Director Service Segment Management

Director Service Segment ManagementDescription -Description/ Key ResponsibilitiesDefine Customer Care Center Bangalore strategy to align with CSSD and WSS Business strategyDrive center of excellence and deliver best in class customer experience and build strong customer focus culture in Customer Care Center BangaloreWell manage day to day operation to deliver outstanding performance consistently including but not limited in sNPS, SLA, case age, DA (Diagnostic Accuracy), dispatch TAT etc.Well manage financial result including HC/RCOW/CCOW/Non-TCOW to meet quarterly budget and deliver value capture savingGreat collaboration with WW, Region (APJ/EMEA/AMS) and Market leaders to understand business needs and make the change to deliver the resultEffectively partners with Sales, in-country field support and Market team and Services organizations, providing overall thought leadershipWork closely with Quality, category and services team to drive End to End customer experience – Omni Channel and drive alignment of Digital customer experience across CSSD platformsDrive the digital transformation for care center and continues to support contractual growthDevelop and implement services, solutions, or programs that fuel profitable growth, while also meeting emerging customer/market needs.Drive SPOS revenue growth and promote digital SPOS growthBecome key differentiator by implementing automation to simplify and streamline end to end process for the Care CenterProactively evaluates business performance, monitors market trends, analyzes competitors’ operation model to transform Bangalore center to be strategic center to add value to entire CSSD organizationWork closely with the workforce of the future program leads to drive workforce of the future strategyDevelop key talent and motive team to deliver best in class VIA resultKnowledge and SkillsRich experience in call center management for both consumer support and commercial supportRich experience in service supportDigital transformation experienceBroad knowledge competitive market dynamics, business models, business strategies and processes.Exceptional skills in management of people and business relationships, knowledge in organizational design and planning and team productivity in a cross-functional organization.Excellent project management and prioritization skills.Excellent people management skills, including managing teams across geographies.Excellent communication skills catered to a wide variety of audiences.Strong leadership and staff development skills.Excellent consulting, influence, and negotiation skills.Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.