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OPERATIONS MANAGER, WORK ORDER MANAGEMENT

Business Area: Onboarding to Resolution – Order Management

Job Purpose/Summary:

The Operations Manager position has the responsibility of overseeing the day to day Work Order Management, Debrief and Service Delivery operations that are carried out in the Onboarding to Resolution end-to-end process. 

The role involves working at an operational level with the O2R operational execution teams, the O2R process team, Service Delivery stakeholders, other GBS and business functions, Lexmark partners and end customers. 

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 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
  • STRATEGIC PROJECTS
    • Supports new strategic projects
    • Participates in UAT 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
    • Provides training to employees, as needed
    • Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience.
    • Others, as assigned

Other Operational Responsibilities:

  • Work 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 sa 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 company

You may send your application to recruitment@lexmark.com.