Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile,
fixed and cloud networks. Your career here will have a positive impact on
people's lives and will help us build the capabilities needed for a more
productive, sustainable, and inclusive world. We challenge ourselves to create
an inclusive way of working where we are open to new ideas, empowered to take
risks and fearless to bring our authentic selves to work.
Job Responsibilities & Competencies
Anticipates internal and external business challenges and / or regulatory
issues and drives process, product or service improvements that create
competitive advantage.
* Full knowledge of legacy IMS, installed bases and knowledge on next modernization path and challenges
* Accountable on adhering 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 Engineer, typically at the local level, as an internal expert who serves as best practice / quality resource and is an acknowledged both within and outside own organisational unit.
* Leads tasks with considerable knowledge and complexity.
* Ensures the skills are identified and tracked. Is responsible for the 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.
* Helps to manage 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.
* Complies with the requirements as per the process roles.
* Supports as Care customer interfaces by providing right competences, escalation and process whenever required.
* 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 role.
* Responsible on handling Care services escalation for the customer.
Key Competencies
* Coaching
* Communication and Public Speaking
* Customer and internal stake holders management
* Knowledge Management
* Organizing
* Service Excellence
* Project Management
* Trouble Resolution and Case Handling
* Care Planning, Reporting & Process Knowledge
* Software Change Project Management
* Drives Results
* Plans & Aligns
* Builds Effective Teams
* Nokia Portfolio
* Drives Vision and Purpose
* Problem Solving
What we offer
Nokia offers flexible and hybrid working schemes, continuous learning
opportunities, well-being programs to support you mentally and physically,
opportunities to join and get supported by employee resource groups, mentoring
programs and highly diverse teams with an inclusive culture where people
thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion
& equality:
* One of the World's Most Ethical Companies by Ethisphere
* Gender-Equality Index by Bloomberg
* Workplace Pride Global Benchmark
* LGBT+ equality & best place to work by HRC Foundation
At Nokia, we act inclusively and respect the uniqueness of people.Nokia's
employment decisions are made regardless of race, color, national or ethnic
origin, religion, gender, sexual orientation, gender identity or expression,
age, marital status, disability, protected veteran status or other
characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of
respect.Join us and be part of a company where you will feel included and
empowered to succeed.
**Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive…