Customer Assurance Team Manager

Job Description

The Advanced Technical Support (ATS) & Customer Assurance (CA) APJ Personal Systems team is part of Customer Support organization whose strategy is to transform the HP support experience into a competitive advantage for HP. Specifically ATS & CA is part of the Field & Channel organization focused on the consistent delivery of best-in-class customer experiences across all customer support sectors.The Business Planning & Program Manager is a member of the ATS&CA team that supports Personal Systems in APJ. This role reports directly to the ATS &CA APJ Personal Systems Manager and works together with the Market ATS & CA Managers in a dynamic customer focused environment. This role also interacts not only with the other ATS & CA teams worldwide, but also multiple HP organizations such as Planning, Finance, Sales, Delivery, Competency Centres, Global Business Units and Supply Chain to drive leadership of APJ Personal Systems in delivering extraordinary experiences to our customers, our colleagues and our team.If you are our Customer Assurance Team Manager, you will be responsible for:

• The overall business success of a set of services, solutions, or a sub-set of the portfolio, product family, or functional segment.
• Establishing strategies and business plans to support business goals and initiatives by driving profitable growth and Total Customer Experience (TCE).
• Managing and monitoring performance of product and service business metrics (e.g., attach, penetration, revenue, TCE); delivers recovery or action plans for exception issues.
• Identifying and driving process improvements for services route to market, delivery, business operations, and individual and team productivity to improve overall effectiveness.
• Creating and fostering a mutually beneficial relationship with Product Business Groups, Alliance partners, Services functional and support teams, and Regional Business Development Manager, Sales, Solution Partners Organization, and delivery functions.
• Being a focal point for functional team issues and resolution.
• Assigning responsibilities, providing direction, leadership, and coaching, removing barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
• Creating a working environment that is conducive to individual growth, high performance, is challenging and rewarding. Achieves diversity and other HR goals.
• Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.
• Track team performance and guide team towards team goal
• Translate business priorities to work breakdown for the team
• Lead team for In-depth Account Knowledge (Install Base, Environment, Use)
• Lead team for Proactive Account Technical Support & Failure Rate Reporting
• Lead team in Regular and Ongoing Sales Engagement and Support
• Lead team for New Product Deployment
• Direct engagement with Partners and Authorized Service Provider (ASPs) as required

Personal skills and qualities:

• Services & Products quality focus
• Ability to train/teach and demonstrate high knowledge of the subject
• Results driven attitude, attention to detail and able to meet deadlines
• Reliable, fast learner and well-organized person with a flexible and responsive attitude
• Real passion for customer satisfaction with Customer centric approach
• Ability to react quickly to urgent requests and Positive can-do attitude
• Solid communication skills at executive level with strong influencing and negotiation skills
• Out of the box thinking able to find solutions
• Wide understanding of standard post-sales support processes
• Analyzing & diagnosing skills
• Strong business acumen, innovative & creative solutions
• Be quality oriented and critically evaluate the output of data extractions
• Excellent teamwork skills / team player for best practice sharing
• Comfortable working with management located abroad

Education (degree) and professional experience required:

• 8+ years work experience to establish proven track record in Service Business Management
• Established management background of high level individual contributors (leading teams).
• First level and advanced (preferred) level university degree

• Additional Asian language would be an asset

Sustainable impact is HP s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision to create technology that makes life better for everyone, everywhere.HP is a Human Capital Partner we commit to human capital development and adopting progressive workplace practices in Singapore.#LI-POSTAbout HPYou re out to reimagine and reinvent what s possible in your career as well as the world around you.So are we. We love taking on tough challenges, disrupting the status quo, and creating what s next. We re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.Our history: HP s commitment to diversity, equity and inclusion its just who we are.From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you re more innovative and that helps grow our bottom line. Come to HP and thrive!,

Keyskills :
slacustomer relationscoachingcustomer servicesalesfocal pointsupply chainhuman capitalcustomer focusbusiness unitsbusiness acumenbusiness planningprofitable growthbusiness operationspostsales support