| Business Services Manager – Female Saudi National | |
| Hewlett-Packard Middle East (HP) Riyadh, Saudi Arabia Ref: LP276-22 |
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The RoleThe Role1. Ensure that a Business Operation function is established, and enhanced to support the current and future demands of Clients 2. Proactively work with On-Boarding and other groups in ensuring clients are successfully integrated to the service with no major or critical issues being raised. Act as the Gate Keeper for the Clients. 3. Manage Client and operational Incidents and ensure that incidents are resolved in accordance with SLA and overall business requirements 4. Proactively monitor the service, client and business performance and establish appropriate corrective action plans and clear reporting to Management 5. Manage Client service requests for service establishment, changes and management within agreed SLA's (Establish KPI's). 6. Develop clear training standards and a process to ensure consistent and professional training (Portal) is provided to Clients and Internal resources. 7. Generate weekly and monthly reporting of Client operational performance (Banks & Billers) to or with the support of other groups (Finance, Operations etc) 8. Provide a Business Support Service the meets all SLA standards and customer expectations with respect to Call Handling, Incident management, and incident resolution. 9. Act as the focal point for ALL Client interactions. 10. Provide detailed and accurate reports that reflect the performance of the Department, Services and key business monitors specifically against agreed SLA's 11. To operate and run the ongoing services by planning the requirements, executing and monitoring the services, reporting on outcomes & performance and developing appropriate action plans. 12. Work with and AOME Management in understanding the scope of the Service and Business operational requirements and develop and maintain appropriate resources, processes, performance and operational standards. 13. As part of the Service Delivery Management Team work to ensure that all aspects of Service Level Agreements are measured, maintained and any exceptions are managed appropriately on a daily, Weekly and monthly basis. 14. Ensure all environmental requirements are established and maintained to support the service (CRM, ACD, Call Management etc) 15. Workings closely with Service Delivery Teams establish acceptance test plans that ensure the products and services meet the operational requirements. Where necessary establish detailed test plans to complement those of the Service Delivery teams. 16. Maintain working relationships with all 3rd party vendors through regular reviews and performance monitoring. 17. Ensure that all business operates and change requests are actioned and implemented as per the agreed timescales with internal groups, and third party vendors. 18. Develop and maintain a resource plan in line with business and operational objectives. 19. Establish an Business Operation strategic plan and objectives to allow the clear communication of the business and Bus Opps objectives to all staff. Further develop and maintain specific objectives for staff. 20. Ensure Performance Management is established, maintained and executed on regular intervals with all staff. 21. Conduct regular staff meetings to ensure clear review of business objectives, status of the business and Bus Ops function and reviews of service performance and issues. 22. Develop and implement a recruitment plan and ensure that all necessary resources are recruited in a timely and cost effective manner. 23. Develop a cost effective Training plan for all operational staff and ensure that all staff meet the minimum educational and vocational requirements to support the business operations. 24. Establish and conduct weekly meetings (internal and external) with reports to manage progress and advise management of critical issues and Business risks. 25. Provide weekly management reports. 26. Provide support to operational teams where necessary in the development of plans and activities to achieve the project, business and contractual milestones. 27. Develop an overall Project plan for the Business Operation service activities and initiatives. 28. Work with All delivery teams, vendors and customer to establish key milestones. |
RequirementsRequirementsBS or BA degree in computer science, business or related field is recommended Graduate level degree is desirable in computer science or related field 6 Years experience in Business Operation Supervisory experience and ability to plan and control projects Ability to understand, and clearly relate to other members of the organization, technical manuals, analyses incidents and solve problems Ability to communicate effectively in dealing with internal and external customers and suppliers. |
About the CompanyAbout the CompanyHP is a technology company that operates in more than 170 countries around the world. We explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work. No other company offers as complete a technology product portfolio as HP. We provide infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations. We offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing. This comprehensive portfolio helps us match the right products, services and solutions to our customers' specific needs. |
This Position is closed or expired
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