Production Lead - SPAC

Job Description:

Production Leads are key individual contributors responsible for the production planning of a team, to ensure it meets the agreed SLAs, drive overall productivity of the team and act as the first contact point for customers, partners and stakeholders, providing support and operational guidance.

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

What you’ll do:

• Responsible for daily, weekly and monthly production planning to ensure the team meets the TAT KPIs
• Work with CELs to get the volume forecast for various GTMs across Sub-Regions / Countries and plan staffing of production resources
• Conduct daily huddles to discuss the volume inflow vs forecast, open volume and backlogs with production resources and plan for completion
• Ensure TAT related escalations are acknowledged and addressed on time
• Ensure prioritization of work requests as requested by CELs are acknowledged and completed on time
• Ensure productivity variance between processors is reduced to improve the overall productivity of the team
• Ensure overall productivity targets for the team are met
• Incorporate ICM AI and other automation tools into daily production
• Workflow / queue management in SFDC
• Responsible for detailed tasks and activities with expected outcomes as below

Task/Activities

Expected Outcomes / Responsibilities

Production Governance

• Own the Direct RTM production queue and prioritize business-critical cases.
• Drive BDN & MV Pricing query within 1/3rd of TAT
• Monitor queue health and balance workload across CELs.
• Provide proactive stakeholder updates on risks, blockers and ETA changes.
• Deliver Bold Goal metrics and positive stakeholder experience.
• Zero escalations to Ops Manager (Dinesh) & Geo Manager (Iris) through proactive issue resolution.

Workflow Management

• Review and assign SFDC Inflow cases to the appropriate CEL.
• Drive Day-1 closure for Order Booking (OB) & Contract Amendments (CA) (excluding external dependencies).
• Drive RA Day-1 closure targets (>50%)
• Improve ICM adoption across the team.
• Monitor and daily update eon SFDC Daily Pulse and Escalation Folder.

Performance Management

• Maintain Backlog <5%.
• Achieve RA Day-1 Closure target (≥50%).
• Maintain TAT ≥95%.
• Track operational KPIs daily and publish to TMs copying Iris & Dinesh
• Perform TAT miss analysis and implement corrective actions – Publish report to Iris & Dinesh on weekly basis
• Analyse BDN delays and drive improvements – Publish report to Iris & Dinesh on weekly basis

Reporting & Governance

• Prepare Weekly Performance Dashboard and review with Ops Manager (Dinesh)
• Drive Weekly Diagnostic Reports to eliminate quality errors – Publish report to Ops Manager (Dinesh)
• Drive weekly Business Compliance reporting and closure of gaps – Publish report to Ops Manager (Dinesh)
• Ensure SFDC Daily Pulse reporting updated in sharepoint

People Leadership

• Conduct daily production reviews with CELs.
• Coach team members on priorities and SLA adherence.
• Act as the first point of escalation within the Direct team

Continuous Improvement

• Identify automation and process improvement opportunities.
• Drive preventive actions for recurring issues
• Share improvement ideas with Operations Manager.

What you need to bring:

Mandate -Australia time shift only.

• Typically, 3+ years of experience as an Account Operations lead or similar
• University Degree or higher based on country rules
• Advanced knowledge and understanding of HPE Portfolio, Processes and Policies
• Good communication and presentations skills
• Analytical thinking
• Time Management
• Customer centric mindset
• Management of change skills
• Can do attitude
• Shift Flexibility
• Languages
• English
• Local language based on SAP (check this with S4) S4 is designed by the local language
• Tool Proficiency
• Microsoft 365 is a must
• Advanced SAP
• Advanced SFDC

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Job Level:

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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