Exception Support Manager

**Votre rôle**:
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.
**Votre profil**:
**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**
**C