TS Customer Operations Manager South Africa
Description
- Provides leadership to ensure operational excellence within the country's TS Services and sales, to achieve best-in-class country CO cost structures, to implement MEMA and EMEA and Global initiative aiming at improving customer ops productivity and cost effectiveness
- To align customer Ops services scope and objectives with the TS Services business requirements at country level, and to drive business control processes which ensure services GBUs are operating within sound and appropriate controls measured by OERs and internal audit results.
- The responsibility includes an end-to-end ownership of the H/W and S/W service contracts, Carepacks and per event (ROPS), engagement customer ops and a strong leadership in further standardizing roles , processes and systems
- Driving continuous improvement thru organization, simplifying, standardizing, using back office support, and deploying new programs and systems in a timely manner, improving data quality, improving TEE through balanced workforce management and people development
- Aligning to the business objectives to achieve the financial, TCE&Q and TEE results, and proactively cooperating with Service Procurement, Legal, C&C, HR, Controllership and Finance Departments.
Qualifications
- First-level university degree or equivalent experience; may have advanced university degree.
- Typically 8+ years of experience in a business related function, preferably sales, finance, or accounting.
- Typically 1-2 years of people management experience.
Knowledge and Skills Required
- Excellent communication skills, includes verbal, written and presentation forms. Mastery in English and local language as well as other languages as required.
- Developing skills and ability to budget.
- Ability to measure and manage team performance.
- Strong financial and business acumen; general industry knowledge.
- Strong leadership and supervisory skills, including goal-setting, conflict resolution, performance management, budget planning, problem solving, evaluation and employee engagement.
Critical Competencies to Drive Business Result
Order Fulfillment Management
Uses HP Business Systems, processes and practices to ensure responsive, accurate order fulfillment to HP's customers
Customer Troubleshooting/Assistance
Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP
Supervision
Assesses and manages employee performance to ensure individual and group excellence
Operations Building/Process Improvement
Monitors, troubleshoots, and improves area-of-control operational processes to ensure optimum performance and practice consistency
HP Businesses/Operations Integration
Understands and effectively integrates HP's corporate vision, line-of-business objectives, and associated value propositions within operations program design & roll-out
Customer Ops Management
Understands customer operations management - its rationale and requirements, and how its systematic application contributes to HP business success.
HP Sales Operations Productivity Tools/Processes
Understands how the systematic application of HP's sales planning & productivity tools/processes contribute to effective work management
Supply Chain Fundamentals
Understands key supply chain concepts and practices and uses these to maintain a big picture perspective during customer engagements
Information Management Acumen
Demonstrates fundamental understanding of information management systems and infrastructure
Change Management
Develops methods for supporting innovation and change across the organization
Problem Solving
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
Post a Comment