Role, Purpose, and Scope :
Main objective is to deliver seamless services to Xerox customers. Develop strong internal and external customer relations and networks with the purpose of driving same account growth initiatives and enhanced margin and P&L performance. They are also in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress and tracking KPIs and SLA's. Operation Manager play a vital role in boosting customer experience by delivering top-notch quality services that meet and exceed customer demands. Their main objective is to promote continuous improvement of productivity, service quality and customer satisfaction.
Major Responsibilities :
Customer Satisfaction & Retention :
• Understand the client’s industry, business, and their critical business drivers.
• Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
• Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
• Manage customer requests by providing realistic resolution time scales.
• Contact customers when follow up on open items is required and take ownership of the case.
• Handle customers’ escalations related to the service provided, if required by the account.
• Provide innovative ideas to help client achieve their business goals.
• Providing coordination and recording of service issues and complaints to ensure the customer stakeholders and relevant internal problem/solution owners have been identified and agreed.
• Ensure the corporate process is adhered to at all times.
• Maximize account retention.
Account Management
• Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
• Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
• Oversee the integration of all service delivery units and constantly improve quality of cross-functional teams, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Ensure resources, capabilities, and capacity to meet both existing and new business demands.
• Prepare timely and detailed reports on financial performance on a quarterly and annual basis as required.
• Possess in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery and assist in complex issues and design improvement strategies.
• Provide expert problem management support to difficult, high profile customer issues and ensures rootcause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
• Provides service improvement planning including root cause analysis. • Provides support to new business opportunities and service implementation.
• Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
• Actively collects, consolidates, and analyses feedback from internal customers to deduce improvement actions increasing efficiency and effectiveness of Service procedures. Gives pro-active feedback to colleagues and team/management.
• Proactively guides operational Service teams on adoption of best practice Service system usage.
• In conjunction with the Client Account Delivery Manager/CAPM, ensures resources, capabilities, and capacity to meet both existing and new business demand.
• Understand P&L mechanics and manage internal and external contributors.
• As required in collaboration with the Client Delivery Account Manager manage the contract’s P&L management for it to be in line with the agreed Business Case and Financial Target Plans.
• Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).
Financial Performance :
• Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
• Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve TTR, and audit requirements (i.e.., Onsite Security Assessment, 3rd party asset, etc.).
• Drive financial planning of the company by analyzing its performance and risks.
• Contribute to P&L performance through cost control and innovation initiatives.
• Identify same account growth opportunities to be converted into sales prospects.
• Provides leadership and support for new business opportunities (often large, complex and/or multi-country environment). Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
• Supports non account aligned SDM support for financial outlooking and margin improvement strategies.
• Supporting Client Account Delivery Managers by developing account plans and service strategies with customers to drive enhanced margin and P&L performance
ADHOC :
• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvements.