Customer Relations Team - Tools, Process and Project Manager

Customer Relations Team - Tools, Process and Project Manager

Description -

Job scope/summary:

EMEA 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 Customer Support and to retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution.

Within this Organization, the Service Excellence, Transformation and Innovation team (SETI) 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:

The responsibilities will include one or more of the following:

• Be main point of contact for business tools used by the team (CDAX, GN, Genesys) issues, initiating the necessary actions and following up until completion
• Work with the teams to identify tool improvements that increase CRT operations productivity and efficiency, prioritize them, start the required requests for change and work with the different teams in their deployment
• 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.
• Identify Stakeholders impacted to negotiate process adjustments across CS AMS and interfaces with upstream or downstream processes.
• Ensure process compliance, as required. Ensure timely update (minimum annually) and determine when improvements are required
• Support audits (ISO certification 9001 / 14001 / 27001 and QS Certification)
• Lead or participate in projects aiming to improve CRT services quality, customer and employee experience, cost or broadening CRT’s solution portfolio
• Represent CRT in projects led by other organizations but having an impact on CRT’s services or employee experience

Key deliverables/accountabilities:

• Robust and reliable tools that facilitate the work done by CRT’s workforce
• 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 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.
• 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.
• Projects executed as defined, within the agreed timelines and delivering the results expected in terms of service, customer experience and cost

Working relationships:

Internal

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

External

• Partners, Suppliers.

Education (degree) and professional experience required:

• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• 3+ years of professional experience in Business Process Management and/or Business/Finance analytics and/or Project Management
• Work experience from an international environment is an asset.

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.
• Interpersonal skills

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

• MS Office and Power BI
• Lean Six Sigma and Project Management 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.

The pay range for this role is $65,600 to $101,000 USD annually with additional

opportunities for pay in the form of bonus and/or equity (applies to United

States of America candidates only). Pay varies by work location, job-related

knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

 * Health insurance * Dental insurance * Vision insurance * Long term/short term disability insurance * Employee assistance program * Flexible spending account * Life insurance * Generous time off policies, including; * 4-12 weeks fully paid parental leave based on tenure * 11 paid holidays * Additional flexible paid vacation and sick leave (US benefits overview

[https://hpbenefits.ce.alight.com/])

• The compensation and benefits information is accurate as of the date of this• posting. The Company reserves the right to modify this information at any time,• with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United States of America)

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’sEEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"