Operations Executive

In the era of intelligent work, we’re not just thinking about the future, we’re making it. Xerox Corporation (NYSE: XRX) is a technology leader focused on the intersection of digital and physical. We use automation and next-generation personalization to redefine productivity, drive growth and make the world more secure. Every day, our innovative technologies and intelligent work solutions—Powered by Xerox ®—help people communicate and work better. Discover more at www.xerox.com . 

Purpose:

The Operations Executive is a shared services role identified to support asset management, billing and reporting activities to the IO business organizations.

He/she will have focus on the following:

• Delivery of service that meets SLA and delights the customer
• Developing strong relationships and teams
• Supporting the achievement of productivity improvements
• Contributing to service transformation

Scope:

• The position is a support role with accountability for partnering with the account team to providing asset management, billing, reporting/analysis, driving standardization and consistency across aligned accounts.
• The position interacts with internal stakeholders and with clients.

Operational Tower Specific

• Billing and Meter Read Management – management of the customer billing process starting from the management of meter reads throughout the month and finishing with the creation of the invoice
• Asset Management – Device management within Xerox specific tool suite (proactive database maintenance, system updates, MACDs, connectivity management, etc.). Organizing the logistics of machine moves - liaising with the LSP and client regarding delivery/removal of kit. Run periodic reconciliation between systems to ensure accuracy.
• Reporting – Creation of customer facing management information packs for nominated accounts (SLAs, volumes, costs, incidents, etc.); Calculation of Service Credits for nominated accounts

Operational Tower General

• Ensure an efficient operation of the service delivery unit by maintaining Xerox governance standards;
• Manage escalations and offer assistance common issues
• Carry out quality checks to ensure quality standards are maintained
• Involvement in issue resolution for internal and external issues;

Main responsibilities:

• Solves problems brought to their attention by the customer (internal or external);
• Contribute to more efficient work processes;
• Help creating and maintaining process documentation;
• Supports achievement of contracted SLAs and KPIs;
• Adherence to agreed processes;
• Management of emails, phone calls to be done professionally and timely
• General knowledge of Xerox’s structural workings and what we sell.

Candidate Background:

• Language competency – good level of English;
• Ability to convey concepts and ideas effectively to a variety of audiences;
• Good communication skills both verbal and written;
• Ability to liaise with clients;
• Proactive approach and self-motivated
• Ability to build strong relationships with remote delivery organization
• Attention to detail;
• Familiarity with relevant service offers is a plus
• Understanding of workflow processes and ability to adapt
• Strong IT skills - capable of using multiple Xerox systems following training;
• MS skills – good level of Excel, knowledge of MS Access is a plus;