Delivery Account Operations Supervisor

2 months ago

Chandigarh, India Xerox Full time

City- Chandigarh- State/Province- Haryana- Country- India- Department- Service Delivery- Date- Monday, July 24, 2023- Working time- Full-time- Ref#- 20030811- Job Level- Executive Manager- Job Type- Experienced- Job Field- Service Delivery- Seniority Level- Associate**Description & Requirement**:
**About Xerox Holdings Corporation**Location**: Chandigarh**

**Shift : Rotational**

**Experience **:Min 6 Years of Experience with at least 3 years in People Management role**

**Purpose of role**

Assistant Manager Production ensures that the processes are being followed and that teams are facilitated collaboratively to continuously improve these processes. Responsible for managing a team of people, which involves both the engagement and development of these people. Set targets for production deliveries and maintain high standards of resource utilization.

Capacity planning, resourcing/staffing & allocation to accounts, process adherence, KPI management. Keep the team engagement with Xerox Strategy, support development path for team members and nurture talent. Also, as an Operations lead, support a healthy P&L by managing margins, costs, assist in budgeting and forecasting. Also should support project deliveries including delivery assurance, quality assurance, client delivery and relationship management; while strategy responsibilities lie in ops plans and strategy support.

Also, uses initiative to proactively suggest areas for improvement in financial, commercial and process based areas.

Pro-actively drives programmes to ensure that all approved actions are completed and that they achieve the desired results within Service Delivery. Requests revisions to policies, processes, procedures and plans where necessary. Develops and propagates knowledge of improvement actions to improve organisational learning.

Supports the Service Delivery reviews of new client opportunities to provide delivery validation to the solution architects. Working closely with the country delivery leads.

**Scope of role**:
Overseeing the operations and successful resolution of high profile client service delivery problems service delivery or service transformation across scan & capture contracts.

The role has significant virtual leadership responsibilities of diverse teams. Interfaces with clients and central scan & capture teams as well as other internal functions such as Software Technology as required.

Areas of expertise and focus:

- Seamlessly manage day to day content capture production and meet & exceed SLAs
- Be a member of a monthly community of practice ensuring the timely distribution of outputs and escalation of issues as appropriate
- Promote innovation in the content capture accounts and share best practice with other Scan & Capture capability sites (UK, France etc)
- Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans
- Ensures consistent understanding of the strengths and barriers to success for joined up delivery of service to clients
- Is able to align client expectations with the Xerox service delivery capability and service improvement initiatives, able to effectively communicate internally and externally
- Provides expert problem and major incident management leadership to difficult, high profile customer issues and escalations (e.g. ORCs)
- Programme manages - and monitors the implementation of - process maturity standards within the relevant account base in line with the Global Service Excellence direction. The consistent implementation of best practice processes provides a foundation for enhanced quality of service at best cost.
- Ensure Global Service Delivery model is in place and used across all delivery centres.
- Support programmes that deliver service improvement, service innovation and productivity improvements resulting in enhanced value for customers and protecting margin for Xerox
- Supports account facing Service Delivery Managers in complex escalations and / or deployments and advises on the most efficient and cost effective ways to deliver quality service
- Takes an active role in overseeing the integration of all relevant service delivery units and takes decisive steps to improve the quality and inter-working of the whole ‘virtual’ service team, including other Xerox service partners and suppliers to safeguard a seamless end-to-end delivery of service for clients
- Looks for simplicity, centralization and rightshoring opportunities across accounts / teams.
- Oversees and monitors that - when relevant - the account Service Delivery Manager and the account team implement corrective action plans and follow these through to successful resolution
- Ensures and monitors that root-cause analysis of client service issues is conducted and learning is shared and applied for future benefit
- Is able to support the sales pipeline by being an expert in delivery and able to communicate effective service delivery and servic

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