Partner Account operation Manager

Partner Account operation ManagerDescription -Job Title: Partner Account Operations Manager Organization:Partner Experience COE, Sales OperationsThe Partner Account Operations Manager (PAOM) is a key role within the management of HP indirect channel partners (Distribution, Reseller, Retail). The PAOM is responsible to manage the end-to-end relationship with the Channel Partner from an operational point of view. This includes amongst other things, to coordinate the setup of new Channel Partners, to ensure Service Level Agreements are met, to manage large escalations and to solve complex issues, to translate the needs of the partners into an operational plan, to strive for continuous efficiency improvements, and to participate in Business Reviews or coordinate Operational Reviews with the Channel Partners where needed. The PAOM works closely together with the operational teams in Sales Operations, Supply Chain, Credit and Collection, as well as Sales and country management. Responsibilities – Partner Engagement focus - Operations: Channel Data & Incentives; Demand generating funds▪ Monitor Channel Data and Incentives (i.e., CDM, FCM, PC, MDF) metric performances thru the reports and dashboards published by the Process teams. (Proactive, R)▪ Ensure there is a governance in place with Channel Partners to review performance and address any metric deviating from goals. (A)▪ Attend process governance calls between HP ops process teams and Channel Partners. (R)▪ Act as a primary escalation level for HP ops process teams, mediate escalations, secure Channel Partner and HP's support and commitment to correct deviations. (R) Partner Portal▪ Be knowledgeable of all Partner Portal capabilities and tools available to Channel Partners (MDF tool, My Comp Optimizer, etc.) and use the access simulation feature when needed.▪ Be knowledgeable with the location on Partner Portal of all key process documentation, and ensure you address any issue identified in correctly reflecting the most up to date program or process documentation. (Reactive, R)▪ Support on an ad hoc basis the translations of Partner Portal content Profiling ▪ Act as go to person for any clarification/question/cleanup on partner/Contact/User data, ensuring user flags are correct (i.e., Business Mgrs vs. Ops contacts/ Supplies vs HW, etc.)▪ Engage with Channel Partners and sales representatives and retrieve all necessary information for Partner Profiling onboarding (validate before submitting the online forms, BRC, existing profiling/contract/DDQ checks). eCommunications▪ Validate partner contact details by ensuring the contact information is correctly reflected in Click & GO and support on local language translations Pricing & Bid Desk▪ Guide Channel Partners on HP's pricing and special pricing setups ensuring the quality of the deal data transfer (EDI, pComm, etc.)▪ Share the conversion rates with Channel Partners for the markets where applicable▪ Support Channel Partners with addressing HPPV related escalations Contracts ▪ Be knowledgeable of Channel Partner contract obligations, prerequisites of doing business with HP, compliance, audit requirements, program subscriptions and the terms and conditions applicable (i.e., DCP, Amplify, etc.) and facilitate changes when needed▪ Proactively support HP and Channel Partners with the L&R activity Job Description – Partner Account Operations Manager Document owner: Partner Enablement Team, PXP, Sales Operations. Last revision date: March 2022▪ Reactively monitor the partner performance metrics and identify if there is any action that can be taken from a Sales Operations perspective to improve their performance. ▪ Support HP in drafting operational or business dashboards with the help of the PSP tool▪ Support new Channel Partner with new contract setups when needed or contract renewals (i.e., new business routes).▪ Use Click and Go proactively and regularly (quarterly) to validate the Channel Partner and contact data.▪ Use Sales Team Management > Self-Management table to update the Partner Sales Team data. Compliance▪ Support both HP and Channel partners in facilitating audits (identify right owners, explain audit goals).