At Hewlett Packard Enterprise, our ideas propel our world faster. We’re an industry-leading technology company. And we’re accelerating everything we do. With the industry’s most comprehensive portfolio, our technology and services help transform our customers around the world to become more efficient, more productive and more secure. They enable our customers to go further. And our employees to develop, learn and advance their careers. Ready to change the world? No one’s doing it faster.
Mission: We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.
Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.
(Knowledge, skills, experience)
degree level education
experience in customer interaction
experience in working with multiple countries/sub- regions at a high level of complexity
fluency in English
medium/advanced Microsoft Office tools knowledge
(Behavior, attitude, capabilities)
Flexibility and adaptability
Potential to develop strong analytical skills and problem solving
Communication and influencing skills
Ability to work and multitask under pressure
Meet agreed deadlines for action
Deliver quality outputs
Able to work independent with limited external help
Oriented towards continuous improvement
Ability to prioritize workload, and manage a high volume of work with accuracy
The Disputes coordinator works within a multicultural and fast-moving business environment, supporting the Enterprise Financial Groups, within the areas of financial disputes.
He/she is located in a central team and has a wide variety of responsibilities:
Manages the financial disputes backlog, to ensure that appropriate actions are taken close financial disputes within agreed SLA and according to business need
Uses tools (i.e. SAP/S4, OSS/OSV, SFDC, etc) daily and acts accordingly
Coordinates the resolution of invoice disputes
Review the backlog tools in use on a daily basis and acts accordingly
Provide backlog analysis and summary report to management.
Financial & revenue management
Minimizes field inventory through constant analysis of the justification of each case
Keeps the volume of financial disputes to a minimum and actively works to close them, within the internal agreed SLAs.
Helps maximizing the revenue on the accounts in quarter ends through collaborations with all involved stakeholders
Communication & E2E coordination
Disputes coordinator is the main point of contact for all questions, information & requests regarding the financial claims, addressed by C&C.
Provides consultancy and guidance to internal various teams (Invoice corrections, C&C, CARE team, OF team)
Internal interface between C&C and the rest of the operational towers.
Ensures all financial disputes are acknowledged and taken into ownership within 4 hours.
Ensures all SFDC tickets are acknowledged within 4 hours
Provides proactive status updates in High Radius & in “comment field” in SFDC.
Ensures CARE team is always informed on any major recurrent financial issues, within the accounts.
Manages the daily interaction with the Invoice correction team, finds solutions to financial disputes and issues raised by C&C and provides coaching and training as needed.
Own all financial dispute related escalations, regardless of the level they have reached
Ensures that the escalation process is properly and efficiently followed at all times
Provides clear and proactive communication on escalation status to internal stakeholders
Escalates at appropriate point any operational recurring issues (IT issues, etc.)