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