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).
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;
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