Supplier, Digital & Operations Manager

Description -

Job Summary

This role is responsible for leading a team engaged in specific, well-defined activities, ensuring adherence to organizational policies and procedures. The position leads and oversees the implementation of Field & Channel Delivery Services segment management programs (transaction and contractual), sets performance objectives, and allocates resources to ensure the success of various services and solutions within the portfolio. The primary focus is on enhancing the total customer experience by aligning strategies with organizational goals and improving business metrics. Additionally, the role fosters collaboration for process improvements, e2e operations excellence and manages talent development, including recruitment and performance management.

Responsibilities

• People & Talent Management Experience:
  • Perform talent management responsibilities, including recruitment, performance management, coaching, and career development.
• Strategic Program Ownership & Execution:
  • Design program framework, set performance objectives, assemble project teams, allocate resources, and ensure successful execution of services segment management programs.
  • Oversee the business success of a portfolio of services, solutions, or specific functional segments.
• Strategic Planning:
  • Develop strategies and business plans that align with organizational goals, focusing on profitable growth and enhanced total customer experience (TCE).
• Performance Monitoring:
  • Monitor product and service business metrics, including attachment rates, penetration, revenue, and TCE.
• Cross-Functional Collaboration:
  • Work with cross-functional teams to identify and implement process improvements in service delivery, business operations, and team productivity.
• Program Objectives and KPIs:
  • Guide the team in defining program objectives, KPIs, and setting expectations for implementation across various business groups.
• Headcount Budget Management:
  • Lead & drive budget discussions
• Field & Channel Delivery Subject Matter Expertise:
  • Identify opportunities for process improvement and policy development, recommending changes aligned with business tactics and strategy.

• Field & Supplier Strategy, Digital & Operations Team Management:  Lead a team of individual contributors and/or supervisors, overseeing day-to-day activities and ensure fair and consistent application of organizational policies and procedures in a timely manner.

• Field & Channel Delivery Supplier/Vendor Management (VAM):
  • Oversee and manage supplier and vendor relationships, ensuring quality, compliance, and alignment with organizational standards.
  • Develop and implement strategies for effective vendor management to optimize costs and enhance service delivery

• Digitalization & Automation:
  • Field & Channel Delivery S4 Cross-Functional Engagement Team Lead:
    • Lead the F&C S4 cross-functional engagement team to drive successful implementation, GA recovery, India stabilization, BDSL, and Pakistan rollout.
    • Drive and lead the Poly S4 rollout
    • Coordinate with various departments to ensure seamless digital transformation and automation processes.

• Field & Channel Delivery WW PoR & Process Engineering e2e Leadership:
  • Provide F&C end-to-end leadership in PoR and process engineering, identifying opportunities for automation and digital enhancements.
  • Develop and implement F&C process improvements to streamline operations and improve efficiency.

• Strategic Program Operations Excellence:
  • CISS 1.0:
    • Oversee the implementation of CISS 1.0, enabling NBD support across 699 cities.
    • Ensure the effective rollout and adoption of the CISS 1.0 initiative to enhance operational capabilities.
  • CISS 2.0:
    • Lead the implementation of the CISS 2.0 Subk ASP business model, ensuring alignment with strategic objectives.
    • Monitor and evaluate the impact of CISS 2.0 on business operations, making adjustments as necessary to optimize outcomes.

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 9-12 years of job-related experience or 5-7 years of management experience, preferably in field and channel services delivery, service business management, solutioning architecting, business planning, or a related field. Operations excellence and field and channel delivery e2e systems knowledge an advantage.

Preferred Certifications

• Project Management Professional (PMP)

• ITIL and Change Management

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Job -

Services

Schedule -

Full time

Shift -

First Shift (India)

Travel -

25%

Relocation -

Yes

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement