Exception Support Manager

This position is dedicated to strengthening our partnerships with local carriers in Latin America by bringing in a senior professional fluent in Portuguese, Spanish and English. Your role will focus on monitoring and improving carrier performance and quality, ensuring SLAs are consistently met, and providing support during high escalations. By serving as a dedicated local point of contact to Carriers, you will foster closer collaboration with the SMO team and promote effective communication, performance management, and relationship building. This role fills a crucial gap, enhancing our support capabilities and contributing to more effective carrier management.

• You will monitor carrier performance and quality metrics to ensure SLAs are consistently met.
• You will be the main contact with carriers in Brazil, responsible for building strong relationships and fostering effective partnerships.
• You will collaborate closely with the SMO team to align on carrier management strategies and resolve issues.
• You will manage and support high escalation cases to ensure timely and satisfactory resolution.
• You will identify opportunities for performance improvement and work with carriers to implement corrective actions.

Your occasional missions and/or examples of projects:

• You will organize regular workshops or meetings with carriers to discuss performance, share feedback, and strengthen collaboration.
• You will actively participate in cross-functional initiatives aimed at improving overall delivery processes and enhancing carrier management.

Skills you will have the opportunity to develop through this position:

In this role, you will have the opportunity to deepen your expertise in carrier performance management and telecom operations while enhancing your project management and cross-functional collaboration skills. You will develop advanced communication and negotiation abilities through direct engagement with local carriers and international teams.

Mission

• The primary mission of the Exception Support Manager - Telco is to enhance supplier performance, mitigate risks, and ensure robust supplier engagement to align with the organization's strategic objectives.

Main activities

• Build and maintain strong relationships with key suppliers to ensure quality, cost efficiency, and reliability.
• Monitor supplier performance using KPIs and scorecards, driving continuous improvement initiatives.
• Identify and manage supplier-related risks including compliance, quality, and delivery risks.
• Work closely with procurement, quality, operations, and finance teams to align supplier capabilities with business needs.
• Lead initiatives to improve supplier capabilities, innovation, and sustainability practices.
• Act as a management point of contact for resolving supplier-related issues quickly and effectively.
• Provide regular reports on supplier performance, risks, and opportunities to stakeholders.

Key Skills, Knowledge and Abilities

• Required Skills:
• Performance Metrics and Data Analysis: Analyze supplier KPIs and drive improvements based on data.
• Risk Management: Identify, assess, and mitigate supplier-related risks.
• Communication and Interpersonal Skills: Build rapport, influence stakeholders, and manage conflict effectively.
• Problem Solving and Decision Making: Resolve supplier issues promptly with sound judgment.
• Strong Communication: Clear, concise communication with suppliers and internal stakeholders.
• Negotiation and Influencing: Ability to negotiate win-win outcomes and influence without authority.
• Analytical Thinking: Use data-driven insights to make informed decisions.
• Adaptability and Resilience: Manage changing priorities and supplier challenges effectively.
• Customer Service Orientation: Commitment to meeting internal and external stakeholder needs and supplier satisfaction.
• Integrity and Ethics: Maintain transparency and fairness in all dealings.
• Preferred Skills:
• Proficiency in English, Portuguese and Spanish is preferred.

Job Skills and Proficiency Level

Performance Metrics and Data Analysis: Analyze supplier KPIs and drive improvements based on data

Advance

Risk Management: Identify assess and mitigate supplier-related risks

Advance

Communication and Interpersonal Skills: Build rapport, influence stakeholders and manage conflict effectively

Expert

Problem Solving and Decision Making: Resolve supplier issues promptly with sound judgment

Expert

Strong Communication: Clear concise communication with suppliers and internal stakeholders

Expert

Adaptability and Resilience: Manage changing priorities and supplier challenges effectively

Expert

Negotiation and Influencing: Ability to negotiate win-win outcomes and influence without authority

Operational

Analytical Thinking: Use data-driven insights to make informed decisions

Operational

Customer Service Orientation: Commitment to meeting internal stakeholder needs and supplier satisfaction

Expert

Integrity and Ethics: Maintain transparency and fairness in all dealings

Expert

• Mention as Basic, Operational, Advance, Expert

Qualifications, Education and Certifications

• Education:
• Bachelor's Degree in Business Administration, Supply Chain Management, Procurement, or related discipline is preferred but not required.
• Experience:
• Supplier Relationship Management: Experience managing supplier relationships.
• Procurement Management: Knowledge of procurement processes, sourcing, and supplier evaluation.
• Cross-functional Collaboration: Experience working with internal teams such as finance and operations.
• Certifications:
• Supplier Relationship Management (SRM): Demonstrates knowledge in supplier relationship management.
• Project Management Professional (PMP) (optional): Useful for managing supplier development and improvement projects.

The benefits of being Orange

Orange Business Services was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Medical plan
• Dental plan
• Life insurance
• Meal allowance
• Transportation allowance
• Bonus plan
• Gympass
• Day care
• Private pension fund
• Birthday gift (day off)
• Give a day, get a day (day off)
• Maternity Leave (6 months + 1.5 year of teleworking)
• Paternity Leave (15 days + 5 months and 15 days of teleworking)
• Orange Employee Solutions (psychological and legal assistance)
• Shiatsu
• Labor gymnastic
• Teleworking Reimbursement
• Flexibility
• Friendly and caring environment
• Global work environment

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

CDI