The Channel data and Incentives team, part of Sales operations organization in HP, manages operations delivery and transformational programs implementation across channel partners globally.
The 4 key pillars of our capabilities, processes and operations being partner data reporting, financial claims, partner compensation and payments.
Our main mission is to enable data driven channel sales and inventory management with a positive partner experience at the core.
The Operations specialist is the front line of partner support, engaging directly with HP partners and sales in support of the Data collection and Incentives processes.
They are responsible for partner experience on defined area, driving functional in-depth day-to-day partner interactions and activities.
They Lead tactical execution as the front line for Partner inquiries and issue resolution and conduct regular operational reviews (current status, issues, next steps) for partners and sales.
Perform partner and sales operations support activities on dedicated processes for Data Collection, Financials Claims, Partner Compensation
Responsible for partner experience on defined area, driving functional in-depth day-to-day partner interactions and activities via email and phone
Lead tactical execution as the front line for Partner inquiries and issue resolution
Conduct regular operational reviews (current status, issues, next steps) for partners and sales
Provide Partner and Sales with visibility and E2E support on the claims backlog situation, as well as support on disputes, questions, missing info etc
Follow up with Partners and / or Sales on missing info / corrections / required clarifications
Monitor and coordinate backlog management process drive clean-up all backlog payments in collaboration with Operations team in Partner Experience (PXP)
Monitor and coordinate data collection process , drive resolution with partner on missing or incorrect, incomplete data
Deliver Partner trainings and information on Operations processes and tools as needed
Participate in new partner set ups, manages partner onboarding on defined processes
Coordination of ticket management with partners and operations team, as well as downstream system interlocks; ensure proper follow-up for timely resolution
Ensure claims and disputes resolution and act as first escalation point for partners / sales
Functional expertise on processes and market nuances to the extend as to provide guidance and consulting on functional processes and activities to Partners and Sales
Contribute in reaching the defined process measures and business fundamentals (e.g. business KPIs)
Apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
Exercise independent judgment within generally defined policies and practices to identify and select a solution.
Ability to handle most unique situations, may seek advice in order to make decisions on complex business issues.
Ensure Audit & compliance rules are enforced and applied
Education and Experience Required :
First-level university degree or equivalent experience; advanced university degree preferred.
Typically 4-6 years of related experience, preferably in customer service, support, procurement, or finance.
Knowledge and Skills :
Mastery in English and second language French
Strong knowledge of Microsoft Office tools, particularly Excel, Word, share points, automation and VBA skill is a plus
MS Dynamics knowledge is added advantage
Solid understanding of HP business areas and internal business processes & policies.
Excellent ability to collaborate and network with other groups and functions to reach business objectives, in support of the customer / stakeholder requirements.
Strong communication skills (e.g. written, verbal, presentation)
Advanced problem-solving and analytical skills.
Excellent teamwork skills and open to learn, broad, in-depth knowledge of the end-to-end process of sales operations
Developed ability to work in a fast-paced environment and multi-task while paying close attention to detail.
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