Supervisor Sales Support Management

Short company description

On 1 January 1939, two Stanford University graduates, Bill Hewlett and Dave Packard, made a historic commitment to innovation when they founded HP in a garage. They created an audio oscillator that Walt Disney used to make the ground-breaking movie Fantasia. For over 70 years since then, HP has continued innovating and helping people, businesses, and communities worldwide use technology to improve their businesses and lives. Hewlett-Packard (HP), is an American multinational information technology corporation headquartered in Palo Alto, California, USA, that provides products, technologies, software, solutions and services to individual consumers, small- and medium-sized businesses and large enterprises, including customers in the government, health and education sectors.
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure at the convergence of the cloud and connectivity, creating seamless, secure, context-aware experiences for a connected world.
In Romania HP is represented by two different legal entities, HP Romania si HP GeBOC.
HP Romania, officially opened in 2002, is the largest IT product and services supplier in Romania, meeting business’ and individual customers’ most complex needs with a portfolio spanning from servers, storage, networking and IT software, solutions to PCs, laptops, printers and handheld devices. Its business centers are located in Bucharest, Cluj Napoca, Iasi, Timisoara, Targu Mures, Sibiu and it is the only IT company in Romania to launch an IT Research and Development Centre for pushing the boundaries of technology. Through the strong collaboration with the public and private sector, HP Romania contributes to innovating public services and uplifting small and medium business’ competitiveness. HP technology is in places you’d never imagine, helping to make our world a better place.
HP GeBOC (Global e-Business Operations Center) is the shared services and business process outsourcing (BPO) centre of HP in Romania. Opened in 2005 and having over 3.100 employees, HP GeBOC is the largest shared services centre in the country and offers high quality, value and cost effective remote processing services to HP customers and partners in Europe, Middle East and Africa for a wide range of financial, logistic, and administrative business processes. Its young, ambitious and highly skilled workforce with multilingual capability brings value added services in more than 25 language and contributes to building a successful business in Romania.
The working environment in HP is noteworthy! You will find here a motivating working environment, enthusiastic and friendly people that will offer you all the support you need so that you will feel like an old mate and less of a newcomer. This is the place to challenge your skills and expertise, set off a successful career, experience multi-lateral development, professional diversity, our culture of excellence and the key ingredient that sets us apart as a winning company, team work. In HP we are ONE team that doesn’t settle until it does amazing. This is more than just a statement as in 2011 we made an incredible dream come true that speaks about unity, relationship, passion and enthusiasm. We broke the ‘largest umbrella dance’ registered by Guinness World Record, the authority responsible with evaluating human kind’s most amazing performances.
Right now, we’re looking to add in our team both specialist and young talents with promising potential. HP GeBOC has a great flexibility regarding the college degree specialization, due to the professional and personal development programs all its employees attend after hiring. As a result, HP GeBOC is the second company preferred by Romanians interested in working in a BPO center (according to a Mercury Research, June 2011) and the No.1 most performing large enterprise, services field, in Top Companies of Bucharest and Romania, released by Romania Chamber of Industry and Commerce in 2011.

Requirements

Education and Experience Required
• Bachelor's /graduate degree
• Fluency in written and spoken English. Excellent communication and influential skills
• Require 3 years of work experience with minimum 1 year of people management.
• Good written and oral skills in a second language would be a plus
• Feedback and coaching Skills
• Communication skills
• Conflict management Skills
• Interpersonal effectiveness
• Leveraging diversity
• Developing people management skills i.e. attracting, retaining and developing a talented workforce incl. goal setting and performance management
• Business Process Outsourcing business & process knowledge
• Ability to understand and interpret customer needs and translate them into workable procedures and activities.
• Strategic Awareness
• Quality Management System and Six Sigma knowledge
• Foster Continuous Improvement
• Develop & lead a quality culture
COMPETENCY REQUIREMENTS:
• Results and performance oriented
• Facilitation skills
• Influencing & Negotiation skills
• Team Spirit

Responsibilities

Responsibilities:
Employees & Organization

1.Lead & Manage People
• Share and link business strategies, priorities, metrics
• Ensure employees have received the critical training to perform the job
• Resolve employee issues, concerns and problems
• Develop and implement the staffing plan
• Integrate new team members
• Ensures that roles, processes, responsibilities and metrics are clearly known by all team members
• Role model regarding HP values, Working Environment dimensions and Standards of Business Conduct
2.Implement HP High Performance Workplace Process
• Set Goals and measures for employees
• Assess Performance - Conduct performance reviews
• Monitor and Give Feedback - Coach and provide continual feedback
• Ensure employees have development plans in place
• Facilitate career path discussion with employees
• Responsible in case of internal and external audit
• Sets objectives, assesses performance and rewards according to achievements
• Participate into Salary Administration. Make sure fairness, budget constraints, overall benefits and rewards package, short term and long term requirements are all taken into account
• Communicate to employees ranking and salary decisions in a tactful way
• Strictly adhere to confidentiality rule
3. Develop and manage teams
• Develop team mission, roles & responsibilities, goals and metrics
• Communicate and engage team members
• Nurture commitment to a common vision and shared values
• Promote collaboration & remove obstacles to teamwork
• Celebrate & reward significant team achievements
• Conduct regular and effective team meetings



Customer Satisfaction

1. Understand, meet and exceed customer expectations
• Understand customers' expectations and anticipates their needs
• Ensure all KPI's are green
• Ensure Statement Of Work is met
• Take applicable and relevant correctives action on the Voice Of Customer / other customer satisfaction surveys
2. Maintain an appropriate level of interaction with customers in order to anticipate any potential issues. Ensure in time resolution of customer escalations.
3. Cultivate a customer focused service culture of flexibility, responsiveness and innovation

Operational Excellence

1.Managing Operations & Processes
• Ensure that appropriate processes and tools are leveraged to manage and optimize our operational performance
• Assign tasks to the right people
• Develop capability for operational continuity
• Achieve targeted efficiency gains and productivity norms
• Ensure business controls are implemented and optimized
• Ensure Production Planning process is implemented
• Has direct responsibility for the output of the individual contributors at an operational level (e.g., issue resolution success - order status reports, global trade issues, returns, deliveries, invoicing).
• Resolves complex issues that have been escalated by individual contributors.
• Presents complex internal operational issues (e.g., opportunities to improve current processes) to management.
2. Continuous Process Improvement
• Ensure the implementation of the Quality Management System
3. Ensure an appropriate communication process is established to update/inform on operational status customers and stakeholders