Global Project Manager
Description -
As Partner and Footprint Project manager you will be part of the CCC (Customer Care Center) organization. Partner management and SPOS team is managing partner relationships for the network of delivery partners customer care centers over all the Globe. Objectives of the organization are to provide superior customer experience, rapidly adopt digital and automation, drive Services Revenue Growth and Sustainability.
We have the mission to support Delivery partner CCC on 3 pillars:
- Development & Management of CC partners to achieve an streamlined footprint, operational consistency and resilience while improving customer experience.
- Lead partners to propose and adopt the latest technologies to ensure effortless customer experience, simplified agent journey and cost optimization.
- Adopt New workforce models: Crowdsourcing and Working from home enablement for outsource workforce. Define Ops excellence on work from home setup.
Your mission will be to lead innovative and transformational projects which may span across business models, footprint changes and efficiency improvements. You will work with regional and global teams, and external partners, in a highly multicultural and multi-country environment.
Main tasks / responsibilities:
- Provides direct and ongoing leadership for a team of individual contributors designing and developing and coordinating projects for partner delivery.
- Be able to manage projects that can span across different areas. Including, new business models, partner changes and efficiency improvements.
- Support and engage in the different workstreams of a project: Contact Centers activities, Global Processes, Support infrastructure; combined with tactical execution (program management).
- Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.
- Manages relationships with outsourced partners, including setting expectations regarding deliverables, service quality, schedules, and costs
- Effective communication and collaboration with team members, outsourced resources, sponsors and partners
- Proactively identifies opportunities for process improvement and cost reductions opportunities.
Key success factors
- Project objectives being achieved: Savings, implementation dates
- Improvement opportunities are identified and implemented in the different steps of the projects.
Job description: -
- Lead projects from design to handover to operations.
- Robust project governance
- Keep stakeholders informed and expectations management.
- Create and deliver solutions in agreement with Market operations.
Technical skills:
- Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience
- Familiar with HP Customer Care Center support environment. Good understanding of current setup, Operations and processes.
- Proven ability to work effectively in a multi-cultural, diverse, virtual global team. Must have strong personal relationship skills.
- Program management expertise, ideally: PMP Certified. COPC certification is a plus
- Vendor Management knowledge
- Proven ability to interact and drive topics to completion in a complex environment.
- Strong ability to collaborate and influence.
- Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)
- Experience in working with Global Teams is a definite plus
Job -
Services
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.
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