Global Operations Manager
Hewlett-Packard
Total years of experience :28 years, 0 Months
As Global Operations Manager, I provide an important interface between HP and the Supplier, ensuring that all information is appropriately communicated to both parties. I am also required to develop and nurture senior management relationships with the customer. This in turn requires a good understanding of the customer’s needs at local, country, region and global levels. Through the analysis of delivery requirements, I am able to contribute to the customer’s strategic business plan and its execution. Strong project management skills are required to define, plan, cost, resource, track and ensure the accomplishment of targeted goals. Continuous monitoring and troubleshooting are an integral part of my responsibilities to improve the program and ensure project effectiveness. Developing and implementing a partnering strategy with account managers in South Africa, Costa Rica and Brazil. Evaluating partner performance & undertaking corrective action as necessary. Managing the budget (cost of partner, support, headcount/resources and projects). Negotiating annual contracts; ensuring compliance to Service Level Agreements. Ensuring appropriate headcount and provision of required recruitment numbers. Developing all metrics (operational, customer satisfaction and quality) and implementation of improvement plans. Identifying opportunities for process standardization. Developing methods for supporting innovation and change across the account. Setting and owning cost target commitments for all service delivery requirements. Developing, implementing and monitoring expense controls; including allocated budget. Identifying and recommending optimization while managing scope, resources and coordination. Resolving project concerns timeously and proactively managing risks. Hiring staff and setting and monitoring their annual performance plans, coaching, mentoring and ensuring their career development. Ensuring full compliance with HP policies, procedures and ethical standards.
2005 - 2008
Dell Computer - Operations & Processes Manager - Operations Department
Responsibilities: Management of the team responsible for processing orders from sales staff to customers, required strong interpersonal skills and the ability to communicate effectively in several languages. Monitoring the sales order system, ensured that orders procured from Brazil and Ireland were manufactured and dispatched timeously. Responsibility for emerging markets (South Africa, Greece and Casablanca) and the requirement to improve cross regional collaboration and customer experience demanded a comprehensive understanding of business skills and business needs as well as expert customer service skills.
Duties included: • Managing and coordinating operational activities within the operations team and cross-functional organizations;
• Managing tools and projects requiring cross-functional planning;
• Controlling project activities from conception through implementation;
• Developing and implementing strategic plans in conjunction with Management;
• Developing, implementing and establishing business policies and procedures;
• Standardizing processes and procedures across the EMEA Emerging Markets;
• Engaging with process improvement specialists from other Dell offices;
• Enforcing consistent processes, policies and procedures across teams within Dell.
• Managing global services operational projects;
• Attending regular global conferences, meeting and seminars on new tools, processes and procedures to improve the company's growth, customer experience and employee satisfaction;
• Participating in process and control reviews that focused on both operational and potential risks;
• Determining the appropriate policies and procedures to be used in the audit process;
• Enabling economies of scale while improving key performance indicators;
• Constantly evaluating the existing staff complement;
• Conducting staff appraisals and incentive schemes, coaching and mentoring.
2002 - 2005
Dell Computer - Customer Relationship & Logistics Manager - Operations Dept.,
Responsibilities: The management of complex customer service issues was a critical aspect of my function. It required strong interpersonal and communication skills and the ability to consistently provide positive customer experience through the rapid resolution of escalated calls, and difficult customer issues. Interacting with cross-functional groups was a necessary prerequisite in solving business and customer issues to effectively manage the implementation and deployment of end to end customer projects.
Duties included: • Managing a diverse team of customer service professionals;
• Supporting agents to resolve functional issues and complex calls;
• Performing periodic agent call audits;
• Providing on-going, on-the-floor support and development of agents' service knowledge;
• Liaising with other International Business Units of Dell and the European Manufacturing Facility to consult on the selection, application and implementation of metrics tracking and reporting;
• Communicating with Dell Ireland and Brazil to ensure that processes and logistics were carried out timeously;
• Developing, collecting, analyzing, monitoring and reporting on business related data, metrics and statistics;
• Applying analytical and research skills to monitor trends and flag issues arising from data variances;
• Providing support to non-routine projects that impacted call center operations through the identification and evaluation of metrics and statistical data;
• Managing the overall costs of supply chain activities and price negotiations, billing, and tracking monthly costs;
• Driving strategic cost reduction initiatives to minimize inventory costs;
• Negotiating supplier annual cost reductions and preparing quarterly cost and inventory forecasts.
2001-2002
Dell Computer - Account Manager - Sales Department
Responsibilities: As account manager in the sales department, I had overall responsibility for designing and implementing account plans and strategies to meet specific financial targets and objectives. Responsibilities in this role ranged from managing assigned accounts by developing partnerships through coordination of sales operations and technical support teams.
Duties included: • Developing and implementing strategies to increase account penetration, customer satisfaction and sales growth for long term results;
• Formulating a strategic territory plan including establishing an internal sales partner for each account;
• Providing input to senior management about competitive trends;
• Promoting Dell solutions, products and services by placing outbound customer calls and responding to inbound customer calls;
• Providing technical advice and administrative information about customer debt;
• Advising potential customers on the features, advantages and benefits of the Dell Model and its products and technologies.
1999 - 2001
Dell Computer - Customer Services Team Leader
Responsibilities: This role demanded strategic focus and the ability to communicate effectively with a wide range of staff members to ensure optimal customer satisfaction. In providing day to day support to sales staff, I was able to enhance Dell's reputation of providing a superior level of customer service in an increasingly competitive global market. The ability to multi-task and sound knowledge of Human Resource functions were important aspects of this job.
Duties included: • Providing input for staff appraisals, ensuring new staff were adequately trained;
• Ensuring day to day operations were maintained within Dell policy and standards;
• Organizing and monitoring daily workflow;
• Reporting Customer Care metrics and trends in conjunction with other functional team leaders and managers;
• Ensuring telephone responses, complaints closure and other performance metrics were met;
• Discussing and reviewing operational processes with the manager;
• Responding to written queries and complaints;
• Conducting quality audits;
• Communicating with the local & international couriers on delivery issues;
• Providing pro-active feedback to customers regarding orders processed;
• Liaising with other Internal Business Units of Dell and the European Manufacturing Facility.
1998-1999
Microsoft South Africa - Assistant Product Manager - Sales and Marketing Services
Responsibilities: Promotion to Assistant Production Manager (and often acting on behalf of the Manager) required sound knowledge of the company's operations and the ability to market Microsoft effectively. In this regard, during the Bexa Computer Faire, I had responsibility for the Information Booth, which dealt with all queries regarding Microsoft - including the use of its software.
Duties included: • Coordinating events and formulating Frequently Asked Questions;
• Developing documents for the media, internal staff and customers;
• Providing inputs into the marketing, sales and launches of new products;
• Updating the Sales and Marketing Services Intranet;
• Deputizing for the Product Manager as required.
Courses included: Technology and Computers; Economics and Understanding the Business Environment; Management; Accounting and Financial Management; Marketing and Sales; Leadership and People Management; Improving Operational Performance.
Courses included: French; English; German; Political Science; Criminology; Philosophy of Education; Library Information; Psychology of Education, History of Education, Class Communication, English Method, German Method
Courses include: French; English; German; Political Science; Criminology
1986-1991: St John's High School - GCE: Cambridge University. Science; Biology; Geography; Maths; History; English Language; Literature in English; Religious Education; Food & Nutrition; Commerce; Agriculture; Typing.