Job title: CX Prog Mgt Manager

Company: Honeywell

Job description: Join a team recognized for leadership, innovation and diversity

1. Job purpose
The Global Service Contract Ops Support Manager will support the LSS Contract Organization by driving operational readiness through optimizing SOPs and WIs; coordination of NPI service products & entitlements and managing the global Contract Proposal Specialists for new contract proposals and bookings.

The main objectives will be:
Manage global team of Contract Proposal Specialists, to drive LSS service contract proposal and estimation requests within SLAs and ensure new contracts are booked correctly
Create/maintain SOPs/Work Instructions for service contract organisation and monitor compliance via dashboards and audits
Co-ordinate NPI with key stakeholders for creating/updating service products and entitlements, booking/delivery/reporting requirements & OPB inclusion.Be responsible for updating GSM proposal templates & coordinating Welcome Packet updates

2. Primary responsibilities:
Ensure all communication is professional and complies with Code of Business Conduct
Ensure Individual Development Plan (IDP) is maintained for self, which aligns to career path and includes Continuous Professional Development (CPD min 10 hours per year).Review with direct manager at least twice per year
Maintain RAIL/task list for issues/feedback received from MOS meetings and other communication methods
Be involved with UATs for any changes/developments
Ensure any corrective actions assigned to self, are handled in a timely manner and robust preventive measures are put in place
Identify possible successor and ensure IDP is updated with skill/knowledge/experience gaps
Continually identify areas of improvement within CM Organisation

2.1 Management of Contract Proposal Specialist Team:
Manage global team of Contract Proposal Specialists and their workload
Ensure new service contracts are set up correctly, welcome packet issued, first invoice created, parts ordered, entitlements added after ESID/MSID creation etc, before handing over to CSS & business team
Drive 100% compliance for Contract Proposal Specialist steps within processes/work instructions/training documentation
Have regular MOS with key stakeholders, to get feedback on current CPS workload, data quality, booked contracts being handed over, and identify any assistance needed by those stakeholders or their teams
Carry out MRR (Management Resource Review) with direct manager twice per year
Have regular team meetings, with related RAIL/task list to capture issues and actions
Ensure Individual Development Plan (IDP) is maintained for team members, which aligns to their career path and includes Continuous Professional Development (CPD min 5 hours per year).
IDPs must be reviewed with employee/direct manager, at least twice per year
Drive working capital by ensuring first invoice is triggered immediately after booking new contracts, wherever possible
Ensure robust training plan is in place for existing team members and new employees
Have regular 1:1s with employees, who must drive the agenda
Develop SLA’s for Proposal & Estimation request cases, from time cases arrive in CPS queue to time cases are closed
Drive team to meet HPD goals and KPIs
Ensure dashboards (power BI) are available in MS team group, for open CPS workload, backlog, completed work, along with KPIs for SLAs
Drive 100% CPS usage compliance for pricing tools
Drive 100% CPS pricing requests from other internal P&E teams
Ensure CPS pricing and proposal documents are attached to the related Proposal or Estimation request cases, before closing the case
Drive CPS 100% compliance with eGAP requirements and process
Ensure employees have opportunities to experience new situations/challenges to support their IDP
Ensure CPS booking packages contain appropriate documentation and approvals, including updated software order forms where needed
Ensure Siebel contracts are quality checked by CPS after booking, if they contain SESP, P2, Parts Replacement

2.2 Co-ordination of Service Product NPI
Collaborate with all LOBs Marketing teams to be aware of new offerings still in concept stage
Review NPI requests with Service Advisory Board before proceeding
Co-ordinate with Marketing and key stakeholders, to ensure new service products/entitlements are fully set up, deliverables and reporting requirements identified, OPB updated
Coordinate training for all teams when deliverables are created/updated
Own, maintain and publish the HPS Service Contract Structure xls (details Service Products and Entitlements, how entitlement to be delivered, tracked, reported)
Work with COE Reporting team to update verbiage in Welcome Packet
Update GSM Proposal Templates when needed and coordinate with CM Leadership and Legal for approval

2.3 Owner of Contract Management SOPs/WIs
Regularly review and maintain all existing contract management SOPs/WIs, creating new documents when needed, with inputs from key stakeholders
Continually identify improvements for all CM organisational touchpoints in collaboration with stakeholders
Publish Quality Change Notices when SOPs/WIs are created or updated
Create dashboards to monitor SOP/WI compliance
Carry out compliance audits on teams within CM org (CSS, AST, CPT)
Create Corrective Actions for SOPs/WIs noncompliance

3. Principal Networks & Contact Links

Internal :
Global Service Contract Operations Leader (direct manager)
Contract Proposal Specialists (direct reports)
Service Contract Pole Operations Managers
Service Contract Support Pole Lead
Asset Support Team Leader
Regional Service Operation Managers
Digital Transformation Leader
ISA Consultant Team Manager
A360 Performance team
Service Advisory Board
Biz Ops P&E
BTI P&E Team Manager
Other depts P&E teams (Cyber, HCP etc)
GCC
Sales Leadership teams
Marketing
Migration Team
Quality
Legal
Finance
COE Reporting Team
ISC

External :
End Customers – Some contact with customers may be needed to attend/follow up on VOC

4. Supervisory Responsibilities – Direct management of global Contract Proposal Specialists

5. Geographic Scope & Travel Requirements – This will be a global role, travel as needed for Training/meeting purposes.Less than 25% of the time.

6. Key Performance Measures
Proposal and Estimation requests – completed
#% on time
100% usage of OPB
New contract first invoice – created
#% on time
New contracts with no missing entitlements
New contracts with no missing business service teams
SOP/WIs reviewed/updated as agreed timeline
Direct management of global Contract Proposal Specialists

1. Education Required
Bachelor’s Degree – Engineering, or 7 years Honeywell Process Solutions / LSS Experience
Minimum 5 years of supervision duties

2. Work Experience Required
experience of effective leadership of a remote team
experience with Honeywell tools/pricing process (preferred)
experience of creating/maintaining SOP/WIs

3. Technical Skills & Specific Knowledge
Six Sigma Green Belt Certification
Have experience/knowledge of customer site process control
Understanding of Honeywell service catalogue and deliverables (preferred)
Understanding of Honeywell LSS Business and GSM Processes (preferred)
Strong MS Office knowledge
Salesforce, SAP and Siebel knowledge preferred

4. Behavioral Competencies Required
Ability to work on a remote team in a global environment
Ability to rapidly learn and understand various processes and applications
Demonstrates a high ability to forge strong business relationships and deliver on commitments
Excellent interpersonal skills as well as good verbal, written and presentation skills
Able to receive personal feedback and take development actions where needed
Demonstrate a strong commercial awareness
Excellent customer interaction and problem-solving skills
Ability to multi-task and priorities work
Self-motivated and able to work with minimum supervision
Demonstrates a high level of planning & organization skills
Highly self-aware, and recognizes the impact that your behaviors have on peers, direct reports, customers, and other internal and external contacts
Ability to influence a team without formal reporting lines
Demonstration of a high level of personal integrity
Demonstration of Honeywell Behaviors

5. Language Requirements – Fluent in English

Additional Information

• Category: Customer Experience
• Location: 56 & 57 Hadapsar Industrial Estate, Pune, MAHARASHTRA 411013 IND
• Exempt

Engineering (GLOBAL)

Expected salary:

Location: Pune, Maharashtra

Job date: Fri, 08 Jul 2022 22:21:44 GMT

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