Senior Manager I-Service Delivery Programs and Process
Xerox is a global business services,technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers.
Join a company that has changed the way the world shops, learns, parks, does banking and of course –works!
Our employees enjoy:
- Convenient onsite clinic,7-days per week providing affordable healthcare access
- Free transportation service
- Health Insurance Benefits
- Company - paid Life Insurance coverage
- Paid Vacation
- Educational Assistance Program
- Free internet access
- Career and Employee Development –Grow your career and earn possible promotions to Leadership positions and
Operational roles in Information Technology, Human Resources,Accounts - Stable environment with opportunity to work across diverse industries-Healthcare,Retail, Travel, Banking and
Technology - Twice-monthly Business Day (on-site financial company visits,providing service and convenience to employees)
- Active Sports Programs with vibrant interdepartmental and business house competitions in basketball, football and netball
Snr. Manager I- Service Delivery Programs and Process
Purpose:
Responsible for providing Client project manager services as part of client account agreements. May include staffing / deployment responsibilities.
Scope:
General:
• Adapts and executes functional or departmental business plans and contributes to the development of organizational strategies
• Anticipates internal and/or externalbusiness challenges/ regulatory issues
• Decisions are guided by functional strategies and priorities
• May include international accountability; and may include some global accountability
Primary Responsibilities:
The main responsibilities will vary:
Project Management – there will be a heavy / core focus on developing &managing division projects plans (most of which will have over-arching layers between multiple business units & departments.
- Training (will oversee the training department)
- Acts as the principal client contact, managing the relationship to ensure customer satisfaction
- Directs and manages the daily operations of one or more SBU’s
- Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.
- Develops budget estimates and manages project/contract to meet revenue and cost projections
- Determines resource allocation levels to meet project/contract commitments
- Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed
- Reviews and resolves issues affecting Company compliance, legal requirements and client objectives
- Partners with senior staff in developing and marketing new client programs/services as required
Operations:
- Establishes operational objectives and work plans, and delegates assignments to subordinate managers.
- Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise.
- Responsible for achieving measurable results on time and on budget.
- Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.
- Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.
- Prepares related reports and audits current procedures to monitor efficiency of operations.
- Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations.
Account Management: - Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development
- Partners with client’s team during budget development and problem resolution
- Maintains and enhances existing client relationships and ensures customer satisfaction
- Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services
- Partners with senior staff in developing and marketing new client programs/services as required
- Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed
- Provides regular updates to senior management regarding client issues, budgets, etc.
Candidate Education and Experience:
Minimum Bachelor's Degree
Minimum of 2- 3 years senior management experience in the BPO industry.
Candidate Background:
Minimum The role requires strong technical, communication and management skills and extensive experience in managing the operations of a business
Minimum P&L management - cost reduction and revenue management experience
Minimum Strong people management experience - proven ability to lead and inspire individuals and teams indirect, shared or virtual roles
Minimum Successful client relationship development experience; comfortable interacting with client’s executive levels
Minimum Ability to assess issues, define causes, and prioritize/execute solution s
Minimum Written and verbal communications skills at all organizational levels (internal and external); comfort level with
client communications
Minimum Demonstrated leadership skills, high energy and team motivator
Minimum Self-initiative and results oriented
Minimum Profit focused and accountable for results, strong business and financial acumen
Minimum Service Outsourcing / Operations experience (ie., leads services. delivery teams; estab. Operational control
processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc.)
Preferred Project management experience
Interested Applicants:
Apply online NO LATER THAN on Friday December 16,2016
Please note that only short listed candidates will be contacted.