Customer Operations Manager at Ericsson Nigeria

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are recruiting to fill the position below:

Job Title: Customer Operations Manager

Location: Lagos, Nigeria

Position Summary

The Customer Operations Manager (COM) ensures that all contractual deliveries are fulfilled towards one customer account.
The role is responsible for ensuring end to end operational performance towards the account according to agreed targets.
The role is acting on behalf of Operations, typically for one or more customer accounts.
The role shall ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule.

Responsibilities & Tasks

Manage all aspects of the complete delivery portfolio
Handle customer and stakeholder engagement
Ensure all programs and Projects within the assigned accounts have correct financial establishment, planning and reporting.
Ensure that all programs and projects within the assigned account are run according to Ericsson established procedures and processes, including all trade and SOX compliance requirements.
Provide Competence domains with required inputs for the competence development and resources dimensioning
Appoint and manage Program Managers and Project Managers, as required, to secure customer contract fulfilment in the most cost effective, efficient way possible.
Ensure customer satisfaction, trust and confidence is manage in the best way possible to assist in securing future business.
Capture best practices and re-use learnings within the account and region.
Build a personal customer relationship that fosters trust and confidence.
Provide required project account reporting as directed by PMO.
Direct project fulfilment decision making actions within the scope of the signed contracts.
Authority to recruit Program and Project Managers into the account operations within the limits of the budgets set at TG2.
To initiate and execute program and project off track initiatives to return projects to plan status.
Independently manage account operations in the assigned account in consultation with the Key Account Manager.
Approve upon delegation from the KAM project documents and project tollgates.
Approve all project POs and expenses within the set authority limit in the country and the TG2 budgets.
Together with the KAM take prioritization decisions within the account

Position Qualifications
Minimum Qualification and Experience Requirements:

8 years or more solid experience from Customer Project Management or relevant line management role.
Ability to work effectively in lead multi-cultural and cross-functional teams.
Strong cultural awareness and excellent language skills to enable communication throughout the organization
Strong inter-communication skills
Thought leadership and commercial understanding as needed to identify short and long term business priorities for specific account.
Able to work independently as well as in a team

Preferred Qualification and Experience Requirements:

The holder of the COM role is expected to have a background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities.
The COM is also expected to have several years of experience from a leadership role, preferably from the area of Service Delivery and/or Operations.

Core Competencies: