Hewlett Packard Enterprise Company TSS GO Costa Rica Operations Manager in Heredia, Costa Rica
TSS GO Costa Rica Operations Manager
Responsible to implement and manage participation in and on-going support of global and regional HPE / TS / GO communications, programs, processes and tools in support of Service Offering strategy, Service Delivery and Continuous Improvement. Define, implement, benchmark and report on metrics.
This role is a Strategic, Business & Customer facing role liaising GTM Teams. This function is responsible for implementing and executing operational business plans for team operations including financial budgets, communication and people plans.
Manages a single team of individual contributors and supervisors across multiple job families within the sales operations function that typically support tactical or operational activities, such as:
Overseeing the appropriate use of customer and sales data for customer and business decisions.
Managing and ensuring all activities in support of the customer are addressed, escalated or resolved within local legal compliance and company policy requirements.
Managing the execution of operational processes across a complete sales cycle to meet service level objectives and targets.
Providing management direction and support to operational performance reviews with senior customers/partners, and managing the execution of agreed improvement plans.
Providing process consulting expertise to project and account teams in developing customer solutions, and providing feedback on the development/improvement of processes and capabilities.
Controls a contained budget, with responsibilities for items such as salary increases, bonus payments within guidelines, and travel.
Provides guidance on procedures to support overall sales operations policies and goals.
TS GO specifics:
Full leadership for the Region / process supported.
Develop working relationship with key stakeholders and internal TS functional partners.
Partners with Regional TS Sales & Business Management to actively support TS goals & strategies.
Partner across business unit management team to attain broader company business targets.
Propose and develop new programs required to support TS and GO strategy.
Shapes the strategic agenda and creating the context for successful partnerships which generate significant business.
Responsible for overall delivery commitments as the single point of delivery accountability within their region for meeting delivery targets and service excellence.
Promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery.
Identify and drive transformation optimization while managing scope, resources and cost of delivery.
Investigate, analyze and develop management recommendations for strategic operational issues.
Drives resolution of difficult situations that have significant business impact.
Drives consensus across the organization on difficult topics.
Responsible for annuity performance (partnering with the TS business & Sales) & operational performance levels.
Accountable for maintaining an effective, sustainable and appropriately resourced Business Controls Function
Reinforce within GO that all work must be conducted in a compliant and ethical manner.
Co-ownership for TCE improvement plan along with IBE and Sales.
Co-ownership for Credit and Collections activities.
Mentors and coaches, in demand for a range of internal and external activities, senior mentor with strong personal pull using every opportunity to develop and grow others.
Manages their resource pool of Sub-Region Manager, forecasting resource requirements and staffing to meet demand for current and new business requirement.
Manages FPR process.
Achieves diversity and other HR goals.
Drives organizational maturity.
Aligns Sub-Region Manager Resources to business needs ensuring optimization of staff talent and expertise.
Responsible for identifying and hiring top talent to achieve business results.
Participate in Recruiting and Selection process for Sub-Region Manager.
Education and Experience Required:
First-level university degree or equivalent experience; may have advanced university degree.
Typically 8+ years of experience in a business related function, preferably sales, finance, or accounting.
Typically 0-2 years of people management experience.
Knowledge and Skills:
Excellent communication skills, includes verbal, written and presentation forms. Mastery in English and Spanish. Portuguese is optional but highly desired.
Developing skills and ability to budget.
Ability to measure and manage team performance.
Strong financial and business acumen; general industry knowledge.
Strong leadership and supervisory skills, including goal-setting, conflict resolution, performance management, budget planning, problem solving, evaluation and employee engagement.
Provides strong relationship and networking skills. Capable to influence a different levels.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.
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