Global Business Operations

BUSINESS TECHNOLOGY & ENABLEMENT ~ READINESS & ADOPTION

Competitive salary

Location: Malaysia, Penang

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Sr. Analyst on our Technology Enablement team in Penang, Malaysia.

Our Sales Operations team is at the heart of developing sales processes and procedures for administering, fulfilling and communicating both online and offline orders. A bridge between sales and other operational functions, we use our peerless expertise to evaluate and implement improvements to sales programs and processes - from planning and prioritization to pricing and margin strategies, sales automation, reporting and more. Put simply, we make sure the process of getting our ground-breaking products and services to customers as simple and seamless as possible.
Key Responsibilities
- Lead or drive tool/process adoption as well as support onsite Training requirements [where applicable].
- Proactively notify Sales and Outsourced Service Provider teams where relevant [in local language where applicable] regarding system downtime, upgrades/new capabilities [align with Requirements Managers for detail].
- Identify and leverage process/tool gaps between Sales and other related teams to improve Sales Productivity.
- Support and follow-up on system issues affecting Sales, OP and/or Care productivity.
- Provide support to sales in understanding how to use tools correctly [clarity of messaging + training].
- In addition where relevant -
- Review input from sales and escalate to respective teams to improve processes/tools.
- Work with Requirements Manager and Help a Rep team for incident management detail.
- Engage with stakeholders to understand issues and opportunities, provide ongoing feedback for improvement.
- Identify operational issues that could become bottlenecks to ramping sales of the acquired company’s products and services by Dell sales teams [e.g. sales training, quoting, order processing].
- Interlock with Sales and Business UAT team to deliver pre and post system deployment validation where necessary.
- Continuously work to identify opportunities for Sales effectiveness improvement [optimization of sales time].

Essential Requirements

COMMUNICATION & TRAINING
- Have end to end knowledge/understanding of sales and op process & all the relevant tools used by sales
- Provide floor walk support [where co-located with Sales].
- Conduct training and demo’s for stakeholder teams [maintain in-country/sub region Training plan who and when]
- Build and Manage Sales Champion Forum/Network.
- Work with PMs to ensure that Sales Teams are ready to use new capabilities.

PRODUCTIVITY
- Assist sales teams and secondary stakeholders to maximize tool related productivity.
- Conduct Time and Motion studies as needed pre and post deployment.
- Provide post deployment support through war room [escalations by country/sub-region].
- Must attend “Operational Support” calls post every release.
- Provide incident prioritization [outside of deployments may also require a view from Requirements Managers].

OTHER
- Provide analytics/reporting + Update and publish team scorecard.
- Communicate with “Help a Rep Support” on key ongoing production issues.
- Engage with Requirements Managers as to net new requirements identified [submit CRs as per New requirements and/or system Defects].
Manage small programsprojects, as required for the region and/or country.
- Provide local Point Of Contact contact for global programs being deployed in-country e.g Variable Item, Variable Pricing, GOAL Lite, SmartPrice etc.
- Ability to work upstream/downstream management levels, effective communication skills.

KNOWLEDGE, SKILLS AND ABILITIES
- Good working knowledge, Salesforce, Omega, SmartPrice and other related systems/tools that are critical to Sales, Order Processing & Care Teams.
- Strong Communication & interpersonal skills.
- Organizational agility and ability to influence and lead change.
- Drive for results.
- Ability to work as part of a wider team across segments and geographies.
- Ability to develop strong working relationships with peers outside of department or function.
- Business process improvement experience in addition to ability to work with cross functional teams
- Dedicated to meeting the expectations of customers [stakeholders]
- Highly professional individual with experience interacting across all levels of the organization.
- A background in or experience in sales would be a definite asset but not a requirement.
- Knowledge of in-country processes, operations and compliance.

KEY INTERACTIONS
- Local Sales Team; Sales Strategy & Planning, Business operations as well as related functional t