Operations Manager

Job description

About Xerox Holdings Corporation At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging. KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS: OPERATIONS EXECUTION • Supports the second line Manager and SPL in defining performance metrics and business governance, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets. • Executes and manages the day-to-day work order management operational activities • Manages and drives resolution of customer and partner escalations. • Governs the operational KPI (Key Performance Indicators) and reviews internally and to stakeholders. • Analyzes data and performs root cause analysis and corrective action of issues, identifying top pain points. • Drives process improvement projects in collaboration with the process team. • Supports and develops the people in the organization. CONTINUOUS IMPROVEMENT • Supports the process team in continuous improvement initiatives. • Brings process efficiency opportunities to the process team. • Implements processes as defined by the process team. • Works closely with the Operations Manager of the other sub-processes and other GBS end-to-end teams • Recommends reporting enhancements to better support the operations. • Analyzes data to effectively introduce/recommend solutions to problems STRATEGIC PROJECTS • Supports new strategic projects • Participates in UAT (User Acceptance Testing) sessions • Manages adoption of new strategic projects by the team • Provides relevant data and information in support of strategic projects, as required OTHER RELATIVE DUTIES ASSIGNED 1. Provides training to employees, as needed 2. Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience. 3. Others, as assigned OTHER OPERATIONAL RESPONSIBILITIES 1. Work environment - provides a work environment that engenders positive energy, creativity, and teamwork amongst employees, ensuring safety in the workplace. 2. Institute rules – manages staff in accordance with company rules and procedures. Establishes departmental rules and procedures and creates work schedules that ensure achievement of departmental key objectives. 3. Performance management – executes performance management process in accordance with Lexmark and department policies. Develops organizational capability looking at structure and competency of staff. 4. Operational effectiveness manages daily operations to ensure quality output up to the company's standards. Plans, manages, and maintains systems and procedures for operating effectively and with efficiency. 5. Organizational leadership - conducts continual analysis and evaluation of strategic information. Play a significant role in long-term planning, including an initiative geared toward operational excellence. 6. Communication – facilitates internal and interdepartmental communication. Provides meaningful reporting to senior management in a timely and effective manner. 7. Financial management – manages department’s budget according to establish budget controls. 8. Recruiter - responsible for hiring, training and coaching employees. 9. Other assigned duties relative to the job. COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: Commitment to Continuous Learning – taking actions to improve personal and professional skills, knowledge, and abilities, may require self-directed, self-paced learning or ensuring that you are always at the leading edge of field. • Analyzes own performance, prepares, and follows personal development plan, takes short-term actions to improve performance in current job • Keeps current in own field of expertise taking initiative to understand up to date information, best practices • Actively seeks feedback from others, integrates feedback into personal development plan and modifies thinking and behavior • Pursues long-term development plans by independently analyzing future requirements in personal career goals or industry direction Conceptual Thinking – Ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations. It includes using creative, conceptual, or inductive reasoning. • Uses basic skills and knowledge of past experiences to identify problems. • See patterns between current and past situations; point out patterns, trends, or missing information to others. • Applies and modifies complex learned concepts or methods to new situations. • ⇒ Clarifies complex data or situations into a clear presentation; integrates many small pieces of information to make sense of them. Customer/Client Focus – Focus on discovering and meeting customer/client needs. • Follows up on customer/client inquiries, requests, and complaints. • Maintains clear communication with customers/clients. • Takes personal responsibility for correcting customer/client-service problems within area of responsibility. • Makes self available to customers/clients particularly during critical time periods • Makes concrete attempts to make things better for the customer/client. • ⇒ Addresses underlying customer/client need, seeks information, and matches needs to Services • Identifies solutions that have long-term benefits for the customer/client. Developing Others – fostering the long-term learning or development of others • Expresses positive expectations of others regarding future abilities or potential to learn • Gives detailed instructions to explain how to do task, gives on-the-job demonstrations and helpful suggestions • Gives reasons for tasks and uses methods such as questioning to confirm others have understood directions • Gives specific feedback, positive and corrective, and assesses competence of others to delegate full responsibility when they are ready • Gives constructive behavioral and performance feedback rather than criticizing personal traits • Does longer-term coaching or training of others, arranging appropriate assignments and experiences to foster learning, and build skills • Designs new programs to meet training needs of staff Initiative / Proactivity – Take independent action or proactively create opportunities to resolve or prevent problems in keeping with role. • Shows persistence in overcoming obstacles when things do not go smoothly. • Addresses present problems rather than ignoring them. • Acts proactively in the short term (one to three months ahead) • Acts proactively with an eye on the current semester/year (four to twelve months ahead) • ⇒ Anticipates and acts with future in mind (one to two years ahead). Leadership – Taking a role as leader of a team or other group. Leadership is often, but not always, shown from a position of formal authority. • Manages meetings- sets agendas and objectives, controls time, gives assignments. • Keeps those affected by decisions informed and provides reasons for decisions. • Uses formal authority and power in a fair manner; treats everyone fairly. • Promotes team effectiveness - enhances team morale and productivity; publicly credits others. • Preserves the team and its reputation in the organization. • Positions self as leader – models desired behavior; secures team members’ “buy - in” regarding team mission, goals, and policies. • Communicates a compelling vision Strategic Business Sense – The ability to understand the business implications of decisions and the ability to strive to improve organizational performance. It requires an awareness of business issues, processes, and outcomes as they impact the organizati