Senior Manager - Operations Offsite Services at Ricoh USA, Inc. in Cleveland, OH
Qualified candidates for this position should be fully vaccinated by 1st day of hire for the Covid virus. Ricoh will evaluate requests to reasonably accommodate qualified candidates who have not been vaccinated because of a disability or sincerely held religious belief, practice, or observance. POSITION PROFILE Provides strategic direction, leadership and oversight over Services' offsite operations and its execution. Under this responsibility, the Area Director Operations (ADO) has direct responsibility over Managed Services offsite operations, its respective team members along with the attainment of each discipline's business objectives. The ADO is assigned specific BIS locations that may be aligned with one or multiple Sales Districts providing operational and executive coverage for Ricoh Americas Corporation. BIS Operations Managers have a straight-line reporting relationship into the ADO or MSAD. The ADO will be responsible for managing their primary location and handling all OM functions. Responsible for coaching, motivating, training, and advising the Managed Services offsite organization to successfully achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives. JOB DUTIES AND RESPONSIBILITIES Identifies and propagates Services' strategies, vision and leads business execution along with best practices. Accountable for being the central point of contact relative to offsite Services' operations Ensures the integration of on-site and off-site services within the Area, Sales, along with other business groups. Owns the orchestration and execution of business objectives. Maintains a direct relationship with the District Vice Presidents(s), as well as, Marketplace Vice President(s). Serves as the Area Offsite Services operations sponsor in addition to corporate interface; communicates program policies and capabilities. Increases Area Services revenue growth and profit contributions by supporting sales growth opportunities, implementing revenue growth strategies and executing cost control measures, consistent with Area and company goals. Works with Sales leadership to develop growth strategies that increase combined return on sales, customer base and copy growth. Makes customer calls to evaluate customer services levels, market trends and customer satisfaction levels. Acts as Services' Executive Sponsor for top tier customers. Responsible for achieving revenue, OI and cost targets while delivering high quality service in Ricoh's offsite services operations. Responsible for the management of Ricoh's BIS operations. Manages the field operations teams to deliver on established financial targets. Maintains knowledge of all aspects of Ricoh's offsite service delivery model including highly technical workflow solutions, including but not limited to EDD, BPO/BPA and other commercial workflow applications. Able to quickly determine appropriate technology and workflow to apply to complex customer workflow challenges to establish profitable, repeatable solutions relevant to Ricoh's client's business challenges. Implement training and action plans to ensure that locations achieve all financial and administrative goals. Responsible to maintain consistent security and risk mitigation focus to ensure high quality service to Ricoh's clients while controlling risk associated with highly technical solutions performed outside of Ricoh's client's locations. Proper focus to the maintenance of HIPPA, HITECH, Chain of Custody, and other applicable controls of client information is a key expectation. Inspect Best Practices Compliance in all locations ensuring customer satisfaction through product quality and deadline compliance. Drive effective interaction between field operations and national operations teams ensuring client satisfaction and sales confidence. Complete and follow up on all required paperwork. Monitor use of all forms. Roll out any new national programs Provide on-going training and development of field operations teams. Spends significant time observing trends in field operations and advises management on needed changes to Best Practices to adjust to the current business. Hires and qualifies Operations and Shift Managers and maintains succession planning and bench strength for running operations and shifts. Works closely with sales leadership to ensure headcount plans are up to date and appropriate for current business trends. Ensure administrative compliance by reviewing monthly COA/COC audits and taking action where needed. Fosters collaboration among operations teams to identify and share solutions to operational issues. Performs other duties as assigned QUALIFICATIONS (Education, Experience, and Certifications) Requires 4-year college degree or equivalent work experience. Requires minimum of 5 years related experience. Experience in document indexing and managing indexing personnel/data X Prior experience as a BIS Operations Manager. Multi-unit management
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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