Offsite Operations Manager

Offsite Operation Management

  • Manage Operational Performance with Local Whole Unit Repair (WUR) supplier (L4/L3 metrics) and provide performance package for Cross Functional Teams and support Country Support Manager in preparation for Central Eastern Europe Middle East & Africa (CEMA) Cross Functional Teams.
  • Deep dive into offsite performance incl. structural 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 impact from other delivery functions & influence their actions to achieve offsite delivery goals
  • Take responsibility for Case Closure and Backlog/Loan management with suppliers to prevent financial exposure

Local WUR Supplier Management

  • Be Special Point of Contact for suppliers for operational topics
  • Manage WUR Supplier performance through regular meetings (monitoring and reporting of performance, ensure CAP & Recovery Plan in place & executed, structural/process issues addressed with suppliers)
  • Ensure delivery quality and compliance with suppliers e.g. audits/assessments, closely cooperation with Fraud team as needed
  • Ensure supplier readiness for NPIs /NSIs and track supplier Training & Certification compliance
  • Facilitate and lead E2E communication platform for Direct Suppliers (Contact Center, Offsite, SC) to reinforce E2E collaboration and best practice sharing where applicable if local ecosystem
  • Ensure correct supplier system setup and access to HP tools

Exception/Escalation Management

  • Act as Escalation point for offsite operational issues
  • Lead technicalescalations and manage through elevation process. Drive interlink with Business Escalations team and support customer communication as needed
  • Review all escalations/elevations E2E on regular basis as part of backlog management

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