Business Area: Onboarding to Resolution - Customer Data Management

Job Purpose/Mission/Summary:

The Business Operations Manager (BOM) role is focused on ensuring that WW Managed Print Services (MPS) processes are executed in accordance with Lexmark’s capabilities and contractual obligations to its customers as defined by the Customer Statement of Work (SOW).  The Business Operations Manager (BOM) is responsible for understanding Lexmark’s global processes and systems in great detail and function as the “Subject Matter Expert” in the back office support for operational practices. The Business Operations Manager (BOM) works closely with the GEO operations teams, Shared Services Centre, WW Operations teams, and other cross functional Lexmark resources to execute defined services, and ensure accurate & timely contract setup, and ongoing contract management oversight and governance.  Duties includes day to day activities which can come from New, CPA, Amendment, Modification contract requests, escalations, on-demand adhoc reporting and providing input and recommendations for ensuring global alignment to operational practices and customer contractual requirements.

Key Roles and Responsibilities:

  • Provide on request consultation/guidance to Lexmark pre-sales team on capabilities and services and assures compliance with Lexmark strategies and processes.
  • Responsible for contractual interpretation and management of customer requirements as defined in a Managed Services Statement of Work, including ongoing contract maintenance/change management.
  • Coordinate implementation of customer setup requirements with Customer Operations and back office teams.
  • Direct interaction with various cross functional teams as needed to provide resolution support & analysis for concerns regarding consumables, entitlement, billing, and other general account issues.
  • Support WW system and/or process changes, participate in continuous improvement activities/projects, test end to end process improvements/changes and training as needed under EMEA SME support & guidance.
  • Provide visibility & confidence to other Country Operations team that expected customer service (Lexmark back office activity) is delivered according to contract and under control.
  • Work closely with and gain functional guidance from the different Operations Control Towers Mgrs in Countries, to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations.
  • Coordinate and drive Billing Issues resolution with our back office teams.
  • Monitor Monthly and Quarterly Account Invoice Completion.
  • BOM can act as a Global Lead BOM / GEO Lead BOM depending on experience.
    • Global Lead BOM • Account has sales in multiple GEOs or sales in multiple sales org. in multiple GEO-s (if in one GEO – no need for Global Lead BOM, rather GEO Lead BOM or GEO BOM)
    • Geo Lead BOM • GEO Lead BOM will be determined based on account ownership in lead country (and take into consideration the same criteria used for Global Lead BOM) . Decision to be made by GEO BOM Manager.

Education, Experience & Certifications Basic Requirements:

  • Position involves the use of developed interpersonal skills and significant operations experience (average 5+ years or more).
  • Bachelor degree from a credited institution.
  • Must have a working knowledge of Siebel and/or SAP Lexmark systems.
  • Developed transactional process skill.
  • Project management skills.
  • Understanding of analytical tools and project management tools. Experience with MS Project, Visio and MS Office experience is desired.
  • Excellent communication and presentation skills, both oral and written.
  • Strong working knowledge of "process development" and "gap analysis techniques".
  • Proven problem solving experience and process improvement.
  • Ability to work with virtual teams from multiple geographies and influence the same at a peer and management level.
  • Experience working with Lean Six Sigma and/or Belt certification helpful.

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