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JOB PURPOSE/MISSION/SUMMARY:


Under the general supervision of the Second Line Operations Manager, the Operations Manager runs the day-to-day operations of his assigned business unit(s), ensures smooth operation within the boundaries of his KPI’s of various processes that contribute to the delivery of the services responsible for. Finds ways to make the company more productive and cost effective by providing effective methods in its business operations.


KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:


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.