Operation Process Improvement Expert at HP

  • România, București
  • România, București
  • Romania, București
  • Romania, București
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  • Ultima actualizare: 10-08-2012
  • Numar referinta: 39020


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  • Last update: 10-08-2012
  • Reference number: 39020


  • December 2010 - December 2011

    Operation Process Improvement Expert, HP

    • București, Romania
    • Full time
    • Work domain - Office jobs: QA (Quality Assurance)

    1.	Define and establish Customer Governance and Engagement process (define customer governance plan and redefine monthly and quarterly Ops review);
    2.	Deliver P&L Impact YoY (Support Tower Manager in defining opportunities; support validation of opportunities and identify list of projects; drive identified implementation with teams);
    3.	Implement E2E KPI within the teams and keep level over 95% deliveries;
    4.	Report monthly KPIs and Sigma Scores;
    5.	Implement Industrial Engineering measures within the team and keep track of the month level; create an corrective action plan in case it drops under 72%;
    6.	Implement internal audit & self-assessment: 100% update complete on Standard Operating Procedures/ Training documentation for all roles in the team;
    7.	Transition of the new clients from the business groups IPG & PSG; create and sign off the Statement of Work and Business Continuity Plan;
    8.	Execute Process Improvement Projects:
    -	Deliver 2 projects to improve processes which had as a result 2 HC(headcount) saving;
    -	Identify key savings for our client of 250-400 K USD.
    -	Coordinate projects of process improvement at EMEA level (Bucharest & Wroclaw centers) to ensure cost savings;
    9.	 Create and maintain process documentation; deliver process trainings: Responsible & Accountable to deliver transactional process training to Operations;
    10.	Create E2E process maps (understand tools and methods that can be used for E2E Process mapping; understand available techniques to identify process improvement; monthly reviews with quality team)
    11.	Develop ability to understand and interpret overall HP /Customer strategy/roadmap and priorities (coaching sessions with Tower Manager/OPIM; focused research and understanding of communication updates on HP Intranet).

  • April 2009 - December 2010

    Marketing Operations Service Lead, HP

    • București, Romania
    • Full time
    • Work domain - Marketing: Marketing

    1.	Ensuring the workload (both day to day operational, project adhoc) is prioritized & balanced effectively between the CDS (customer data service) team and ensuring there is no impact on SLA's;
    2.	Performs operational tasks to support with requests submitted to the team & handle support for segmentation queries;
    3.	Looks for opportunities to improve in processes developed and supported by CDS team; drive awareness adoption of process to end users;
    4.	Performs analysis of operational work by utilizing CDS metrics to help drive understanding, centralization, transparency & improvement on the performance of the team. Regular status updates provided on weekly Ops call. Task Tracking;
    5.	Individual & group support to CDS team members through ongoing performance evaluations (formal informal);
    6.	Ensure 1st line of contact for CRM EMEA & country members for any CDS related queries
    7.	Project, system, process, business relevant updates coming from w/s, MOPs, Marketing etc are relayed to the CDS team and feedback collected;
    8.	Process Functional documentation and training related to services provided by CDS;
    9.	Look for opportunities to improve tools supporting CDS, new functionality enhancements, updating tools based on business requirements & release testing;

  • March 2007 - April 2009

    Marketing Operations Specialist, HP

    • București, Romania
    • Full time
    • Work domain - Marketing: Marketing

    1.	Extract the lists with clients from the Siebel database using the tools 􀀀 Business Objects and Segmentation;
    2.	The marketing campaigns are displayed on the 3 media types: email, direct mail or telemarketing so I had to make sure the clients extracted from the database have the right privacy, in order to be able to be contacted on the campaigns displayed on EMEA countries;
    3.	Create templates, test to ensure the quality and quantity of the data in the database;
    4.	Train the newcomers on the tools and give the general impression on the process;
    5.	Set the campaigns in the system (Siebel) according to the country requests;
    6.	Import into Siebel the responses received during a marketing campaign;
    7.	Analyze the data base and create summary reports depending on the results obtained;
    8.	Extract account data from external databases depending on the PL(product lines) and opportunity needed by customers;
    9.	Build dashboard data to assure the right visibility on the data amounts. Create analyzing reports on monthly basis to understand the trend of the workload/changes in the database


  • 2006 - 2008

    Master's degree, ASE

    • București, Romania
  • 2002 - 2006

    Bachelor's degree, ASE

    • București, Romania


Driving license
  • B

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