▪ Continuously reinforce HP’s compliance policies and ensure Channel Partners have the right level of understanding of HP process policies to effectively run operations MADO▪ Support new Channel Partner onboarding activities by coordinating the e2e setups on all processes and tools, and coordinate with all stakeholder organizations (SC, C&C, SO) Supply Chain, Customer Operations▪ Monitor Channel Partner Supply Chain metric performances thru the reports and dashboards published by the Process teams. (Proactive, R) i.e., touch rate▪ Ensure there is a governance in place with Channel Partners to review performance and address any metric deviating from goals. (A)▪ Support Supply Chain operational teams in mediating escalations, securing Channel Partner and HP's support to correct deviations. (R) Credit & Collection▪ Be knowledgeable on the Credit & Collection elements of the Channel Partners in your portfolio (i.e., payment terms, cash discount, applicable regional programs) ▪ Support the C&C organization in mediating escalations with Channel Partners (addressing the closure of overdue invoices) and reinforce the decoupling principles. Trainings ▪ Facilitates operational, process, program, tool (i.e., partner portal) trainings (in local language where applicable) Responsibilities – Partner Engagement focus - Relationship management: Distributor operating model ▪ Understand Channel Partner's organization, operations & business model. Communication ▪ Responsible to release HP communications to Channel Partners, following different program/project MOC guidelines, on an ad hoc basis Consultancy & MOC ▪ Offer consultancy to Channel Partners on any change driven by them. (Feasibility and operational implications derived of implementing process changes, new programs, new tools, or policies, etc.) ▪ Support the Channel Partner in HP transformational projects ▪ Coordinate the MOC of programs and processes with local Business Management teams Operational reviews ▪ Build dedicated operational governances between HP and Channel Partners focused to review operational performance, decide plan of improvements, follow up, set priorities, future projects or programs impacting the ops model. Business reviews ▪ Attend business QBRs and support the Business Manager in any operational topic. Job Description – Partner Account Operations Manager Document owner: Partner Enablement Team, PXP, Sales Operations. Last revision date: March 2022 Responsibilities – Stakeholder engagement focus: Consultancy ▪ Represent Sales Operations in the Market in any process escalations or senior mgmt. escalations ▪ Stay connected with the key country HP business contacts and work together to build a positive partner experience (Business Managers, Category representatives, Supply Chain support functions, etc.) while supporting them on all Sales Operations channel topics, key priorities and drive implementation where needed Responsibilities – Center of Excellence engagement focus: Project Management ▪ Offer consultancy to HP COEs on any change driven by them. (Feasibility and operational implications derived of implementing process changes, new programs, new tools, or policies) AOM Governance ▪ Stay connected with the AOM global community (via all dedicated governances – local, global, program specific), leverage solutions and experiences, provide continuous feedback to global teams/process owner teams/program leads/etc. on Channel Partner experiences Operations ▪ Work closely with the COEs in delivering KPI improvement plans with key Channel Partners Partner Survey ▪ Accountable of Partner Survey score measuring the level of support offered ▪ Support the COEs in delivering the improvement plans with key Channel partners impacted ▪ Support in validating the contact list participating in Partner Survey Role Profile - Competencies: ▪ Project Management (PMI/Agile methodologies) ▪ Digital skills (Ex: Artificial intelligence, Chatbots, RPA) ▪ Strategic mindset ▪ Creativity & Design Thinking ▪ Data analytics skills ▪ Experience mindset, social & emotional intelligence ▪ Growth mindset ▪ Personal effectiveness ▪ HP Products, services, and sustainability ▪ Sales mindset & outcome-based selling Role Profile – Qualifications: Education ▪ First level university degree or equivalent experience; advanced university degree preferred. Experience ▪ Typically, 6-10 years of experience in a partner engagement environment, preferably in operations or business management Languages ▪ Excellent communication skills in English and local language Technical ▪ Solid skills with business applications like Excel and PowerPoint Project Management ▪ Basic skills in managing the implementation of small changes across multiple stakeholder teams (Agile preferred) Leadership ▪ Ability to lead virtual, often remote teams. Proven ability to collaborate and network with other groups and functions to reach business objectives HP Knowledge ▪ In-depth understanding of core HP businesses, operating model, and the revenue cyclJob -Sales OperationsSchedule -Full timeShift -No shift premium (India)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.