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CX Customer Experience
21000008PH Requisition #
About Nokia
At Nokia we create the technology to connect the world. Developing and delivering the industry's only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.
About Customer Experience
Our Customer Experience (Cx) organization is the primary interface with communication service providers. The Cx organization has a comprehensive global presence and is active in approximately 120 countries. Its organizational structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets. This approach enables Nokia to maintain strong customer relationships. Customer Experience is also responsible for project delivery, ensuring strong alignment between our customer-facing sales and delivery teams in each account.
Job Description
  • GSS L&C Support Manager will be responsible for the vetting of RfP’s, drafting and rating of Global Framework Agreements, AMC/Managed Services Contracts, Statement of Compliance, Non-Disclosure Agreements and back to back alignment of contracts with subcontractors for different markets and regions based on the inputs shared by internal stakeholders 
  • He/She shall be responsible for analyzing key commercial/ contractual risks in a contract from legal, commercial, and services perspective and provide appropriate responses and advice on mitigating those risks.
  • Interprets client needs, assessing the full requirements; identifies solutions to nonstandard tasks/queries. Is aware of internal/external business issues & best practices in own discipline; applies to own role.
  • Preparation of Commercial/ Contractual Statement of Compliance (SOC) in response to the RFPs Draft/coordinate T&Cs SoC in line with Company standards, Customer Frame Contracts, and CM/bid strategy.
  • Suggest a contract management strategy based on the overall bid strategy and taking inputs from relevant stakeholders.
  • Interact with all relevant stakeholders on critical issues covered in the contractual documents.
  • Ensuring the respective scope/obligations/pricing is contractually well defined.
  • Draft contracts keeping Nokia interests protected and in line with the Market requirements.
  • Carry out back to back comparison, alignment and analysis of multiple contracts.
  • Carry out research on the legal, regulatory and commercial aspects as is the need of the business
  • Support and advise the stakeholders on Contractual/ Legal /and  Compliance aspects
  • Phrase the responses to specific contractual /commercial/ Legal terms
Job Responsibilities & Competencies
  • Ability to handle pressure and tight timelines.
  • Ability to understand negotiation strategies and advise Market stakeholders from sales and contractual perspectives to assist in closing the deals.
  • Have handled drafting/vetting of multimillion highly complex global contracts.
  • Experience in drafting process-specific Standard Operating Procedures (SOP’s).
  • Working to excellent knowledge of corporate policies and procedures, coupled with the ability to identify required improvement to established policies
  • Working to expert knowledge of contracting concepts, Incoterms, applicable international contract law. Strong to excellent analytical and communication skills.
  • Use of independent judgment and creativity applied to the resolution of contract issues. Excellent internal and external negotiation skills.
  • Resourceful in pushing the function’s agenda for the betterment of the organizational goals.


Additional Requirements:

  • Business understanding to achieve contractual transparency and accountability for risks as well as driving the Change Management Process to protect the Company’s interests.
  • Telecommunication working experiences will be an add-on
  • Willingness to learn
  • Ability to work as part of a team 
Degree in law with experience in contract management/ review/ negotiation

Experience Required: 7-12 yrs

Spanish Language specialist, Portuguese will be added advantage 

Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. Nokia culture welcomes people as their true selves. Come create the technology to connect the world. 

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Nokia is an equal opportunity employer that is committed to diversity and inclusion. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.