Business Environment Description:

　　HP CS (Customer Support & Services) EMEA organization is managing support and services delivery for PPS consumer and commercial products (call support, Social Media, unit repair, accessory replacement, extended services) over all EMEA countries. Support & services offer is operated thru a network of delivery partners.

　　Objectives of the organization are to provide best service, increase Total Customer Experience and drive Services Revenue Growth.

　　Partner Management operations mission rely on 3 pillars:

　　Convert Warranty Customers with Problems into HP advocates, at an affordable cost to HP.

　　Provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.

　　Have best team in the Industry.

　　Main tasks / responsibilities:

　　Management of the Contact Center (CC) operations and performances, driving continuous improvements

　　Deployment of initiatives to improve end to end Customer satisfaction and Operational efficiency and new capabilities

　　Ensuring our partners have the right capacity to deliver up to expectations (staffing, competence) at a reasonable cost

　　Ensure that our Partners are aligned to HP strategy and comply with HP requirements (Quality, Process Adherence)

　　Interface with Country delivery organizations and drive actions to contribute to improve end to end Customer experience

　　Setting Operational Framework with Sites delivering sustainable performance.

　　First escalation path for other HP groups to connect to the site.

　　Job description:

　　Assisted Support operational excellence for all deliveries and products across EMEA (capacity readiness, Reward, Lab, tools)

　　Continuous Improvement plans to reach the agreed targets and eliminate the waste

　　Optimizations of Contact Center capacity/staffing adapting fix and variable resources

　　Recommendations and Implementation of cost reductions initiatives

　　Ensure smooth transformation and deployment of operational changes

　　Performance monitoring to ensure support customer experience as designed.

　　Midterm plans to develop sites for future capabilities.

　　Collaboration with other Ops managers and rest of Assisted and CS org ensuring standardization.

　　Preventive Management to avoid crisis lead recovery plans when needed

　　Technical skills:

　　Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience

　　Partner Management Experience required

　　Green Belt Certification will be a definite plus

　　At least 5 years' experience in Services environment. Good understanding of Services and Support Models Processes.

　　Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)

　　Excellent analytical thinking, technical analysis and data manipulation skills to support data analysis

　　Strong leadership skills, including team building, conflict resolution and management

　　Project management skills and affinity

　　Experience in working with Global Teams is a definite plus

　　Must have the ability to work flexibly and on own initiative

　　What we offer:

　　Opportunity to work in an international organization with colleagues coming from all over the world.

　　Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.

　　An attractive benefits package:

　　Health & Life insurance

　　Lunch at reduced prices at our canteen/ ticket restaurant vouchers

　　HP product discount

　　Work life balance / flexible working hours.

　　Women, Pride, Young employees, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.

　　We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.

　　Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.

　　Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinated activities.

　　We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy, and general health.

　　Printing Happy hour – from photographs to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models.

　　Dedicated lactation room.

　　Our Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on, improving business acumen, work life balance and skills of the future, etc.

　　About HP

　　You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.

　　So

　　are we. We love taking on tough challenges, disrupting the status quo,

　　and creating what’s next. We’re in search of talented people who are

　　inspired by big challenges, driven to learn and grow, and dedicated to

　　making a meaningful difference.

　　HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

　　Our history: HP’s commitment to diversity, equity and inclusion – it's just who we are.

　　From the boardroom to factory floor, we create a culture where everyone is

　　respected and where people can be themselves, while being a part of

　　something bigger than themselves. We celebrate the notion that you can

　　belong at HP and bring your authentic self to work each and every day.

　　When you do that, you’re more innovative and that helps grow our bottom

　　line. Come to HP and thrive!

　　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).