L2 Consumables Management Operations Manager | Hybrid

Lexmark Research & Development Corporation; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Lexmark Research & Development Corporation seeks a Second Line Operations Manager to provide strategic leadership for the Consumables Management organization. You will oversee operational excellence, KPI achievement, workforce planning, and cross-functional collaboration across global teams.

You will drive continuous improvement, ensure compliance, and manage senior stakeholder relationships while shaping long-term operating models and investment priorities.

Qualifications

• Bachelor's Degree in Business, Engineering, Information Technology, Operations Management, or related field.
• Minimum 8 to 10 years of experience in Shared Services, BPO, IT-BPM, Operations, or Service Delivery environments.
• Minimum 5 years of people leadership experience managing managers.
• Experience leading global or regional teams is preferred.
• Experience in stakeholder management and executive-level communication.
• Strong background in business transformation, operational excellence, and continuous improvement.

Responsibilities

• Own overall operational performance and service delivery results of the Consumables Management organization.
• Establish operational goals, governance mechanisms, and performance frameworks aligned with business objectives.
• Provide leadership and direction to Operations Managers to ensure achievement of service, quality, productivity, and customer satisfaction targets.
• Monitor and govern KPIs, SLAs, customer commitments, and operational health metrics.
• Lead regular business reviews with stakeholders, process owners, and executive leadership.
• Drive risk management, business continuity, and compliance activities across the organization.
• Lead cross-functional efforts to remove operational barriers and improve customer experience.
• Lead workforce planning, recruitment, and resource allocation decisions.
• Foster a high-performance culture focused on accountability, collaboration, and innovation.
• Present operational performance, risks, opportunities, and strategic recommendations to leadership.
• Drive alignment between customer requirements, process governance, and operational execution.

Skills

Operational leadership

Strategy & planning

Stakeholder management

Continuous improvement

Lean Six Sigma

Education

Bachelor's Degree in Business, Engineering, IT, Operations Management

Job description

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

JOB SUMMARY:

Under the general direction of the Global Process Lead and Site Process Lead, the Second Line Operations Manager provides strategic leadership, governance, and oversight for the Consumables Management organization. This role is accountable for operational excellence, customer satisfaction, KPI achievement, workforce management, stakeholder engagement, continuous improvement, and organizational capability development across multiple teams. The position ensures alignment between business objectives, process standards, and operational execution while driving transformation initiatives and long-term service delivery strategies.

KEY ROLES & RESPOSIBILITIES:

OPERATIONAL LEADERSHIP & GOVERNANCE

• Own overall operational performance and service delivery results of the Consumables Management organization.

• Establish operational goals, governance mechanisms, and performance frameworks aligned with business objectives.

• Provide leadership and direction to Operations Managers to ensure achievement of service, quality, productivity, and customer satisfaction targets.

• Monitor and govern KPIs, SLAs, customer commitments, and operational health metrics.

• Lead regular business reviews with stakeholders, process owners, and executive leadership.

• Ensure consistent execution of global standards, policies, and operational controls.

• Drive risk management, business continuity, and compliance activities across the organization.

• Provide executive-level escalation support for critical customer, partner, and operational issues.

STRATEGIC PLANNING & BUSINESS MANAGEMENT

• Translate organizational objectives into executable operational strategies.

• Develop and execute annual operational plans, workforce strategies, and capacity management plans.

• Identify opportunities to optimize service delivery, productivity, quality, and cost.

• Establish long-term roadmaps that support growth, scalability, and operational maturity.

• Partner with process owners and global leaders in defining future-state operating models.

• Drive organizational readiness for new business requirements, process changes, and technology adoption.

CONTINUOUS IMPROVEMENT & TRANSFORMATION

• Champion a culture of continuous improvement and operational excellence.

• Sponsor automation, digital transformation, and process improvement initiatives.

• Lead cross-functional efforts to remove operational barriers and improve customer experience.

• Oversee root cause analysis and implementation of sustainable corrective actions.

• Drive adoption of Lean, Six Sigma, automation, reporting, and analytics solutions.

• Measure realized benefits from transformation initiatives and ensure business value delivery.

PEOPLE LEADERSHIP & TALENT DEVELOPMENT

• Lead, coach, and develop Operations Managers and emerging leaders.

• Build organizational capability through succession planning, workforce development, and leadership coaching.

• Drive employee engagement, retention, and culture initiatives.

• Establish clear performance expectations and ensure consistency in talent management practices.

• Lead workforce planning, recruitment, and resource allocation decisions.

• Foster a high-performance culture focused on accountability, collaboration, and innovation.

STAKEHOLDER & CUSTOMER MANAGEMENT

• Serve as primary operational leader for senior stakeholder engagement.

• Build strong partnerships with internal and external business partners.

• Present operational performance, risks, opportunities, and strategic recommendations to leadership.

• Drive alignment between customer requirements, process governance, and operational execution.

• Ensure timely communication and resolution of major service-impacting issues.

FINANCIAL & RESOURCE MANAGEMENT

• Manage operational budgets and resource plans.

• Ensure effective utilization of personnel, systems, and business resources.

• Identify cost optimization opportunities while maintaining service quality.

• Support business case development for investments, automation, and organizational growth.

STRATEGIC PROJECTS

• Lead large-scale operational and transformation programs.

• Sponsor UAT, implementation, and change management activities.

• Ensure successful transition and adoption of new tools, processes, and operating models.

• Provide executive sponsorship and governance for key strategic initiatives.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelor's Degree in Business, Engineering, Information Technology, Operations Management, or related field.

• Minimum 8 to 10 years of experience in Shared Services, BPO, IT-BPM, Operations, or Service Delivery environments.

• Minimum 5 years of people leadership experience managing managers.

• Demonstrated experience leading multiple operational teams and large-scale service delivery organizations.

• Experience in stakeholder management and executive-level communication.

• Strong background in business transformation, operational excellence, and continuous improvement.

• Experience leading global or regional teams is preferred.

Preferred Certifications

• Lean Six Sigma Green Belt or Black Belt.

• PMP, PRINCE2, or equivalent project management certification.

• Change Management certification preferred.