Rpb Business Operations Manager, Apj

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time
HP's Replacement Parts Business (RPB) is part of the HP Customer Support Organization, under the Contractual Business Delivery Function. RPB is responsible for supplying spare parts to meet out of warranty commitments for HP products.

It operates across markets, delivering parts in 112 countries and with Part Store e-commerce portals in 42 countries and in 12 languages.

In Asia Pacific, we serve 18 sales entities across 11 countries.


The RPB Organization manages this function end to end, including but not limited to: Sales, E-commerce, Portal, Catalog, Account Management, Parts Resellers, Pricing, Order Management, Marketing, Helpdesk, Delivery Performance Management.

Our main objectives are: 1) Drive supply chain simplification; 2) Improve the customer and partners experience; 3) Grow the business / revenue & margin.

What a RPB Business Operations Manager, APJ does at HP:

  • Directly supervising an operations team of no more than 10 people
  • Manages the daytoday post sales operations, starting from leadtocash
  • Leads and develops trade spare part workflow processes & tools
  • Collaborates with regional stakeholders on the gotomarket strategy, service and support planning, implementation and performance
  • Transforms repetitive manual operational process to automation
  • Leads key business initiatives in support of operational or financial improvement
  • Respond to escalations and queries from customers
  • Manages a team of individual contributors and/or supervisors with welldefined, limited scope, overseeing daytoday activities, with fairness and consistency in a timely manner, ensuring compliance with the organization's policies and procedures.
  • Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse services segment management programs and processes.
  • Assumes responsibility for ensuring the overall business success of a set of services, solutions, or a specific portion of the portfolio, product family, or functional segment.
  • Develops strategies and business plans that align with organizational objectives, focusing on driving profitable growth and enhancing total customer experience (TCE).
  • Manages and closely monitors the performance of product and service business metrics, including attachment rates, penetration, revenue, and TCE.
  • Collaborates with crossfunctional teams to identify and implement process improvements within the services route to market, delivery, business operations, and individual and team productivity to enhance overall efficiency.
  • Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
  • Develops budgets with significant input from higherlevel managers and ensures project adherence to budgetary constraints.
  • Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Individuals who do well in this role at HP, usually possess:

  • Bachelor's Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 710 years of jobrelated experience or 57 years of management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

Preferred Certifications

  • Project Management Professional (PMP)

Knowledge & Skills

  • Agile Methodology
  • Analytics
  • Business Development
  • Business Strategies
  • Business To Business
  • Customer Relationship Management
  • Data Analysis
  • Digital Marketing
  • GotoMarket Strategy
  • Key Performance Indicators (KPIs)
  • Market Research
  • Marketing
  • Marketing
Strategies

  • New Product Development
  • Product Management
  • Product Marketing
  • Product Strategy
  • Project Management
  • Thought Leadership
  • Value Propositions

Cross-Org Skills

  • Customer Centricity
  • Prioritization
  • Resilience
  • Team Management
  • Strategic Thinking

Impact & Scope

  • Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity

  • Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer

  • Sustainable impact is HP's commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision to create technology that makes life better for everyone, everywhere._
- #Li-Post_

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