Join a team recognized for leadership, innovation and diversityJOB DESCRIPTION
Job Title:LSS RS COE Leader
Organisation & Function :PMT / HPS / LSS
Reports To:Global Contract Operations Leader
The LSS RS COE Leader manages the Contract Renewal Operations for the effective renewal of the LSS Service Agreements globally. The main objectives are:
-Directly manages the global Renewal Specialist team including RS Pole Leaders.
-Drives renewal documentation on time performance with the RS Pole Leads (supported by Renewal Managers) as per current targets
-Drives the quality output of the renewal cycle for LSS Service Agreements, through securing full compliance towards defined global renewal process.
-Help improve LSS Contract performance in terms of customer satisfaction, operational efficiency, service bank growth, on-time renewals of service contracts.
-Executes audits to monitor quality and provides feedback on audit results.
-Be involved with and drive process/tool improvements & initiatives for the Renewal Specialist team and wider Contract Management team
•Use MOS to drive contract renewal process and team engagement/development
•Drives renewal documentation on time performance with the RS Pole Leads (supported by Renewal Managers) as per current targets
•Establish and maintain long-term trust relationship with RS Pole Leaders, Renewal Specialists, Regional Contract Managers, Renewal Managers, Service Business Managers and GCC leadership (all globally), to effectively drive and execute the delivered quality output of the renewal cycle.
•Coach, assist and train the RS Pole Leads on leadership, best practices and tool/process usage
•Regular 1:1’s with all direct reports, scheduled at least once per month
•Encourage development of RS Pole Leads and Renewal Specialists with regards to personal & career, especially development of the 8 Honeywell behaviours.
•Reward team members’ exceptional actions/behaviours using Bravo award system.
•Constantly evaluates renewal process and used tools for improvements. Provides clear cases for improvement, including proposed solution to improve process and tool, thus driving overall efficiency.
•Ensures RS reports/dashboards/scorecards are maintained and that reports are being distributed (locally created reports and those handled via the COE Reporting team)
•Assists, if required, in review meetings between RS Pole Leaders and key stakeholders
•Supports Global Contract Operations Leader with development and deployment of initiatives / improvements to tools, reports and processes
•Works with RS Pole Leads and GCC to ensure that contracts are correctly booked on time and first invoice is triggered to improve cash flow
•Drives the training for RS Pole Leads and Renewal Specialist team on new initiatives / contract deliverables / process & tool changes
•Carries out audits on each step of the process to ensure quality standard and GSM process are being conformed to (raise COPQ activities where necessary)
•Hold regular calls with GCC Leadership globally to address issues/drive initiatives & improvements
•Drive 100% adoption of new tools and processes within RS team
3.Principal Networks & Contact Links
•Global Service Contract Operations Leader – Direct manager, process definition and compliance, first point of escalation
•Renewal Specialist Pole Leader – Provides Pole specific directions, reporting to RS COE Leader
•Renewal Specialist – provides pricing/proposal to specific pole CMs, reports into RS COE Leader
•Regional Contract Managers – Regular contact to handle any issues/initiatives/improvements
•GCC Leadership – GCC Contract admins handle initial renewal kick-off, booking, invoicing and vendor PO actions.
•Renewal Manager – Overall responsibility for renewal
•Service Business Manager – oversees the local service business team (Field Service Managers, Field Operation Leaders, Field Service Specialists (tech))
•End User (Customers) – may occasionally need to attend customer ‘Voice of Customer’ meetings (remote/on site)
•Direct reports will be RS Pole Leaders and global team of Renewal Specialists
5.Geographic Scope & Travel Requirements
•Located within India Pune office
•100% from Honeywell office, no work from home (unless special approval).
•Travel not required for primary task, on exception base for secondary tasks (e.g. training on location, customer VOC meetings).
6.Key Performance Measures
•Hold File performance
•Contracts not renewed on-time
•Renewal Activity Plan on time performance including proposal delivered to CMs on time
•Unbilled invoices which are past due
•Quality of delivered output, in detail:
•Compliance to defined process (and tools).
•Quality of created Agreement Booking Package (ABP) file.
•Quality of created Price Builder Files.
•Quality and completeness of handover package for booking towards the CSS Contract Admin organization.
•# Of Cost of Poor Quality Activities raised in the CRM towards the Renewal Specialist organization.
•Bachelor’s Degree Engineering or Business Administration
2.Work Experience Required
•8+ years people management/leadership preferred
•10 years of industry experience with process controls
•4 years minimal of experience in Honeywell LSS organization preferred
3.Technical Skills & Specific Knowledge Required
•Strong people management skills
•Experience of managing remote teams
•Basic knowledge of pricing of a service agreements
•Excellent working knowledge of Word, Excel, PowerPoint and Outlook
•Siebel, SAP, SalesForce knowledge would be an advantage
4.Behavioural Competencies Required
•Ability to forge strong internal business relationships and deliver on commitments
•Demonstrates a high level of planning & organisation skills on a daily basis without being prompted
•Excellent interpersonal skills as well as good verbal, written and presentation skills.
•Ability to work across different cultural regions globally
•Demonstrates a strong commercial awareness.
•Ability to drive a team of Renewal Specialist towards higher efficiency and improved quality output, be willing to guide, coach and help team members.
•Ability to multi-task and prioritise work
•Self-motivated and able to work with minimum supervision.
•Actively provides advice and directions for improvement within overall CM org.
•Highly Customer Focused approach, demonstrating success through a ‘Voice of the Customer’ approach on a daily basis.
•Highly self-aware, recognising the impact of approach and behaviours on peers, direct reports, customers and other internal and external contacts.
•Work 100% from Honeywell office, thus being a role model and stimulating teamwork, knowledge sharing between all members of the team.
•Daily demonstration of the 8 Honeywell Behaviours.
•Fluent in English
YOU MUST HAVE
Significant experience applying best practices in Customer & Product Support
Excellent organization skills
An ability to train others
An ability to direct and motivate a team
An ability to work with diverse teams (professionals, technical, etc.)
Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems
Location:56 & 57 Hadapsar Industrial Estate, Pune, MAHARASHTRA 411013 IND
Performance Materials and Tech
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.