Offsite Operations Manager at HP

Job description

• Offsite Operation Management
• Manage Operational Performance with Local Whole Unit Repair (WUR) supplier Level 4/Level 3 (L4/L3 metrics) and provide performance package for Cross Functional Teams and support Country Support Manager in preparation for Central Eastern Europe Middle East & Africa (CEMA) Cross Functional Teams.
• Deep dive into offsite performance incl. structural issues. Work with other delivery functions to bridge gaps. Trigger and drive projects for performance/process improvements
• Identify Corrective Action Plan (CAP) requirements. Implement actions to meet (L4/L3) metrics goals. Understand impact from other delivery functions & influence their actions to achieve offsite delivery goals
• Take responsibility for Case Closure and Backlog/Loan management with suppliers to prevent financial exposure
• Local WUR Supplier Management
• Be Special Point of Contact for suppliers for operational topics
• Manage WUR Supplier performance through regular meetings (monitoring and reporting of performance, ensure CAP & Recovery Plan in place & executed, structural/process issues addressed with suppliers)
• Ensure delivery quality and compliance with suppliers e.g. audits/assessments, closely cooperation with Fraud team as needed
• Ensure supplier readiness for NPIs /NSIs and track supplier Training & Certification compliance
• Facilitate and lead E2E communication platform for Direct Suppliers (Contact Center, Offsite, SC) to reinforce E2E collaboration and best practice sharing where applicable if local ecosystem
• Ensure correct supplier system setup and access to HP tools
• Exception/Escalation Management
• Act as Escalation point for offsite operational issues
• Lead technical escalations and manage through elevation process. Drive interlink with Business Escalations team and support customer communication as needed
• Review all escalations/elevationsE2E on regular basis as part of backlog management

Education and Experience Required:

• Typically 5+ years to establish proven track record in directly related business.
• Typically first level university degree or equivalent work experience; advanced degree is a plus .

Knowledge and Skills:

• Moderate knowledge of IT and services industry Knowledge of company organization, policies, HPS services offerings, end to end processes, tools, and routes to market.
• General technical understanding of products.
• Problem detection and analysis of root cause.
• Leads teams to achieve results.
• Proficiency with desktop applications and familiarity with financial reporting tools.
• Moderate level of planning, project management and change management skills.
• Good communication skills.
• Influence within same team and level.