Customer Operations Team Leader

Customer Operations Team LeaderDescription -MAIN RESPONSIBILITIES:(Key Results areas)The Team Lead (shortened TL) works within a European, multicultural and fast moving business environment, supporting Operations, Business Units and Sales Force within the area of order fulfillment   He/she is located in a central Customer Operations team and has a wide variety of responsibilities, including the following:General responsibilities:Applies advanced subject matter knowledge to complex business issues, and is regarded as a subject matter expertFrequently contributes to the development of new ideas and methods. Works on complex problems/ projects where analysis of situations or data requires an in-depth evaluation of multiple factorsExercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving individual and team objectives and implements accordinglyLeads and/or provides expertise to teams and may participate in cross-functional initiativesMay provide mentoring and guidance to team membersEnsures proper backup and handover during vacation and other absenceApplies internal policies to ensure HP policies and audit requirements are metPerforms additional activities related to department’s activities as assigned by managersEnsures the accuracy of the processes and tasks from the Supply Chain Customer Operations departmentDelivers the requested tasks in due timeEnsures the compliance of the processes, as per HP’s internal policiesIs aware and respects the internal policies and procedures from HP, both from a global and local levelDelivers any other task or  work related responsibility as requested by the managerDuties:Metrics & controlsControls KPIs of own team members and SCOA and implements corrective actions in case of deviationsSupports the team for timely closure of all cases impacting the team’s KPIsPrepares and presents metrics evolution in relevant forums each monthGathers individual metrics in order to support the preparation of FPR/ performance tracking materials for direct manager/ supervisorActs as an escalation point and has delegation on pre-agreed business processes and thresholdsAdministrativeEnsures back-up for direct manager/ supervisorAssists direct manager/ supervisor in hiringResponsible for vacations, bank holidays & back-ups structure planningResponsible for account assignment & workload distributionActs as admin approvals (if granted by the direct manager/supervisor) e.g.:vacation approvalsarrival/departure times exception approvalsWFH approvalsAny other people management topic assigned by the managerTeam representation & coordinationRepresents the team in various external meetings/ forums, as assigned by the direct manager/ supervisorKey coordination point in the relation with SCOA; main responsible for SCOA engagementKey coordination point for team’s internal projects & initiatives (mini-POR responsible)Coordinates the activity of process champs in their respective areas of responsibilityActs as a change agent in the team supporting the direct manager in all transformation activitiesEscalation ManagementResponsible for operational escalation management supporting Operations SpecialistFirst internal escalation point (e.g. order prioritization, Express Shipment, Team escalations - including SCOA)Key routing point in relation to user supportIn charge of escalating process gaps and quality issuesEnsures proper problem solving in due-time for all the above issues escalatedOperational (account) workMay have assigned specific customer/partner portfolio performing specific Operations Specialist customer engagement activities (as per Ops Specialist JD)OTHER RESPONSIBILITIES:Responsibilities regarding Health and Work securityto know and submit to the health and work security regulationsto pass the mandatory labor medical check-up and  to take part in Health and Security training sessions, whenever called forto immediately announce the employer and/or the designated employees about any situation related to the working environment, they have strong reasons  to consider a real danger for the health and security of the employees, as well as accidents of their ownto inform the manager and/or the employer about the accidents he sufferednot to unplug, deactivate, modify or randomly stop the machines, and to correctly use these devicesto work together with the employer and/or the designated employees in order to implement all the measures required by the labor and health protection inspectorsto provide all the necessary information required by the labor and health protection inspectorsis complying with the protection instructions against the fires establish by company managementJOB REQUIREMENTS:(Knowledge, skills, experience)degree level education in Economics or IT related fieldsextensive experience of HP’s Operational capabilities, especially around the Direct and Indirect businessexperience in working with multiple countries/sub- regions at a high level of complexityfluency in Englishsupported country’s language fluency – where applicableCOMPETENCIES:(Behavior, attitude, capabilities)strong leadership profilecustomer focusstrong operations management backgroundgood understanding of the Q2C businesspersistence, the ability and will to find a way to make it workability to multitask within a fast-paced and dynamic workplaceanalytical and problem solving skills, manages time periods with high stress level (quarter-end)attention to detail paired with a good level of strategic thinkingJob -Sales OperationsSchedule -Full timeShift -No shift premium (Romania)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.