Senior Manager I, Operations Offsite Services

POSITION PROFILE

Provides strategic direction, leadership and oversight over Services' offsite operations and its execution.

Responsible for coaching, motivating, training, for the 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.

• Owns the orchestration and execution of business objectives.

• Responsible for maintaining relationships with their sales counterparts in the sales management team and engaging in leadership discussions around strategy or account management.

• Accountable for communicating programs, policies and capabilities.

• Increases revenue growth and profit contributions by supporting sales growth opportunities, implementing revenue growth strategies and executing cost control measures, consistent with company goals.

• Ensures customer service levels are established appropriately and consistently attained .Acts as a Services' Executive Sponsor for top tier customers.

• Demonstrates a sound understanding of the P&L and contributes to the monthly review of the P&L close process to ensure an accurate accounting of the financials.

• Participate in the monthly forecasting process with Finance.

• Maintains staffing to appropriate levels with quality personnel by interviewing, hiring, and by completing performance reviews; ensuring internal job openings are posted.

• Maintains positive internal working relationships with all department employees by communicating in a professional manner and by providing constructive feedback.

• Properly maintaining a facility ready for customer tours at all times 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 BPO/BPA and other commercial workflow applications.

• Able to quickly determine appropriate technology and workflow to apply complex customer workflow challenges to establish profitable, repeatable solutions relevant to Ricoh's client's business challenges.

• Implement training and action plans to ensure all financial and administrative goals are met.

• 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 HIPAA, HITrust PCI , Chain of Custody, and other applicable controls of client information is a key expectation.

• Inspect Best Practices Compliance ensuring customer satisfaction through product quality and deadline compliance.

• Hires qualified Operations and Shift Managers and maintains succession planning and bench strength

• Works closely with BIS leadership to ensure headcount plans are up to date and appropriate for current business trends.

• Ensure administrative compliance by reviewing all Ricoh and outside agency audits and taking action on any noted audit exceptions

• 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.

• Prior experience as a BIS Operations Manager. Multi-unit management experience is a plus.

KNOWLEDGE, SKILLS AND ABILITIES

• Possesses superior customer service skills and focus.

• Possesses excellent leadership skills along with the ability to be a strong influencer.

• Possesses demonstrated abilities as a strategic thinker, visionary and innovator.

• Possesses strong communication and facilitation skills.

• Is highly competitive and motivated to attain Ricoh goals, both qualitatively and quantitatively.

• Possesses the ability to give and receive feedback, recognize and act on customer needs, building rapport, and gaining closure.

• Possesses tact, charisma and the ability to negotiate.

• Strong, collaborative leadership skills to forge strategies among diverse teams and across business groups.

• Ability to solve complex problems and deal with a variety of concrete variables in situations where only limited information and/or standards exists.

• Possesses excellent oral communication skills by clearly presenting information.

• Possesses ability to motivate individuals and groups by creating a positive work environment, quality training, and mentoring.

• Displays good judgment, recognizes market trends by collecting, organizing and analyzing statistical data, maintains positive employee and customer relations, and creates an exciting work environment.

• Possesses independent judgment to make sound, justifiable decisions and take action in solving problems.

• Possesses ability to establish effective communication with direct reports by encouraging open and honest communication; receiving and giving feedback.

• Must have excellent follow-up and time management skills

• MS Word and Excel skills

• Sales and Operations management experience preferred

• Public speaking experience.

• Written communication skills.

• Ability to multi-task

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

• Travel to BIS locations, customer events, etc., is required.

• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction �· prepare, provide and convey diversified information.

• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity �· regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.

• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually

• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran