Operations Manager

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

OPERATIONS EXECUTION

• Supports 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

activities

• Manages and drives resolution of customer and partner escalations.
• Governs the operational KPI (Key Performance Indicators) 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 IMPROVEMENT

• Supports 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 teams

• Recommends reporting enhancements to better support the operations.
• Analyzes data to effectively introduce/recommend solutions to problems

STRATEGIC PROJECTS

• Supports new strategic projects
• Participates in UAT (User Acceptance Testing) sessions
• Manages adoption of new strategic projects by the team
• Provides relevant data and information in support of strategic projects, as required

OTHER RELATIVE DUTIES ASSIGNED

1. Provides training to employees, as needed

2. Handles stretch assignments that vary in duration, scope, and reporting relationship,

that may result in acquiring new skills and work experience.

3. Others, as assigned

OTHER OPERATIONAL RESPONSIBILITIES

1. Work environment - provides a work environment that engenders positive energy,

creativity, and teamwork amongst employees, ensuring safety in the workplace.

2. 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.

3. Performance management - executes performance management process in

accordance with Lexmark and department policies. Develops organizational

capability looking at structure and competency of staff.

4. Operational effectiveness manages daily operations to ensure quality output up to

the company's standards. Plans, manages, and maintains systems and procedures

for operating effectively and with efficiency.

5. 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.

6. Communication - facilitates internal and interdepartmental communication.

Provides meaningful reporting to senior management in a timely and effective

manner.

7. Financial management - manages department’s budget according to establish

budget controls.

8. Recruiter - responsible for hiring, training and coaching employees.

9. Other assigned duties relative to the job.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

Commitment to Continuous Learning - taking actions to improve personal and

professional skills, knowledge, and abilities, may require self-directed, self-paced learning

or ensuring that you are always at the leading edge of field.

• Analyzes own performance, prepares, and follows personal development plan,

takes short-term actions to improve performance in current job

• Keeps current in own field of expertise taking initiative to understand up to date

information, best practices

• Actively seeks feedback from others, integrates feedback into personal

development

plan and modifies thinking and behavior

• Pursues long-term development plans by independently analyzing future

requirements in personal career goals or industry direction

Conceptual Thinking - Ability to identify patterns or connections between situations that

are not obviously related, and to identify key or underlying issues in complex situations. It

includes using creative, conceptual, or inductive reasoning.

• Uses basic skills and knowledge of past experiences to identify problems.
• See patterns between current and past situations; point out patterns, trends, or

missing information to others.

• Applies and modifies complex learned concepts or methods to new situations.
• ⇒ Clarifies complex data or situations into a clear presentation; integrates many

small pieces of information to make sense of them.

Customer/Client Focus - Focus on discovering and meeting customer/client needs.

• Follows up on customer/client inquiries, requests, and complaints.
• Maintains clear communication with customers/clients.
• Takes personal responsibility for correcting customer/client-service problems within

area of responsibility.

• Makes self available to customers/clients particularly during critical time periods
• Makes concrete attempts to make things better for the customer/client.
• ⇒ Addresses underlying customer/client need, seeks information, and matches

needs to Services

• Identifies solutions that have long-term benefits for the customer/client.

Developing Others - fostering the long-term learning or development of others

• Expresses positive expectations of others regarding future abilities or potential to

learn

• Gives detailed instructions to explain how to do task, gives on-the-job

demonstrations and helpful suggestions

• Gives reasons for tasks and uses methods such as questioning to confirm others

have understood directions

• Gives specific feedback, positive and corrective, and assesses competence of

others to delegate full responsibility when they are ready

• Gives constructive behavioral and performance feedback rather than criticizing

personal traits

• Does longer-term coaching or training of others, arranging appropriate

assignments and experiences to foster learning, and build skills

• Designs new programs to meet training needs of staff

Initiative / Proactivity - Take independent action or proactively create opportunities to

resolve or prevent problems in keeping with role.

• Shows persistence in overcoming obstacles when things do not go smoothly.
• Addresses present problems rather than ignoring them.
• Acts proactively in the short term (one to three months ahead)
• Acts proactively with an eye on the current semester/year (four to twelve months

ahead)

• ⇒ Anticipates and acts with future in mind (one to two years ahead).

Leadership - Taking a role as leader of a team or other group. Leadership is often, but

not always, shown from a position of formal authority.

• Manages meetings- sets agendas and objectives, controls time, gives assignments.
• Keeps those affected by decisions informed and provides reasons for decisions.
• Uses formal authority and power in a fair manner; treats everyone fairly.
• Promotes team effectiveness - enhances team morale and productivity; publicly

credits others.

• Preserves the team and its reputation in the organization.
• Positions self as leader - models desired behavior; secures team members’ “buy -

in” regarding team mission, goals, and policies.

• Communicates a compelling vision

Strategic Business Sense - The ability to understand the business implications of

decisions and the ability to strive to improve organizational performance. It requires an

awareness of business issues, processes, and outcomes as they impact the organization

and the customer.

• Understands basic business fundamentals - how own job fits in relation to the

bottom line

• Understands tactical business fundamentals and incorporates them into decision

making

• Is aware of general economic conditions and competitive impact on organization

and

customers

• Thinks in strategic terms when evaluating own strategic actions against

organization

strategic goals

• Proactive in planning actions to align with organizations strategic goals and to

meet

external events

Teamwork and Cooperation - Working co-operatively with others, being part of a

team, working together, as opposed to working separately or competitively.

• Co-operates by participating with others in doing own share of work.
• Keeps others informed of relevant or useful information.
• Expresses positive expectations of team members.
• Encourages group members to contribute.
• Values and solicits ideas and opinions from others.
• Assists others in the accomplishment of team goals.
• Acts to promote positive climate, good morale, and cooperation within the team.
• ⇒ Brings team conflict out into the open and encourages or facilitates a beneficial

resolution

Performance Planning, Feedback & Evaluation - Enabling and developing direct

reports through effective use of the Performance Management and Employee Development

processes. Demonstrates competency in such activities as goal setting, training and

development, career planning, performance coaching and performance evaluation.

• Novice: Limited understanding; is given clear and specific instructions to get job

done.

• Working Knowledge: Understands enough to independently handle most tasks in

this area most of the time but is supplied with direction for work objectives.

• Experienced Knowledge: Technically experienced and fully competent; can

exercise independent judgment regarding all technical issues; understands how

area of knowledge relates to broader issues.

• ⇒ Expert Knowledge: Specialist knowledge of the area; is relied on for guidance.
• Teaching Knowledge: Understands which aspects of this knowledge area need

to be transferred to others to achieve

Project Management - The ability to plan and organize resources to deliver required

objectives in a defined situation.

• Novice: Limited understanding; is given clear and specific instructions to get job

done.

• Working Knowledge: Understands enough to independently handle most tasks in

this area most of the time but is supplied with direction for work objectives.

• Experienced Knowledge: Technically experienced and fully competent; can

exercise independent judgment regarding all technical issues; understands how

area of knowledge relates to broader issues.

• Expert Knowledge: Specialist knowledge of the area; is relied on for guidance.
• Teaching Knowledge: Understands which aspects of this knowledge area need to

be transferred to others to achieve organizational goals; plays a role in transferring

skills and knowledge to others.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

College degree, minimum of 2 years management experience from an IT-enabled

company