Yu827 - Customer Support Service Delivery - Process Owner

.Job Scope/Summary: HP WSS CSSD Field & Channel (F&C; ) organization is managing support & services delivery for consumer & commercial products (unit repair, accessory replacement, extended services) over all NWE, CEE, SEMA markets. Support & Services offer is operated through a network of delivery suppliers, as well as retailers & resellers channel partners. Objectives of the organization are to provide best service, increase Customer Experience and drive Services Revenue Growth. Our objective is to provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth. As Process Owner, you will be in charge to define, measure and improve Processes, act as Change Owner and participate as Process Subject Matter Expert in Country, Regional and Global initiatives/projects.We Offer:A unique position interacting with plenty of Customer Service functions, with strong implication with operations, customer experience and overall business management.A complex and exciting job, supporting a wide and diverse geographical area (Europe, Middle East, Africa) with a local repair landscape.Flexibility and liberty in work organization.Multi-Cultural teams/regions office.Job Specifics/Responsibilities:Process Management:Translate Company strategy into processes, Responsible for the design, documentation, communication and maintenance of process incl. its documentation together with respective parties.Working with global to make sure the process is defined and process adherence indicators are in place.Lead/participate and contribute to and consult in cross-functional process improvement initiatives and Provide process expertise in business decisions.Identify opportunities for Process standardization, automation, and digitization.Operations Support (not Operations Management):Identify and deploy best practice, lessons learnt across suppliers & geographies.Ensure that the process is capturing enough data for the operations team to drive analysis of the root cause.Act as focal point for questions, information, or problems.Representation & Change Management:Support/participate and contribute to projects/programs.Represent F&C; in Change Board, WW platforms, tool deployments.Actively manage change (communicate, control and provide inputs for the assessment).Key Deliverables/Accountabilities:Establish governance for the process based on process scope.Documentation and maintenance of Processes, work with global for process measures and ensure monitoring system available.Ensure proper process linkages are established and maintained.Ensure process compliance and determine when improvements are required.Lead ad-hoc initiatives linked to owned area.Provide process expertise in business decisions and Represent the markets in other platforms.Education (Degree) and Professional Experience Required:Bachelor's degree in engineering, mathematics, or statistical