Global Project Manager - #7412878

Job scope/summary:

• As Partner and Footprint Project manager you will be part of the CS (Customer Support & Services) CCC (Customer Care Center) organization. Partner and Footprint management team is managing partner relationships for the network of delivery partners customer care centers over all the Globe. Objectives of the organization are to provide superior customer experience, rapidly adopt digital and automation, drive Services Revenue Growth and Sustainability.

  We have the mission to support Delivery partner CCC on 3 pillars:

• Development & Management of CC partners to achieve an streamlined footprint, operational consistency and resilience while improving customer experience.
• Lead partners to propose and adopt the latest technologies to ensure effortless customer experience, simplified agent journey and cost optimization.
• Adopt New workforce models: Crowdsourcing and Working from home enablement for outsource workforce. Define Ops excellence on work from home setup.

Your mission will be to lead innovative and transformational projects which may span across business models, footprint changes and efficiency improvements. You will work with regional and global teams, and external partners, in a highly multicultural and multi-country environment.

Job specifics/responsibilities:

• Provides direct and ongoing leadership for a team of individual contributors designing and developing and coordinating projects for partner delivery. Including, new business models, partner changes and efficiency improvements.

• Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.

• Manages relationships with outsourced partners, including setting expectations regarding deliverables, service quality, schedules, and costs

• Effective communication and collaboration with team members, outsourced resources, sponsors and partners

• Proactively identifies opportunities for process improvement and cost reductions opportunities.

• Lead projects from design to handover to operations.

• Robust Governance Structure

• Keep stakeholders informed and expectations management

• Deliver a solution that works for Operations.

Key deliverables/accountabilities:

• Project objectives being achieved: Savings, implementation dates, adhering to timeline

• Opportunities for efficiency in projects are identified and implemented

Education (degree) and professional experience required:

• Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma

• Experience working in a virtual team environment

Other requirements:

• Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)

Personal skills and qualities:

• Familiar with HP Customer Care Center support environment.

• Good understanding of current setup.

• Operations and processes.

• Proven ability to work effectively in a multi-cultural, diverse, virtual global team.

• Strong personal relationship skills.

• Program management expertise and change management skills, ideally: PMP Certified. COPC certification is a plus

• Vendor Management knowledge.

• Proven ability to interact and drive topics to completion and to achieve results in a complex environment.

• Strong ability to collaborate and influence.

• Experience in working with Global Teams is a definite plus

• Seniority and standing, comfortable in interacting on executive level (internal & external).

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office

• Reporting tool /Data management

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!