Emea Services- Business Operations Prime

6 months ago

Belfast, United Kingdom Ciena Full time

SCOPE OF RESPONSIBILITIES

In this role, you will play a crucial part in ensuring the smooth functioning of the regional customer operations/services team by providing comprehensive operational support to the EMEA Services leadership team. Your exceptional organizational and communication skills, coupled with your ability to multitask and prioritize, will be essential to succeed in this position.

SPECIFIC RESPONSIBILITIES

Working closely with the EMEA PMO leader to provide first class support and guidance to the EMEA Regional Leader (VP) and regional Services leadership team.

Operational Coordination : Collaborate with cross-functional teams to gather and compile data, perform analysis, and prepare reports for executive review.

Assist in the development and implementation of operational strategies, initiatives, and projects within the customer operations/services organisation.

Track key performance indicators (KPIs), identify trends, and prepare performance dashboards or presentations

Support the Regional PMO Leader in monitoring regional budgets, ensuring adherence to financial targets.

Coordinate and organize meetings, workshops, and conferences, ensuring seamless communication and logistics.

Collaborate with other team members to facilitate effective communication and information flow between the leadership team and various stakeholders.

Maintain confidentiality and handle sensitive information with discretion and professionalism.

Process Improvement: Identify operational inefficiencies or areas for improvement within the customer operations/services department, proposing solutions and implementing process enhancements.

Monitor industry trends, best practices, and emerging technologies relevant to customer operations/services, and provide recommendations for adoption.

Take part in and manage the Revenue recognition process for assigned customer base - ensuring Revenue is realised accurately and in conjunction with contractual agreements

Monitor the integrity and accuracy of revenue records and forecasts and prepare reports to be shared with the regional executive team

Input & develop the regional metric scorecard. Drive actions to ensure operational metrics and SLAs are achieved to agreed levels. Present on regular basis

Support strategic programs/projects as required

Work with Services leadership to exceed Quarterly and Annual services sales targets

Perform other Project Manager / Customer Success Advocacy duties as assigned

EDUCATION AND EXPERIENCE

Graduate in Project Management, Engineering or a Business/Commercial discipline (ideally a combination of these disciplines)

Prince 2 / PMI Qualified (Beneficial / not essential)

Exceptional Computer Literacy

Strong presentation and negotiations skills

Ability to identify and lead continuous improvement projects

CANDIDATE PROFILE

Strong business acumen and analytical skills: Ability to think “outside the box”

Strong communication skills: written and in formal presentations

Awareness of commercial contract terms and how they are applied

Due to high level of cross region interaction - excellent interpersonal skills and negotiation ability will be required

Demonstrated sense of quick and good judgment, with sensitivity to customer demands.

Proven ability to work with and lead team efforts

Familiarity with the operation of commercial software systems like Oracle and Salesforce

Team player, organized, self-motivated, and capable of independent work

Multitasking: able to manage many aspects of the workload simultaneously

Good customer interface skills and ability to work with many levels of customer operations including senior management

History of working in a matrix management environment

Self-starter, capable of “owning” areas of responsibility and involving senior management for necessary issues

Demonstrated ability to work under tight schedules and under pressure

**Job Types**: Full-time, Permanent, Graduate

**Salary**: £26,000.00-£35,000.00 per year

**Benefits**:

- Additional leave
- Health & wellbeing programme
- Life insurance
- Paid volunteer time
- Private medical insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in Belfast

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