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Manager, Service Management Office

Company: T-Mobile
Location: Overland Park
Posted on: June 1, 2024

Job Description:

Be unstoppable with us!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond.

Reporting to the Sr Director/Director, Service Management Office (SMO), the Manager of the SMO is responsible for the performance management, relationship management and technical support within the Magenta Services Center (MSC). This role assists with the implementation of new areas within the Finance, Procurement & Supply Chain (FP&SC) Magenta Services group to assist with process improvement and to achieve industry best practices.

This position is responsible for the overall process design, implementation, and quality control monitoring using appropriate methods to identify the opportunities, implement solutions, and measure impact of the MSC and will directly manage staff that
* Evaluates and improves the performance of the MSC. This role identifies key metrics to track, evaluate service effectiveness, recommends process improvements and provides management with performance data to aid in decision making.
* Partners with the BPO providers that provide support to the internal business partner teams and will be aligned to a function accordingly. This includes relationship management, governance, contract compliance and service delivery.
* Provides technical support for the OTC and STP work as well as visualisations and applications and platforms.

In this role the Manager will seek out opportunities for operational improvement and provides compelling business cases for change with proven cost savings or efficiencies, and will recommend, establish, implement and enforce policies and procedures that lead to excellent customer service.Job Responsibilities:Responsible for process governance, operations workflow and data integrity oversight and feedback.

  • Develop comprehensive scorecard to track performance on existing services/processes within the MSC. Monitor performance of the MSC against internal and external benchmarks and analyze performance data to identify trends, areas of underperformance, and opportunities for process improvement.
  • Oversees business data analysis to investigate trends and patterns, apply statistical models and technicals and formulate insights.Responsible day-to-day governance and system data integrity through audit review and trend reporting.
    • Responsible for day-to-day governance between the business partner team and BPO provider. This includes management of relationships, performance, established best practices, meetings, escalations, contract and compliance.
    • Accountable for managing contractual deliverables and other business requirements performed by the BPO provider. Manage the day-to-day performance of the BPO provider and ensure that it is in alignment with the expectations of the business.
    • Responsible for performing system testing when there is a project that dictates a system change to ensure effective operation/ integration. Communicates's system issues with stakeholders.
    • Evaluates team member competencies and invest in staff development. Drives corrective behavior while maintaining self-esteem. Utilizes team development and motivational techniques to constantly raise the bar in performance and quality. Ability to see, account for, and coach others in the 'big picture' and to be able to tie initiatives to Corporate and Individual Goals. Ability to recruit high-performing process analysts.Ensure that employees obtain the appropriate training and support to apply their knowledge and skills on the job, in the desired way, and achieve the desired results. Cultivate a partnership culture to promote appropriate engagements and operational excellence in service for business partners.
      • Oversees ongoing process reviews and improvement initiatives to drive improvement for customers.
      • Accountable for the successful implementation of new initiatives, programs and changes.Provides structure, feedback and direction. Creates clear and measurable goals. Holds self and team accountable.
        • Mentors and contributes to organizations body of knowledge on process design, modeling, execution, monitoring and optimization.
        • Validate and drive accountability/execution of use cases with MSC Data; own Cost Per Transaction, Operating Profit and productivity measures for the MSC; and, accountable to drive roadmap, execution and post implementation analysis.
        • Assists in the resolution of issues encountered by the business/partners (internal) related to tools and applications.Also responsible for other Duties/Projects as assigned by business management as needed.
          • Manage and execute all Change Requests and other contractional documents to ensure they are clear, well documented and follow the established approval processes.Education:
            • Bachelor's Degree Business, Corporate Finance, Computer Science, Information Systems, or similar degree (Required)Work Experience:
              • 2-4 years Management, Team Lead, or other equivalent leadership experience in relationship management role (Required)
              • 2-4 years Experience managing Business Requirements, Project Plans, Project Schedules and associated project materials. (Required)
              • 2-4 years Experience with process redesign methods (such as business process re-engineering, Six Sigma or total quality management). (Required)
              • 2-4 years Experience in Finance, Accounting, Business Analysis and/or Reporting Analysis role. (Required)
              • 2-4 years Experience in interpreting data flow and system architecture diagrams. ---(Required)
              • Department-specific experience. (Preferred)Knowledge, Skills and Abilities:
                • Systems/Process Improvement/Management (Required)
                • Strategic Thinking / Analytical skills (Required)
                • Communication (Required)
                • Project Management (Required)
                • Leadership (Required)
                • Problem Solving (Required)
                • Financial Analyst/ Budget Management (Required)#LI-Corporate#LI-Hybrid* At least 18 years of age* Legally authorized to work in the United StatesAt T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering---medical, dental and vision insurance, a flexible spending account, 401(k), employee stock---grants, employee stock purchase---plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about---2.5 weeks for new part-time---employees annually - paid parental and family leave,---family building benefits, back-up care, enhanced family support, childcare subsidy,---tuition---assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits,---check out---.--- Never stop growing!T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Keywords: T-Mobile, Overland Park , Manager, Service Management Office, Executive , Overland Park, Kansas

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