Latex and Page Wide XL Operational Manager

Responsibilities

  • Ops Management:
  • Care Center delivering on agreed operational KPI´s:
  • Manage deviations by driving, designing , validating and ensuring execution of action plans
  • Ensuring that our operations do have the right staffing to deliver up to Graphics requirements.
  • Drives optimization of staffing; fosters change management within the teams; ensures Business continuity for activities.
  • Single point of contact for any internal escalation from Country service Managers and other GSS department heads when is related to Care Center activities. S/He will pick up these requests and in cooperation with requesting party drive for resolution
  • Quality focus:
  • Drive regional cross business standardization to strength and scale our processes to improve delivery and seek for efficiencies
  • Owns QMS framework to monitor and audit Care Center delivery
  • Drive for continuous improvements, tracks and reports progress, funnels changes into POR, and leads projects related to Care Center
  • QMS audits follow ups
  • TCE:
  • Owns the support experience for all non-technical processes.
  • Sizes contribution, selects right TCE metrics which correlated with SNPS
  • Acts quickly to resolve customer issues in a way that retains customers and stakeholders trust in our GSS CC delivery
  • Deployment of initiatives to improve Customers Satisfaction and Operational efficiency
  • Supplier management:
  • Define, negotiate and renew (jointly with GP) SOW´s, and ensuring we do have best agreements
  • Define the sourcing and location strategy for the Care Centers processes
  • Ensuring supplier has right metrics to size their contribution into our GSS CC experience.
  • Manages SLA and performance indicators.
  • Manages business reviews with suppliers (weekly, monthly, QBR´s…)
  • Design incentive scheme for suppliers to constantly improve performance and efficiency
  • Ensures supplier adheres to HP compliancy rules and ensures execution of contractual agreements (service outsourcing boundaries kept, right staffing in place)
  • Cost and budget:
  • FY Budget creation for Latex and Page Wide XL Care Center Operations
  • Track, review validate costs. Proper accruals management. Suppliers invoice validation;
  • Ensure cost predictability, flash upcoming deviations;
  • Cost management and continuous cost optimization. Implementation of cost reductions programs

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