Job scope/summary:
As Print Contractual Diagnostic Before Dispatch (DBD)Team Supervisor, you will be responsible for:
Managed Print Services (MPS) contact center operations performance for assigned scope
Management, development and motivation of the HP employees and team
Leading changes and transformations of the activity to meet business and customer demands and ensure long term competitiveness of HP MPS.
You will be part of the EMEA Remote Support Operations for Managed Services organization,and your primary mission will be to manage a Team of people, drive required transformations allowing to achieve a differentiated Client Experience with targeted Efficiency Gain through a robust Quality Management, a solid Operational Excellence and the development of key Talents within the organization.
Job specifics/responsibilities:
People Management
Responsible for selecting and hiring talents
Define sub-team goals, objectives and measures
Ensure team members understand how their performance is measured
Create a working environment that is conducive to individual growth, high performance and is challenging and rewarding.
Lead career discussions with the employees and support career development
Sponsor sub-team development programs
Develop training budgets
Retain and develop talents
Establish governance framework within the sub-team and ensure effective communication
Ensure the KPIs analysis and set the appropriate corrective action plans
Ensure consistent communication to employees via regular team meetings to share updates on MS strategies, priorities, initiatives and to discuss current topics and agree on required action items and tasks.
Manage people’s Mid-Year Reviews and Annual Review Cycles.
Participate in team performance reviews and propose promotions and bonus distribution if applicable.
Operations Management
Is responsible and accountable for:
Operational performance of the assigned scope: customer satisfaction, quality of service, efficiency (productivity and utilization) according to the relevant Business Scorecard and any specific metrics.
Measures and monitors operational performance and drive relevant corrective actions to reach targets.
Resolves complaints and answers questions of customers regarding services and procedures.
Escalates up the management chain every critical situation.
Directly handles and manages exceptional cases, situations, complaints and escalation.
Change and Transformation
Is responsible and accountable for:
Continuously look for ways to optimize (Total Customer Experience (TCE), quality and cost) the MPS end-to-end service delivery and drive necessary changes (tools, processes, people)
Identify specific customer requirements and implement changes
Understand how changes in the environment (IT systems, key processes, different stakeholders) impact your Team and manage the required changes and dependencies to maintain the require quality of service, efficiency, and compliance.
Business Planning and analysis
Responsible for headcount forecasting
Drive sub-team/s strategic development.
Key Competencies:
Leadership skills in a complex cross-functional environment allowing to manage Business Operations in a multi-cultural & international environment
Demonstrates business acumen, understanding of organizational strategy, and successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders and directing large teams of resources
Ability to drive changes across functions
Excellent verbal and written communication skills, including negotiating and influencing skills (internal & external customers and partners)
Demonstrates thorough knowledge of industry drivers relating to Total Customer Experience (TCE)
Commits and delivers with integrity, transparency & quality
Demonstrates urgency, taking thoughtful risks
Strives for continuous improvement & quickly adapts to changes
Values and develops employees to be highly successful
Makes timely decisions & takes action
Keeps it simple, lean & efficient
Acts as a trusted partner, providing relevant advice
Integrates innovation and quality to fulfil customer needs
Puts Employees first in one Team to create business value
Fluent in English & French language
Education & Qualification:
Bachelor's or Master’sdegree
Proven People Management Abilities
Knowledge about Lean Six Sigma DMAIC Methodology
Knowledgeofrelevant HPcompetition & Market Trends
1 year of professional experience on relevant position
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