Production Lead - SPAC

• →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

• 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.

• 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.

• 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

• 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

• 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

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

• 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

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.

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.

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.

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.

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.