MPS Business Operations Manager DACH

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.

ROLES, RESPONSIBILITIES AND AUTHORITY

• Provide on request consultation/guidance to Lexmark pre-sales team on capabilities and services and ensure compliance with Lexmark processes
• Responsible for contractual interpretation and set up of customer requirements as defined in a Managed Services Statement of Work. Coordinate all teams involved in account set up to ensure timely & smooth implementation.
• Work with various cross functional teams to provide support, analysis and drive resolution for escalations regarding account setup, consumables deliveries, devices registration, billing, cash collection and other general account issues.
• Focus on swift escalation resolution, while ensuring quality resolution and minimizing customer impact and risk of re-occurrence.
• Control Device Registration end to end process; Investigate and solve registration issues
• Manage the creation process of a unique/ad hoc customer invoice and work with the invoicing team to ensure correct execution.
• Support WW system and/or process changes, participate in continuous improvement activities/projects, test end to end process improvements/changes with EMEA SMEs support & guidance
• Work closely with in-countries contacts to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations.
• Provide MPS Operations subject matter expertise and guidance for the Country organization (Finance, Operations, Customer Ops, Service Delivery etc) and Shared Service Center teams in regard to customer, contract, invoicing, entitlement set up and asset lifecycle management.
• Monitor account dashboard and KPIs to ensure proactive resolution, prevent customer impact and engage when KPIs drop below SLA

EDUCATION & EXPERIENCE

Position is a mid-level position and involves the use of developed interpersonal skills and requires, at a minimum, an undergraduate degree (BA/BS), with most persons possessing a graduate-level degree and significant operations experience (average 5+ years or more).

• Graduate degree preferred.
• Excellent English communication and presentation skills, both oral and written
• Fluent in German language

SKILLS & COMPETENCIES

• Proven project management and stakeholder management skills
• Strong analytical, problem-solving, and process improvement mindset
• Advanced Microsoft Excel and PowerPoint knowledge
• Excellent communication and presentation skills
• Experience working with global, cross-functional teams
• Strong business and financial acumen
• Customer-focused, proactive, and self-driven approach
• Ability to manage multiple priorities in a fast-paced environment

Nice to have:

• SAP and/or Siebel experience
• Lean Six Sigma knowledge or certification

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