Competency-Based Profile

Describe a situation in which you led a team:

• Situation:

  • A customer considered terminating a contract with Orange Business due to SLA challenges and insufficient support for incidents and security changes.

  • Assigned to address the issue as a newcomer to the CRM team.

• Actions:

  • Negotiated with the customer for SLA flexibility for two months in exchange for additional resources.

  • Secured approval for CRM team support during night shifts while CMD handled daytime shifts.

  • Automated documentation and tracking for streamlined operations.

  • Conducted training for teams to perform changes effectively.

• Result:

  • Achieved customer satisfaction and contract renewal within two months.

  • Contributed to the formation of seven CMD teams; team members involved gained senior positions.

Give an example of a time you handled conflict in the workplace:

• Conflict:

  • Security managers signed a contract with impossible SLAs without consulting internal teams, causing implementation escalations.

• Actions:

  • Initiated a meeting between Security and Technical Managers to find common ground.

  • Minimized inter-dependencies between teams.

• Result:

  • Successfully met SLAs and resolved escalations.

How do you maintain good working relationships with your colleagues?:

• Engage in friendly conversations.

• Show flexibility and take the initiative.

Tell me about a big decision you've made recently. How did you go about it?:

• Decision:

  • Moved to a new house in a less developed area.

• Advantages:

  • Proximity to schools, work, and service areas.

• Disadvantages:

  • Dusty environment, poor roads, and fewer residents.

What has been your biggest achievement to date?:

• Personal:

  • Successfully navigating social challenges in marriage.

• Professional:

  • Leading an automation project:

    • Identified time-wasting tasks and proposed automation enhancements.

    • Secured management and customer approval for improvements.

Describe a project where you used different leadership styles:

• Project:

  • Release Management.

• Leadership Styles:

  • Autocratic: Led phase one independently to establish best practices.

  • Democratic: Shared lessons learned with the team, encouraged feedback, and agreed on enhancements.

  • Delegative: Assigned ownership of tasks to SPOCs (Single Points of Contact).

  • Coaching: Provided guidance and support to overcome obstacles.

  • Pacesetting: Monitored quality and emphasized it over productivity in scoring.

How do you cope in adversity?:

• Quick thinking and adaptability (e.g., managing after the loss of a family member).

Tell me about a time when you showed integrity and professionalism:

• Consistently demonstrated these values daily in a business provider role.

Tell me about a time your communication skills improved a situation:

• Situation:

  • Miscommunication caused Orange Business to treat a critical customer site with the same priority as other sites.

• Actions:

  • Held meetings with the customer to understand their concerns.

  • Collaborated with the Lead Account to design specific processes.

  • Shared updated processes with both Orange Business and the customer.

• Result:

  • Prevented further misunderstandings; internal projects ensured issues wouldn’t recur.

Give an example of a challenge you faced in the workplace and how you overcame it:

• Challenge:

  • Resistance to an automation project due to emotional and business concerns.

• Actions:

  • Conducted EI tests to identify resistance types.

  • Negotiated ideas with those resisting on business grounds.

  • Presented solutions collaboratively to reduce emotional resistance.

• Result:

  • Gained team trust and successfully launched the automation project.

How do you influence people in a situation with conflicting agendas?:

• Analyze the root cause of conflicts.

• Encourage negotiations to reach a middle ground or win-win solutions.

• Coach teams to focus on the main issue and avoid side distractions.

Give an example of solving a problem creatively:

• Problem:

  • Customer lacked a solid workflow and relied on temporary solutions.

• Actions:

  • Held internal meetings to devise a proactive approach.

  • Created future-focused workflows beneficial for both the team and the customer.

Tell me about a time you made a decision and then changed your mind:

• Decision:

  • Pursued learning German to support a German customer.

• Change:

  • Realized after achieving a B2 level that it wasn’t aligned with career goals and refocused on other strengths.

Describe a situation where you were asked to do something you’d never attempted before:

• Situation:

  • Assigned to lead a shift with low productivity and KPIs.

• Actions:

  • Conducted a team meeting to explain the situation openly.

  • Held one-on-one discussions to identify challenges.

  • Motivated team members by aligning work goals with promotions.

• Result:

  • Improved team productivity and morale.

Tell me about a time when you achieved success despite the odds:

• Philosophy:

  • Business: View challenges as opportunities to identify risks and adapt.

  • Personal: Maintain determination and adapt to circumstances.