Job expirat
Duties and responsibilities
Employees & Organization
1. Lead & Manage People — Span of Control 15 - 25
- Share and link business strategies, priorities, metrics
- Ensure employees have the critical training to perform jobs
- Resolve employee issues, concerns and problems
- Develop and implement staffing plan
- Integrate new team members
- Role model HP values, Working Environment dimensions and Standards of Business Conduct
2. Implement HP High Performance Workplace Process
- Set Goals and measures for employees
- Assess Performance - Conduct performance reviews
- Monitor and Give Feedback - Coach and provide continual feedback
- Ensure employees have development plans in place
- Facilitate career path discussion with employees
- Reward and recognize employee achievements
- Participate into Salary Administration. Make sure fairness, budget constraints, overall benefits and rewards package, short term and long term requirements are all well taken into account.
- Communicate to employees ranking and salary decisions in a tactful way.
- Strictly adhere to confidentiality rule.
3. Develop and manage teams
- Develop team mission, roles & responsibilities, goals and metrics
- Communicate and engage team members
- Nurture commitment to a common vision and shared values
- Promote collaboration & remove obstacles to teamwork
- Celebrate & reward significant team achievements
- Conduct regular and effective team meetings
Customer Satisfaction
1. Understand, Meet and Exceed customer expectations
- Ensure KPI’s are green
- Ensure customer Statement Of Work is met
- Ensure resolution of Level 3 escalations
- Resolve Level 1 escalations
- Take applicable and relevant corrective action on the Voice Of Customer
2. Cultivates a customer focused service culture of flexibility, responsiveness and innovation
3. Requests for customer feedback and listens carefully to customer’s expressed and unexpressed need
Operational Excellence
1. Managing Operations & Process
- Ensure that appropriate processes and tools are leveraged to manage and optimize our operational performance
- Assign tasks to right people
- Develop capability for operational continuity
- Achieve targeted efficiency gains and productivity norms
- Ensure business controls are implemented and optimized
- Ensure Production Planning process is implemented
2. Continuous Process Improvement
- Ensure implementation of the Quality Management System
3. Ensure appropriate communication processes established to update/inform on operational status — customers, stakeholders
4. Meet budget requirements
- Meet cost target
- Ensure price billed to customers remain competitive
- Bachelor’s / graduate degree
- Fluency in written and spoken English. Excellent communication and influential skills
- Several years of work experience with minimum 3-5 years of people management
- Experience in contract management, or telephone support, or microcomputer industry
- feedback and coaching Skills
- Communication skills
- Conflict management Skills
- Interpersonal effectiveness
- Leveraging diversity
- Developing teams
- Leading Effective meetings
- Business Process Outsourcing business & process knowledge
- Customer Knowledge
- Strategic Awareness
- Listening Skills
- Quality Management System and Six Sigma knowledge
- Foster Continuous Improvement
- Develop & lead a quality culture
- Communication and convincing skills
- Facilitation skills
- Influencing and Negotiation skills
- Lead and Manage Change
- Team Spirit
TO APPLY PLEASE VISIT www.hp.com/go/jobs
HP invents. We believe in thinking space, room to create, radical ideas and if ever we depart from that culture we’ll start over.
Our market is complex, but HP works simple: our structures are straightforward, grouping people and their skills in business or product sectors where they’ll stimulate each other and work best together.
HP Services TSG Customer Support manages the end-to-end support services value chain to maximize profitable growth for a wide range of products and solutions.
