C003510 COO/SSAM: Account Management Assistant - Brussels, België - EMW, Inc.

Beschrijving

Deadline Date: Monday 22 April 2024

Requirement: COO/SSAM: Account Management Assistant

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 945

Required Start Date: 3 June 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the Senior Assistant Service Level Management, the incumbent will perform duties such as the following:

• Assist in the development of jointly owned Customer Agreements, e.g. Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals
• Assist in actions that aim to improve internal and external stakeholder relations and open communications
• Understand Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements.
• Assist in the management of Business Intake for supported Customers and deliver Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance.
• Assist in ensuring that the formal NCI Agency Customer Agreements are in line with expectations of Customers.
• Assist in the monitoring of in-year execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings.
• Assist the Senior Assistant in the NCI Agency, COO and Branch business planning process.
• Assist in providing reporting material as required.
• Assist in building and maintaining a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.
• Assist in engaging with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process.
• Assist the Senior Assistant in contributing to the development of the Demand Forecast, based on the understanding of Customer Requirements; the improvement of all management processes, liaising with other relevant stakeholders as necessary. This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs; the planning and prioritization of activities in the Account;
• Performs other duties as may be required

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline leading to a professional qualification with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required.
• Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports; English is the working language of the Agency;
• Experience working in a multilateral environment or an environment with a variety of stakeholders from multi-cultural backgrounds;
• Proven ability to successfully prioritise work, and manage staff;
• Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools; Strong knowledge in Excel and Word; Knowledge of SharePoint or equivalent would be useful;
• Experience in preparing reports to staff and management; Ability to take initiative, and a flexible approach to responding reliably and competently to changing requirements;
• Highly developed sense of responsibility and accountability, with an ability to work with minimum supervision;

Competencies or Personal Attributes:

• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Following Instructions and Procedures - Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.
• Writing and Reporting - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.
• Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
• Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Desirable:

• Experience in the P3SM domain, including the provision of Portfolio Management support;