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  • Posted: Aug 30, 2017
    Deadline: Not specified
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    Our vision is to create technology that makes life better for everyone, everywhere - every person, every organization, and every community around the globe. This motivates us - inspires us - to do what we do. To make what we make. To invent, and to reinvent. To engineer experiences that amaze. We won’t stop pushing ahead, because you won’t stop p...
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    Offsite Operations Manager

    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.

    Method of Application

    Interested and qualified? Go to HP on to apply

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