Business Operations Manager Service Compliance
Cisco Systems, Inc
Amsterdam, Netherlands
3 dagen geleden

Business Operations Manager

Hardware Services Compliance Team

EMEAR Service Logistics and Operations

Who You Will Work With

You will work as part of the EMEAR (Europe, Middle East, Africa, and Russia) Service Entitlement and Compliance team which is part of the EMEAR Service Logistics Organization.

The Service Compliance team is responsible for identifying and remediating suspected services misuse and abuse in EMEAR.

The team protects the value of services and enables sales effectiveness by identifying and targeting specific engagements with Partners and customers aimed at reducing Cisco’s exposure and maintaining a healthy Partner ecosystem.

The team performs a closed loop function ensuring feedback into entitlement operations and other relevant teams to close process, policy and or tool gaps

What Will You Do :

Identify and drive hardware focused services reviews (audits) with various segments of customers and or with Partners, focused on reducing services misuse and abuse and improving adherence to services contractual terms and conditions.

Hardware Service Review Responsibilities include :

  • Leverage specialized domain knowledge and advanced business experience to build and design data sets used to prospect accounts, research and validate and ultimately select accounts for hardware service reviews
  • Ensure conflict of interest checks are conducted by 3rd party vendor
  • Scope and plan hardware services reviews determining timelines
  • Engage key stakeholder’s groups in preparation for the review
  • Participate in Partner kick off call
  • Conduct services reviews against defined process, leveraging a 3rd party managed services vendor and / or conducting them end to end oneself
  • Identifies risk to program / account success and creates and executes mitigation plans, including handling escalations from stakeholder groups and vendors
  • Gathers and combines reports and findings from review and prepares summary
  • Executes remediation steps including negotiation with Partners
  • Mediates conflicting interests of disparate groups through effective collaboration and systematic techniques to create win-win conclusions
  • Accountable for get well plans, post review monitoring and any further actions required to bring the partner into compliance
  • Builds and maintains strong productive relationships across organizations (Sales, CX regional teams Legal, Brand Protection, Partner teams ) and with Partners that are instrumental to Customer Experience and achieving business objectives
  • Evaluates program results against success metrics
  • Takes lead role in managing day to day operations including budget and spend with 3rd party managed services vendors, services reviews
  • Interprets internal / external business challenges and recommends best practices to improve processes
  • Participates in development, modification and execution of company policies affecting operations and which may have cross functional impact
  • Evaluates business and industry trends and suggest improvements to process (CFE,AGMA etc.)drives general education and awareness
  • Provides guidance and direction and instruction in business operations tasks to less experienced team members and colleagues
  • Collaborates with peers and represents EMEAR issues and requirements
  • Who You Are :

    You should hold a bachelor’s degree + 7 years’ related experience OR Master’s degree + 4 years related experience.

    Hold CFE certification with 4+ experience in investigations, particularly in Services & Warranty, insurance fraud environments with proven track record showcasing your ability to :

  • Convey senior / mature professional messaging
  • Ability to work effectively in influencing and leading (without managing) multiple functions
  • Proven experience handling controversial situations, sensitive discussions and negotiations
  • Superior written and verbal communication skills
  • Demonstrated ability to collaborate and build strong stakeholder relationships
  • Organized and structured working methods
  • Analytical mind set and ability to work with multiple and complex data and information sets
  • Ability to work independently with minimal guidance, in a manger like capacity
  • Ability to work productively in a high-pressure environment
  • Superior Command and Fluency in English (written, spoken and listening)
  • Excellent Problem-solving skills
  • Advanced PowerPoint & Excel skills
  • LI-TD2

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