CCC CRT APJ - Business Process & Project Manager

CCC CRT APJ - Business Process & Project Manager

Description -

Job scope/summary:

Customer Relations Team (CRT) is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiation. CRT acts as the voice of the Customer to drive improvements across CS and to retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution.

Within this Organization, the SETI team has the responsibility to drive innovative improvement actions to prevent complaints from happening, to enhance the portfolio of solutions available to the agents to support our customers, and to design, deploy and control the processes used by the agents, and the metrics and reports used by the organization to manage the operation.

Job specifics/responsibilities: Responsible for defining, measuring and improving the process

The responsibilities will include one or more of the following:

• Define process requirements and establish overall process strategy
• Establish governance team for the process based on process scope
• Document the process and manage the changes associated, performing communication to impacted people, training and documentation updates
• Establish process measures and ensure the mechanism to monitor them
• Think about processes as part as a system to estimate side effects of potential changes
• Identify Stakeholders impacted to negotiate process adjustments across CS APJ and interfaces with upstream or downstream processes
• Ensure proper process linkages are established and maintained
• Validate change with other impacted teams through the change board
• Ensure process compliance, as required
• Determine when improvements are required
• Have/Develop expertise on subject matter content on data sources
• Provide process expertise in business decisions
• Documents and maintains HP QMS Document
• Support audits (ISO certification 10000 / 14001 / 27001 and QS Certification)
• Interface with internal/external assessors during audits

Key deliverables/accountabilities:

• Define, design and deploy the processes used by the agents to handle complaints
• Ensure the processes are properly documented and that they are known by CRT agents
• Define, design and deploy an effective newcomer training
• Monitor compliance against the defined guidelines and service quality levels
• Ensure CRT procedures allow the extraction of critical information to monitor the service and drive improvements (root cause, solution, TAT)
• Participate in the definition of key performance indicators, their targets and reports to monitor them
• Perform deep dive analysis to understand metric deviations and to drive complaint prevention initiatives within Customer Support
• Participate and/or lead projects to improve the services CRT is providing and simplify its processes
• Be the main point of contact for management of change in CRT, understanding the different initiatives in CS and anticipating their potential impact in complaint volume with the aim of limiting it

Working relationships:

Internal

• The different CRT groups (country front-office, back-office, project mgrs, management)
• APJ and country CS department
• Other HP departments involved in customer case handling

External

• Partners, Suppliers.

Education (degree) and professional experience required:

• University degree preferably in areas linked to Data Management, Business Administration or Engineering
• 7+ years of professional experience in Business Process Management and/or Business/Finance analytics
• Work experience from an international environment is an asset

Other requirements:

• Excellent English, Ability to demonstrate verbal and written communication
• Other languages will be an advantage

Personal skills and qualities:

• Highly motivated in business understanding and “playing” with high volume of data
• Detail Oriented with ability to explain the global picture
• Ability to communicate across functional boundaries
• Strong quality oriented, can-do attitude
• Great team player, flexible, optimist!
• Proactive & confident, can work largely unsupervised in a Virtual environment
• Eagerness to learn and improve, good listener

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office and Power BI
• Lean Six Sigma basics is a plus
• ISO certification and internal assessment skills are a plus
• Experience in Knowledge management tools

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Business Planning

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"