About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com. JOB PURPOSE/MISSION/SUMMARY: The Sales Operations Support Manager is an L1 Manager in Lead to Contracts (L2C) responsible for the day-to-day operations of his/her assigned team comprised of diverse functions serving as a support and enabler to the sales operations and field sales teams in Lexmark. Required to have knowledge of Lexmark's sales processes and an understanding of the needs of Lexmark's sales teams, the Sales Operations Support Manager will act as a steward to the sales processes ensuring they are efficiently and accurately executed geared towards satisfaction and the achievement of the targets and KPIs. As a team manager, the Sales Operations Support Manager is responsible for growth and development, including access to tools and resources required for the team to be successful. The Sales Operations Support Manager reports to the L2 Manager (if available)/ Site Process Lead (SPL) and coordinates closely with other Lexmark functional teams, global counterparts, and the rest of the GBS Workstreams. KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS: Drives operational effectiveness in managing the day-to-day operations to ensure quality and effectiveness in the team's execution. Oversees a diverse group of functions supporting the traditional, enterprise, channel sales teams and country sales operations teams on activities within the scope of the functions being supported. Adopts and advocates for the standard processes, tools, and methodology. Supports internal initiatives to deploy new/improved processes and tools. Manages and analyzes individual and team performance to meet targets and SLAs. Works with the L2 manager/SPL as part of the operational governance & KPI reviews. Provides meaningful reporting to stakeholders and senior management in a timely and effective manner. Demonstrates continuous improvement aimed toward achieving operational excellence across the different functions within the team. Provides recommendations for business process and productivity improvements through simplification projects/initiatives, process improvements, and cost reductions. Develops an overall team strategy to align with the department and area direction. Aligns with the stakeholders on the mission, initiatives, and actions to support short and long team goals. Develops and maintains a strong relationship with the stakeholder community and communicates to them the team's value-add. Facilitates effective staff, team, internal and interdepartmental communication. Facilitates collaboration with the cross functional teams in the organization necessary in the execution of the processes end to end. Deals effectively with complaints and issues, taking the appropriate action as necessary to drive resolution including the facilitation of the escalation to the relevant teams. Supports the L2 Mgr./SPL in developing and planning for department/area improvement programs, initiatives, and strategy. Takes on ad hoc and stretched assignments as necessitated by the business or as part of growth and development. Provides a work environment that engenders positive energy, creativity, and teamwork amongst employees, ensuring safety in the workplace. Manages staff in accordance with company rules and procedures. Establishes departmental rules, procedures, and creates work schedules that ensure achievement of departmental key objectives. Executes performance management process in accordance with Lexmark and department policies. Develops organizational capability looking at structure and competency of staff. Coaches, mentors and develops direct reports, and assists in the identification of staff training requirements. Responsible for hiring, training, and onboarding of new resources in the team. COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: Communication and Presentation Demonstrates effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groups. Demonstrates ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format. Possess strong negotiation skills; demonstrates ability to influence and negotiate required. Critical Thinking and Analytical Skills Can think big picture and demonstrate an ability to be detail oriented; anticipate and know when to get into the details. Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on support commitments. Able to develop and adapt business processes after evaluating multiple solutions. Decision Making and Leadership Exercises sound, prudent and ethical business judgment at all times. Demonstrates a high level of business acumen. Well-developed management skills both principles and people. 'Hands on' management style. Drives team involvement with the rest of the functional teams across the organization. Customer/Client/Stakeholder Focused Mindset Takes personal responsibility for correcting customer service problems within area of responsibility. Makes self-available to customers particularly during critical time periods. Makes concrete attempts to make things better for the customer. Identifies solutions that have long-term benefits for the customer. Technical Competence: Proficiency in MS Office Suite applications including word processing, spreadsheet, and presentation software. Working knowledge and MS office suite basic skills are required. Comfortable using various tools and systems required while doing support and the delivery of services such as but not limited to CRM tools, Analytics, etc. People Development Demonstrates competency in activities such as goal setting, training and development, career planning, performance coaching and performance evaluation. Ability to direct and motivate employees. Working knowledge or some form of formal training around coaching and people management in general. Project Management Skills Can demonstrate the ability to read and understand a project plan. Demonstrates good organizational skills and able to manage tasks to a timeline. Ability to plan and organize resources to deliver required objectives in a defined situation. EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS: Bachelor's Degree or University Degree of the equivalent Leadership and management experience in any Sales, Operations, or BPO Industry is preferred. Experience in working with people on different levels. Experience with managing multi-disciplined teams that are geographically dispersed. Experience with the delivery of operations through the use of technology solutions Experience working in and navigating through a matrix organization to obtain information or desired results.
