12-12-2008 | EXPIRA LA 18-12-2008
Job expirat
Business environment
HP invents. We believe in thinking space, room to create, radical ideas and if ever we depart from that culture we'll start over.
Our market is complex, but HP works simple: our structures are straightforward, grouping people and their skills in business or product sectors where they'll stimulate each other and work best together.
The HP Software - Commercial segment - Business Front Office (FO) admin is part of the HPS Contract Operations team. The main focus of the job is the assurance of the correct administration of the HP Software support portfolio in the Commercial segment.
The FO contract admin is the main contract operations contact for internal and external customers for the initiation, maintenance and termination of support agreements.
Job Tasks
-Assures the check and balance function for all order, revenue and business relevant issues as well as to assure the compliance with SAB 101.
-Maintains an enhanced TCE through proactive communication and handling as well as a high level of data quality.
-Assures full ownership for front office (FO) responsibilities and coordinate e2e activities including the involved near - and offshore partners.
-Actively applies and uses the near- offshore processes and work effectively with BPO/GBC.
-Translates customer requests (in countries w/o GBC language support).
-Replies to BPO/GBC Questions.
-Assures interface between support sales, support business, delivery, GBC,
-Process development and the customer. Makes sure that questions are answered.
-Assures check and balance function, business controls and audit compliance in order to secure HP' s financials.
-Assures the admin responsibility for the realization of individual contracts.
-Assure that they are handled correctly from a commercial and legal point of view along the HP Services customer support policies and procedures.
- Sometimes needs to take over lead functions for customer projects from an admin point of view.
- Processes that need to be adapted for customer needs, need to be developed under the framework of effective and cost management.
-Ensure that processes are optimized and that knowledge is transferred to all involved parties at the interfaces to other functions.
- Assures correct handling of support contracts within the HPS systems.
- Acts as entry point for Credit & Collections, delivery issues, finance, CRS.
- Presents and escalates professional topics in the area of responsibility to the management team, the own team and adjacent teams.
- Initiate and attend interdisciplinary meetings.
- Assures compliance with the HP standards of business conduct.
- Knows and lives the HP values.
- Knows and uses the HP internal network.
- Analyzes processes and business cases in order to provide solutions for improvement.
- Deliver Training and Guidelines to customer online.
- Reply to GBC questions (responsibility to meet 24h TAT on GBC requests).
- Monitoring of the e2e process between Front Office and Back Office.
- Assure that all document are imaged in a timely manner.
The Front Office contract admin acts within an environment where there is a lot of time pressure and customer orientation. This implies a high level of resilience, thoroughness, timely working habits, flexibility, teamwork and independence.
The ability to take decisions within the legal, commercial and process framework that are at the same time customer oriented and order/revenue oriented is core for the FO contract admin. The assurance of the business control function (check and balance) is elementary for this function.
Other basic skills are analytical thinking, the ability to judge on the correctness of processes, carry out effective analyses, presenting to other functions and to assure that HPS strategies and market trends are reflected within the work done.
Basic Skills
- University graduate
- Preferable previous work experience
- Fluent in English (written and spoken)
- Profound knowledge in standard PC-Tools
- SAP know-how
Other Skills
- Understanding of operating in an near/offshore environment
- Strong Policy and Procedure know-how
- Excellent communication skills and customer oriented thinking
- Standing towards business and sales to assure the check and balance function
- Good knowledge in business administration
- Business comprehension
- Training skills (internal and external)
HP GeBOC invites you to apply on www.hp.com/go/jobs
HP is committed to developing products, services and information that are accessible to everyone, including people with disabilities or age-related limitations. This commitment supports our company s diversity and Total Customer Experience objectives and helps ensure that the benefits of technology are available to all.
