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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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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
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.