EMEA PaaS CSM Regional Business Operations Manager-19000M7N
CSM Regional Business Operations manager Regional PCSM BusOps manager takes the role of trusted business advisor and business partner to the PaaS HUB CSM Leaders in EMEA, to support her / him in achieving the goals of CS organization within EMEA.
Their work will have an EMEA-wide impact in the dynamically moving CSM TechCloud organization.Regional PCSM BusOps manager will work within the framework of the EMEA&JAPAC CSM Organization, striving for efficiency by building on SaaS&PaaS as well as divisional synergies.
1.Business PartnershipRegional BusOps manager will act as trusted business advisors to EMEA PaaS HUB EMEA leader. Her / his role is to participate in the adoption of the corporate and EMEA PCSM strategy, develop governance and mechanisms to its implementation, monitor the progress and suggest continuing further improvement.
This includes involvement, active participation and advise in areas, such as :
Business planning and optimal territory coverage
Business target and objectives setting
Participation in GTM planning, budgeting and territory planning
Forecasting process in line with EMEA-defined forecasting KPIs
Liaise with Finance on compensation related matters within the given compensation model
Regular analysis of CSM performance, advise business leader on improvement measures
Supporting Regional PCSM leader in collaboration with other LOBs (License, Systems, Consulting..)
Preparation and participation in forecast calls
Participation in regional business and account reviews, follow-up on actions
Design and implement the respective business unit governance
Support the principle of learning organization, sharing and implementing of best practices
Act as the business partners stand-in within internal events, calls etc. In absence of the business partner2.CSM Programs & Initiatives EngagementResponsibilities within the Regional PCSM BusOps Manager include :
Participation in HUB / regional / Business Unit boards, follow-up of actions
Coordination of x-LOB cooperation
Coordination of programs related to customer satisfaction3.Dedicated CSM Team supportThe HUB BusOps manager responsibilities include support to the team, with the aim to improve efficiency of the team, continuous performance and clarity on processes and tools. This inludes also :
Support with onboarding new CSMs setup, orientation in tools, processes, access etc.
Communication of agreed KPIs and benchmarks
Communication of governance elements relevant to CSM teams
Monitoring of CSM team mandatory training and mandatory actions participation
Acts as first line escalation point in conflicts reg internal processes to assess the validity of the raised request within valid corporate policies and internal guidelines
Monitor data quality in usage of CSM systems and initiate improvement actions4. Collaboration with CSM Interfaces & EcosystemHUB CSM BusOps manager will navigate the teams to an efficient collaboration with the CSM interfacing units and the wider Cloud ecosystem.
The will have a twofold role :
Ensure the designed processed are implemented in an efficient way
Feedback to EMEA level on possible improvements5.Tools&Processes Automation
Advise and educate the leaders and teams on efficient use of Oracle available tools to monitor the business
Eliminate use of manual and security non-compliant reporting (i.e. extensive download of raw data stored locally)
Promotes continuous improvement and optimization of business processes and monitoring tools and inputs to ensure their relevancy to business model and business focus.
Cooperate with the SME team on developing new CSM related tools by advising the SME team on the business requirements, consult solution design and give corrective actions, test the tools as users and accept provided solutionsCANDIDATE PROFILEEssential
Experience with high-volume transactional environment
Proactively act in a fast-paced, cross-functional and dynamically changing environment
International leadership experience
Experience in setting up and implementing governance
Solid process and project management experience
Ability to analyze problems and challenges and outline related solutions fast, balanced and in a highly structured manner
Ability to run strategic programs and initiatives, engaging highest levels of the organization
Good organization awareness
Outstanding communication and influencing skills
Fluency in English, second EMEA language is recommended
Experience in top tier consulting firm
Good knowledge of XaaS (PaaS, IaaS, SaaS) industry
Experience in a subscription based Customer Success organization (mobile, telco preferred)
Experience in creation or re-design of an organization
Experience in setting up and implementing governance
XaaS product and process knowledge
Social selling savvyMinimum Qualifications :
5+ years of relevant work experience
Degree / diploma in appropriate discipline (or equivalent)Please submit your CV in English. As part of Oracle’s employment process candidates will be required to complete a pre-
employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
Detailed Description and Job Requirements
Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives.
Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.
Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing.
Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives.
Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and / or deals.
Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.
Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors / omissions corrected.
For this, relationship management skills strongly desired. Strong written and verbal communication skills. 8 plus years relevant work experience.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).