Service Line Manager, France

HP · Meudon

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Description -

Job Summary

The France Customer Support (CS) team is accountable for support delivery for PC & Print across consumer and commercial segments for both transactional and contractual customers.

The team is part of the HP Solutions organization and owns E2E delivery at country level closely collaborating with customer care centers, services supply chain, managed services and services category teams.

The Service Line Manager (SLM) is responsible for managing best in class E2E operational performance, monitoring overall scorecard KPI’s and to achieve highest possible customer satisfaction. In that role the SLM coordinates virtual teams of CS function representatives to drive continuous performance improvement at France country level.

Responsibilities

• Manage & monitor CS France delivery operational performance in commercial and consumer segments (personal systems and printing, transactional and contractual, all delivery motions).
• Drive E2E performance across delivery functions at country level on a weekly and monthly basis. Goal is to increase operational excellence by understanding how individual function’s operational issues are impacting the E2E customer experience and addressing improvement plans in a wholistic manner.
• Drive consistency in metrics, targets & scorecards. Understand how individual functions targets & performance contribute to E2E performance.
• Take ownership of the operation process of management within the country (incl. country virtual teams – CVTs) and adjust as the environment and stakeholders evolve.
• Specifically on consumer, maintain collaborative relationship with France retailers to drive flawless repair operations and KPI adherence.

Job specific

Operations:

• Drive understanding of operational performance metrics on a weekly or monthly basis explaining deviation drivers and provide executive summary to management. Focus on the operational reality rather than the color of individual metrics.
• Drive appropriate operational excellence improvement plans with the functions on weekly basis in order to reach expected objectives and bridge deviations.
• Ongoing close collaboration with Customer Care Center, Services Supply Chain, Field Delivery SOMs (Supplier Operation Managers) and Managed Services CDMs (Customer Delivery Managers) are key to success.
• Prepare fact-based narrative of E2E performance ahead of monthly reviews w/in Field and Channel EMEA management and with our Manage Services counterparts.
• Benchmark France performance vs. other countries/clusters, ideally also competition and ensure best practices are shared

Quality:

• Utilize both technical and business acumen to address cross-functional challenges, support process and policy changes while maintain operations stability.
• Contribute innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the operations from: a speed (TAT) and/or efficiency (Waste) perspective.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.
• Understand CSAT feedback as opportunities for improvements at all levels of the E2E process.
• Bridge deviation on speed, efficiency and/or customer satisfaction by driving cross-functional deep dive analysis & ensure corrective actions are taken by appropriate functions (Customer Care Centers, Services Supply Chain, Field suppliers, Customer Delivery Managers) in order to restore performance in line with our objectives. Deep dives may extend to CRT (Customer Relations Teams), ATS (Advanced Technical Support) and beyond.
• Integrate guidance from category teams to drive customer loyalty. Understand customer satisfaction drivers and drive programs to fix recurring root causes.
• Entry point for quality improvement projects/initiatives as well as process/policy change initiatives as country SPOC – represent France delivery team in CS EMEA Change Management board.
• Contribute to SLM forum with other EMEA countries and drive cross country actions (problem management).

Financial:

• Lead, design and define initiatives to drive process, quality and performance improvements, focusing on operational excellence. Always balance cost reduction opportunities with customer experience improvements.
• Continuously challenge the status-quo and propose innovative new approaches for cost reduction and process enhancement, based on best practices, analytical outcomes, country operations findings, cross-function proposals, etc.

Others :

• Go to person for Customer Support Manager (CSM) and regional SLMs for performance & quality related questions. Understand the customer story behind the numbers.
• Understand upcoming deal opportunities from pursuit & sales to anticipate impact on operations (differentiated support, volume vs capacity, operational & customization risks, … )
• Potentially assist Sales / CSM / CDMs in responding to customer escalations driven by delivery issues.
• Publish quarterly performance scorecard summaries for managing director & sales staff updates (tbc).

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in service business management, direct or channel delivery, or a related field.
• Experience in project management, continuous improvement, supplier or partner management will be valuable

Preferred Certifications

• Lean-Six-Sigma Green Belt
• PMI PMP and/or Agile is a plus

Skills and Qualifications

• Strong customer centricity – ability to take an outside-in approach to understand how our operations drive successful outcomes for our customers.
• Strong relationship management and cross-team collaboration – ability to drive a one-team approach to break-down silos, foster trust and transparency, and drive cross-team partnership around E2E shared goals
• Continuous growth mindset – ability to constantly and continuously adapt to change and learn by taking smart risks, focusing on progress over perfection.
• As the CSM’s (Country Support Manager) right arm, being empowered and agile to drive operation improvements with the customer outcomes as the north star.
• High analytical and creative problem-solving capabilities and techniques – understand the story behind the numbers.
• Out of the box thinking – able to find solutions.
• Ability to articulate how individual KPIs (criteria & threshold vs. targets) connect to drive E2E operational performance.
• Lean6sigma knowledge & methodology or equivalent quality management skills
• Fluency in AI technology enabling to focus on insights and actions rather than data crunching.
• Excellent communication skills – in French & English – to drive efficient cross-team reviews (CVTs, Country Virtual Teams) with the right attention to details, and yet the ability to focus on top impact topics.
• Ability to constantly switch from deep & narrow to wide & shallow, and back.
• Positive can-do attitude; Ability to drive change through others.
• Lean Six Sigman and/or (agile) project management is a plus
• Demonstration of resilience & tenacity in an outcome-based approach.
• Previous relevant experience and/or excellent knowledge in service delivery principles, tools and processes.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

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