to address performance gaps and improve operational outcomes.
• Support the implementation of quality assurance frameworks and review mechanisms.
• Identify appropriate opportunities to use AI, automation and analytics to improve efficiency, service quality and decision-making.

Operational leadership and improvement

• Partner with operational teams to understand challenges and deliver sustainable solutions.
• Facilitate process reviews, workshops and improvement planning sessions.
• Identify opportunities to streamline workflows, improve resource utilization and reduce avoidable work.
• Support the development and implementation of operational plans aligned with business priorities.
• Coach and guide team members on process compliance, performance expectations and improvement practices.
• Promote a positive and inclusive working environment built on accountability, collaboration and continuous learning.
• Support leaders in assessing team capability and identifying training or development needs.
• Help teams understand the appropriate use, limitations and risks of AI-enabled tools in operational workflows.

Change and project support

• Assess the operational impact of proposed changes and help ensure appropriate controls are in place.
• Support change planning, implementation, communication and post-implementation reviews.
• Work with project leads to ensure new services, tools and processes are ready for operational use.
• Help define success measures and monitor the performance of changes after implementation.
• Identify risks and dependencies that may affect service quality or operational readiness.
• Promote consistent change-management practices across teams.
• Support the evaluation and rollout of AI and automation initiatives, including process readiness, governance, user adoption and impact measurement.

Risk, issue and incident management

• Identify recurring operational issues and coordinate actions to address their underlying causes.
• Support incident reviews and root-cause analysis, ensuring lessons learned are documented and applied.
• Track corrective and preventive actions through to completion.
• Escalate significant performance, process or service risks to the appropriate stakeholders.
• Work with relevant teams to support timely service recovery and minimize operational impact.
• Contribute to business continuity and service resilience planning, as required.
• Help identify and manage risks relating to AI use, including data quality, privacy, security, bias, accuracy and human oversight.

Knowledge management

• Ensure operational processes, standards and guidance are documented and kept current.
• Improve access to knowledge resources, templates and performance information.
• Encourage teams to share effective practices and lessons learned.
• Support the development of onboarding and training materials related to operational processes.
• Help establish clear ownership and review cycles for key documentation.
• Support the responsible use of AI tools for knowledge discovery and content workflows, with appropriate validation and human review.

Reporting and communication

• Prepare clear, accurate reports on operational performance, trends, risks and improvement activity.
• Present findings and recommendations to operational leaders and other stakeholders.
• Communicate process changes and performance expectations in a timely, accessible manner.
• Build effective relationships across teams and functions to support collaboration and knowledge sharing.
• Provide regular updates on improvement initiatives, action plans and measurable outcomes.
• Promote a proactive, service-oriented approach to operational performance.
• Explain AI-related initiatives and their expected benefits, limitations and controls to relevant stakeholders.

Skills and experience

• Experience in process improvement, operational performance, service delivery or a related field.
• Strong understanding of performance measurement, reporting and continuous-improvement methods.
• Knowledge of operational processes, quality management and risk management.
• Familiarity with IT service management practices, including incident and change management, is an asset.
• Experience analyzing data and translating findings into practical recommendations.
• Familiarity with AI, automation or analytics tools and their potential application in business processes.
• Understanding of responsible AI considerations, such as privacy, security, data quality, bias, accuracy and human oversight.
• Proficiency with reporting, documentation and productivity tools.
• Experience facilitating workshops, reviews or cross-functional improvement initiatives.
• Strong written and verbal communication skills in English and French, where required by the organization.

Personal attributes

• Strong analytical, organizational and problem-solving skills.
• Excellent communication and stakeholder-management abilities.
• Proactive, self-motivated and focused on measurable outcomes.
• Able to manage multiple priorities and meet deadlines.
• Professional and composed when working under pressure.
• Collaborative, adaptable and committed to continuous learning.
• Skilled at building positive working relationships across teams.
• Comfortable providing constructive feedback and supporting others’ development.
• Thoughtful and responsible in evaluating new technologies and AI-enabled approaches.
• Flexible when operational needs require adjusted working hours.

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.