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 o

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

Expected salary:

Location: Pune, Maharashtra

Job date: Sat, 09 Jul 2022 22:02:58 GMT

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