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- Assist in the development of jointly owned Customer Agreements, 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
- 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;
- 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.
- Experience in the P3SM domain, including the provision of Portfolio Management support;
C003510 COO/SSAM: Account Management Assistant - Brussels, België - EMW
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:
Requirements
Skill, Knowledge & Experience:
Competencies or Personal Attributes:
Desirable: