The Operations Executive is a shared services roleidentified to support asset management, billing and reporting activities to theIO 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
The position is a support role with accountability forpartnering with the account team to providing asset management, billing,reporting / analysis, driving standardization and consistency across alignedaccounts.
The position interacts with internal stakeholders and withclients.
Main Responsibilities :
Operational Tower Specific
Billing and Meter Read Management management of thecustomer billing process starting from the management of meter reads throughoutthe month and finishing with the creation of the invoice
Asset Management Device management within Xerox specifictool suite (proactive database maintenance, system updates, MACDs, connectivitymanagement, etc.
Organizing the logistics of machine moves - liaising withthe LSP and client regarding delivery / removal of kit. Run periodicreconciliation between systems to ensure accuracy.
Reporting Creation of customer facing managementinformation 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 unitby maintaining Xerox governance standards;
Manage escalations and offer assistance common issues
Carry out quality checks to ensure quality standards aremaintained
Involvement in issue resolution for internal and externalissues;
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 doneprofessionally and timely;
General knowledge of Xerox’s structural workings and whatwe sell.
Candidate Background : Skills, Knowledge and Abilities :
Language competency good level of English;
Ability to convey concepts and ideas effectively to avariety 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 deliveryorganization
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 followingtraining;
MS skills good level of Excel, knowledge of MS Access is aplus;