Business Operations Manager
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- Cebu
- Permanent
- Full-time
- At least 5 years of relevant experience in business operations, managed services, or a similar enterprise operations role
- Strong background in Project Management, including coordinating cross-functional initiatives and driving execution
- Proven experience in Account Management, supporting ongoing customer engagements and contractual delivery
- Solid Client / Customer Relationship Management skills with the ability to engage diverse stakeholders
- Excellent communication skills (written and verbal), with confidence in meetings, presentations, and customer interactions
- Demonstrated practical problem-solving skills, especially in resolving non-standard or complex customer and contract scenarios
- Ability to interpret customer contracts (SOWs) and translate requirements into operational actions
- Serve as a subject matter expert (SME) on Lexmark MPS capabilities, services, and back-office operations
- Consult and support pre-sales teams to ensure contractual feasibility and alignment with Lexmark processes
- Interpret, manage, and maintain customer SOWs, including contract changes and non-standard requirements
- Coordinate customer setup and onboarding with operations, Cebu WW teams, and back-office functions
- Monitor and audit operational execution to ensure contractual compliance and SLA delivery
- Handle escalations and resolve issues related to billing, consumables, entitlement, and account discrepancies
- Provide operational transparency, confidence, and governance to Country Operations Teams
- Collaborate with Operations Control Tower Managers to meet quality, performance, and SLA expectations
- Support system enhancements, process changes, and continuous improvement initiatives
- Participate in testing, documentation, and rollout of end-to-end process improvements
- Action Oriented - proactive, decisive, accountable
- Perseverance - resilient, persistent under pressure
- Learning on the Fly - adaptable, fast learner in changing environments
- Strong analytical and cross-functional problem-solving skills
- Process Management - workflow optimization, KPI awareness, efficiency focus
- Ability to interpret complex contracts and translate them into operational actions
- Customer Focus - understands how back-office execution impacts customer experience
- Peer Relationships - builds trust, encourages collaboration across geographies
- Clear escalation ownership and accountability
- Strong listening and stakeholder management skills
- Clear, concise communicator in meetings and written formats
- Confident presenter who can adapt messaging midstream
- Quick learner of enterprise systems (SAP, Siebel, ERP platforms)
- Advanced Microsoft Excel skills
- Nice to have: Power BI, Power Automate, process visualization tools
- 3-5+ years' experience in operations, project management, account management, or contract management
- Strong exposure to global operations or shared services environments
- Bachelor's degree in business, Engineering, or related field (Graduate degree is a plus)
- Experience working with virtual, cross-regional teams
- Lean Six Sigma or process improvement exposure is an advantage
- Finance and basic P&L understanding is a plus
- ✅ Individual Contributor (NOT a people manager role)
- High degree of autonomy with minimal supervision
- Extensive cross-functional and stakeholder interaction
- Strong governance, coordination, and execution focus
- Supports North America accounts
- Monday: 12:00 PM - 9:00 PM
- Tuesday-Friday: 10:00 AM - 7:00 PM
- Hiring manager availability: 2:00 PM onwards
- Initial work-from-home, transitioning to hybrid (3 days onsite / 2 days WFH) once facilities are ready
- Role requires flexibility for evening calls with US stakeholders