Delivery Account Operations Professional I

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Description & Requirements

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at xerox.com and explore our commitment to diversity, inclusion and belonging .

Purpose


Assistant Manager Operations ensures that the processes are being followed and that teams are facilitated collaboratively to continuously improve these processes. Responsible for managing a team of people, which involves both the engagement and development of these people. Set targets for production deliveries and maintain high standards of resource utilization.

Capacity planning, resourcing/staffing & allocation to accounts, process adherence, KPI management. Keep the team engagement with Xerox Strategy, support development path for team members and nurture talent. Also, as an Operations lead, support a healthy P&L by managing margins, costs, assist in budgeting and forecasting. Also should support project deliveries including delivery assurance, quality assurance, client delivery and relationship management; while strategy responsibilities lie in ops plans and strategy support.

Also, uses initiative to proactively suggest areas for improvement in financial, commercial and process based areas.

Pro-actively drives programmes to ensure that all approved actions are completed and that they achieve the desired results within Service Delivery. Requests revisions to policies, processes, procedures and plans where necessary. Develops and propagates knowledge of improvement actions to improve organisational learning.

Supports the Service Delivery reviews of new client opportunities to provide delivery validation to the solution architects. Working closely with the country delivery leads.

Scope


Overseeing the operations and successful resolution of high profile client service delivery problems service delivery or service transformation across scan & capture contracts.

The role has significant virtual leadership responsibilities of diverse teams. Interfaces with clients and central scan & capture teams as well as other internal functions such as Software Technology as required.


Areas Of Expertise And Focus

• Seamlessly manage day to day content capture production and meet & exceed SLAs
• Be a member of a monthly community of practice ensuring the timely distribution of outputs and escalation of issues as appropriate
• Promote innovation in the content capture accounts and share best practice with other Scan & Capture capability sites (UK, France etc)
• Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans
• Ensures consistent understanding of the strengths and barriers to success for joined up delivery of service to clients
• Is able to align client expectations with the Xerox service delivery capability and service improvement initiatives, able to effectively communicate internally and externally
• Provides expert problem and major incident management leadership to difficult, high profile customer issues and escalations (e.g. ORCs)
• The consistent implementation of best practice processes provides a foundation for enhanced quality of service at best cost.
• Ensure Global Service Delivery model is in place and used across all delivery centres.
• Support programmes that deliver service improvement, service innovation and productivity improvements resulting in enhanced value for customers and protecting margin for Xerox
• Supports account facing Service Delivery Managers in complex escalations and / or deployments and advises on the most efficient and cost effective ways to deliver quality service
• Takes an active role in overseeing the integration of all relevant service delivery units and takes decisive steps to improve the quality and inter-working of the whole ‘virtual’ service team, including other Xerox service partners and suppliers to safeguard a seamless end-to-end delivery of service for clients
• Looks for simplicity, centralization and rightshoring opportunities across accounts / teams.
• Oversees and monitors that – when relevant – the account Service Delivery Manager and the account team implement corrective action plans and follow these through to successful resolution
• Ensures and monitors that root-cause analysis of client service issues is conducted and learning is shared and applied for future benefit
• Is able to support the sales pipeline by being an expert in delivery and able to communicate effective service delivery and service improvement within key sales engagements
• Able to drive P&L and specific margin improvement programmes – alignment to or improvement on the business case.
• Supports and lead the deployment of security standards deployment and readiness and compliance to GDPR requirements.
  

Background, Skills And Qualifications

• Demonstrable experience of working in an operations lead or a manager role and have consistently exceeded performance KPIs.
• Strong people management skills and process documentation expertise
• Experience in supporting outsourcing bids, from pre-sales to successful implementation
• Demonstrated ability to work collaboratively - and lead - in a matrix management environment
• University degree with significant industry experience in business administration or a related field
• Experienced in ITES, KPO, document processing, service delivery coupled with financial P&L understanding, strong people management experience, projects and client interaction experience
• Relevant Professional qualifications like Lean Six Sigma, etc will be preferred
• Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships
• Relevant language skills
  
  

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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