OPERATIONS MANAGER, O2R ORDER MANAGEMENT

Business Area: Onboarding to Resolution - Order Management

Job Purpose/Mission/Summary:

The Operations Manager position has the responsibility of overseeing the day-to-day operations that are carried out in the Onboarding to Resolution end-to-end process to drive productivity and cost effectiveness in the business operations.

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

Serves as the first point of contact for customers, partners, and internal front office teams for concerns and escalations on services sales order and work order activities. Provides operational management of order management activities for services customers, which include order entry through fulfillment, service claims, and dispatch to debrief of activities to service partners & technicians for break fix, proactive consumables, and installation activities. Ensures printers are fixed or installed or consumables are delivered in alignment to customer SLA requirement. Determines the status of the activities, technician schedules, maintains records of open activities, schedule changes, product enhancements or changes, product pricing and partner payment, while adhering to rules, audit requirements and international regulations for each customer/country supported. Ensures accurate entry of all required data for all orders into the CRM system. Maintains efficient, timely and effective communication with customers.

Key Roles and Responsibilities:

  • OPERATIONS EXECUTION
    • Supports the Global Execution Lead and Site Process Lead 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.

Competencies, Skills, Knowledge, and 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.
    • Sees patterns between current situation and past situation; points 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 attempt 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 so as 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 relati.on to the bottomline
    • 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 in order 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 in order to achieve organizational goals; plays a role in transferring skills and knowledge to others.

Education:

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

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

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