Description -

The Team Lead (shortened TL) works within a European, multicultural and fast moving business environment, supporting Operations, Business Units and Sales Force within the area of order fulfillment He/she is located in a central Customer Operations team and has a wide variety of responsibilities, including the following:

General responsibilities:

• Applies advanced subject matter knowledge to complex business issues and is regarded as a subject matter expert.
• Frequently contributes to the development of new ideas and methods. Works on complex problems/ projects where analysis of situations or data requires an in-depth evaluation of multiple factors.
• Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving individual and team objectives and implements accordingly.
• Leads and/or provides expertise to teams and may participate in cross-functional initiatives.
• May provide mentoring and guidance to team members.
• Ensures proper backup and handover during vacation and other absence.
• Applies internal policies to ensure HP policies and audit requirements are met.
• Performs additional activities related to department’s activities as assigned by managers.
• Ensures the accuracy of the processes and tasks from the Supply Chain Customer Operations department.
• Delivers the requested tasks in due time.
• Ensures the compliance of the processes, as per HP’s internal policies.
• Is aware and respects the internal policies and procedures from HP, both from a global and local level
• Delivers any other task or work-related responsibility as requested by the manager.

Duties:

Metrics & controls:

• Controls KPIs of own team members and SCOA and implements corrective actions in case of deviations.
• Supports the team for timely closure of all cases impacting the team’s KPIs.
• Prepares and presents metrics evolution in relevant forums each month.
• Gathers individual metrics in order to support the preparation of FPR/ performance tracking materials for direct manager/ supervisor.
• Acts as an escalation point and has delegation on pre-agreed business processes and thresholds.

Administrative:

• Ensures back-up for direct manager/ supervisor.
• Assists direct manager/ supervisor in hiring.
• Responsible for vacations, bank holidays & back-ups structure planning.
• Responsible for account assignment & workload distribution.
• Acts as admin approvals (if granted by the direct manager/supervisor) e.g.:
  • Vacation approvals
  • Arrival/departure times exception approvals
  • WFH approvals
  • Any other people management topic assigned by the manager

Team representation & coordination

• Represents the team in various external meetings/ forums, as assigned by the direct manager/ supervisor.
• Key coordination point in the relation with SCOA; main responsible for SCOA engagement.
• Key coordination point for team’s internal projects & initiatives (mini-POR responsible).
• Coordinates the activity of process champs in their respective areas of responsibility.
• Acts as a change agent in the team supporting the direct manager in all transformation activities.

Escalation Management

• Responsible for operational escalation management supporting Operations Specialist.
• First internal escalation point (e.g., order prioritization, Express Shipment, Team escalations - including SCOA).
• Key routing point in relation to user support.
• In charge of escalating process gaps and quality issues.
• Ensures proper problem solving in due time for all the above issues escalated.

Operational (account) work

• May have assigned specific customer/partner portfolio performing specific Operations Specialist customer engagement activities.

OTHER RESPONSIBILITIES:

Responsibilities regarding Health and Work security

• To know and submit to the health and work security regulations.
• To pass the mandatory labor medical check-up and to take part in Health and Security training sessions, whenever called for.
• To immediately announce the employer and/or the designated employees about any situation related to the working environment, they have strong reasons to consider a real danger for the health and security of the employees, as well as accidents of their own.
• To inform the manager and/or the employer about the accidents he suffered.
• Not to unplug, deactivate, modify or randomly stop the machines, and to correctly use these devices.
• To work together with the employer and/or the designated employees in order to implement all the measures required by the labor and health protection inspectors.
• To provide all the necessary information required by the labor and health protection inspectors.
• Is complying with the protection instructions against the fires establish by company management.

JOB REQUIREMENTS:

• Degree level education in Economics or IT related fields.
• Extensive experience of HP’s Operational capabilities, especially around the Direct and Indirect business.
• Experience in working with multiple countries/sub- regions at a high level of complexity.
• Fluency in English.
• Supported country’s language fluency – where applicable.

COMPETENCIES:

• Strong leadership profile.
• Customer focus.
• Strong operations management background.
• Good understanding of the Q2C business.
• Persistence, the ability and will to find a way to make it work.
• Ability to multitask within a fast-paced and dynamic workplace.
• Analytical and problem-solving skills, manages time periods with high stress level (quarter-end).
• Attention to detail paired with a good level of strategic thinking.

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Schedule -

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Relocation -

EEO Tagline -

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.