Customer Support and Services Direct Delivery Suppliers Operation Manager

Description -

Job Summary:

To manage HP branded support and services on Computing and Printing products related activities at country level, delivered by Direct Delivery Supplier(s) , to be the country and customer voice internally towards the other functions with strong end-to-end ownership.

• Be single point of contact for Direct Delivery Supplier (DDS) for operational matters and trusted advisor within HP for direct delivery support related matters

• Ensuring operational excellence and customer satisfaction

• contribute to HP business ensuring customer loyalty with best experience and the quality provided

• Turning HP support & services into a key sales differentiator

• Taking an active and leading role in projects to improve customer experience and delivery processes with suppliers

• Own end-to-end all deliveries e.g. offsite/onsite/pick up and return ensure country targets met in close collaboration with relative functions

The main responsibilities are:

Operational Management:

• Manage operational performance of supplier(s)  in the country

• Provide performance package for Cross-Functional Teams and assit Country Delivery Manager in preparation for regional reviews

• Deep dive into performance with functions including recurring issues. Work with other delivery functions to bridge gaps. Trigger and drive projects for performance/process improvements

• Identify Corrective Action Plan (CAP) requirements. Implement actions to meet Level 4/Level 3 (L4/L3) metrics goals. Understand the impact from other delivery functions & influence their actions to achieve onsite/offsite delivery goals

• Take responsibility for Case Closure and Backlog/Loan management with suppliers to prevent financial exposure

• Take part in the operational review of other deliveries and represent the country

Supplier  Management:

• Be Single Point of Contact for suppliers for operational topics

• Manage Suppliers' performance through regular meetings

• Ensure delivery quality and compliance with suppliers e.g. audits/assessments, closely cooperation with Fraud team as needed

• Ensure supplier readiness for New Product Introduction / New Service Introduction and track supplier Training & Certification compliance

• Facilitate and lead end-to-end  communication platform for Direct Suppliers (Contact Center, Offsite, Supply Chain) to reinforce end-to-end  collaboration and best practice sharing where applicable if local ecosystem

• Ensure correct supplier system setup and access to HP tools

Escalation/Exception Management:

• Act as Escalation point for operational issues

• Lead technical escalations and manage through elevation process. Drive interlink with Business Escalations team and support customer communication as needed

• Review all escalations end-to-end on regular basis as part of backlog management

Experience and Education:

• Typically 5+ years to establish a proven track record in operational management in similar sectors

• Experience in Partner/Supplier Account Management and support (preferred)

• Typically first-level University degree or equivalent work experience; an advanced degree is a plus

• Fluent in Turkish and English (both written and verbal)

Soft skills:

• High level of business acumen

• Customer First Approach / Growth Mindset

• Analytical mindset

• Supplier Management

• Collaborative team player

• Excellent communication and presentational skills

• Ability to simplify complex cases

• Ability to build sustainable relationships with partners

Technical skills:

• Experience working on different tools and platforms such as customer management system

• MS Office

• Adaptiveness to new technologies such as AI, Cloud systems and big data

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement