Responsibilities :The Operations Manager position has the responsibility of overseeing the day-to-day operations that are carried out in the Onboarding to Resolution end-to-end process to drive productivity and cost effectiveness in the business operations.The role involves working at an operational level with the O2R operational execution teams, the O2R process team, business stakeholders, other GBS and business functions, Lexmark partners and end-customers.Serves as the first point of contact for customers, partners, and internal front office teams for concerns and escalations on services sales order and work order activities. Provides operational management of order management activities for services customers, which include order entry through fulfillment, service claims, and dispatch to debrief of activities to service partners & technicians for break fix, proactive consumables, and installation activities. Ensures printers are fixed or installed or consumables are delivered in alignment to customer SLA requirement. Determines the status of the activities, technician schedules, maintains records of open activities, schedule changes, product enhancements or changes, product pricing and partner payment, while adhering to rules, audit requirements and international regulations for each customer/country supported. Ensures accurate entry of all required data for all orders into the CRM system. Maintains efficient, timely and effective communication to customers.KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:OPERATIONS EXECUTIONSupports 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 activitiesManages and drives resolution of customer and partner escalations.Governs the operational KPI 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 IMPROVEMENTSupports 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 teamsRecommends reporting enhancements to better support the operations.Analyzes data to effectively introduce/recommend solutions to problemsSTRATEGIC PROJECTSSupports new strategic projectsParticipates in UAT sessionsManages adoption of new strategic projects by the teamProvides relevant data and information in support of strategic projects, as requiredOTHER RELATIVE DUTIES ASSIGNEDProvides training to employees, as neededHandles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience.Others, as assignedOTHER OPERATIONAL RESPONSIBILITIESWork environment - provides a work environment that engenders positive energy, creativity and teamwork amongst employees, ensuring safety in the workplace.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.Performance management – executes performance management process in accordance with Lexmark and department policies. Develops organizational capability looking at structure and competency of staff.Operational effectiveness – manages day to day operations to ensure quality output up to the standards of the company. Plans, manages and maintains systems and procedures for operating effectively and with efficiency.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.Communication – facilitates internal and interdepartmental communication. Provides meaningful reporting to senior management in a timely and effective manner.Financial management – manages department’s budget according to establish budget controls.Recruiter - responsible for hiring, training and coaching employees.Other assigned duties relative to the job.EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:College degree, minimum of 2 years management experience from an IT-enabled companyHow to Apply ?Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!Global Privacy NoticeLexmark is committed to appropriately protecting and managing any personal information you share with us. Click to view Lexmark's Privacy Notice.
