Partner Service Delivery Manager (PSDM) with English and Spanish (Maternity cover)

Description -

*Please be notified that this is a temporary position for maternity cover!

Job scope/summary:

Manage all operational matters and quality performance related to assigned PPS channel partners.

Job specifics/responsibilities:

• New Partner Setup

• Educate partners - self sufficiency/engagement model

• Deliver operational trainings (Ops guide, how to interface with HP, etc.)

• Communicate Ops guide changes, program changes, etc.

• Be the main point of contact for all matters pertaining to partner enquiries, acting as first line contact and taking ownership for queries end to end.

• Ensure a close working relationship with assigned accounts.

• Ensure assigned partners make correct financial warranty claims where applicable

• Ensure all assigned accounts are meeting operational targets within Accreditation metrics

• Ensure assigned partners deliver high quality customer satisfaction in service delivery to customers.

• Take ownership of partner issues and work to satisfactory resolution

• Support and motivate channel Partners to achieve end results

• Help to drive operational improvements for assigned accounts

• Act as escalation point for all partner escalations

• Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers

• Develop a very close working relationship with (country/region) channel team, attending all reviews when required

Key deliverables/accountabilities:

• Ensure that assigned channel partners deliver high quality services to customers

Education (degree) and professional experience required:

• Bachelor/Master in Business or related

• Experience in virtual team environment

• 1-2 years of experience in service delivery is an advantage

• Understanding of channel partner business model is an advantage

Other requirements:

• Fluent in written and verbal English is a must.

• Fluency in written and verbal Spanish is a must.

Personal skills and qualities:

• Strong communication skills

• Positive can-do attitude

• Customer centric approach

• Out of the box thinking - able to find solutions

• Influencing skills

• Excellent teamwork skills

• Able to apply tools and technology to produce results

• Able to understand global business processes and identify impact of change

• Able to work in a pressured environment working to tight timescales

• Ability to generate strong relationships internally and externally

• Ability to identify potential issues early on and work them to a satisfactory conclusion

• Ability to operate effectively within a virtual (cross-cultural) team

• Organized and methodical approach , analytical skills

• Self-motivated

• Team player

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office

• Reporting tool /Data management

*Please be notified that this is a temporary position for maternity cover!

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