Operations Lead, Asset Coordinator

Xerox; Cebu City; On-site; PHP 446,400 - 669,600; Full time

Job summary

Xerox is looking for an Operations Lead in Cebu City, Philippines. The role requires an experienced professional to oversee day-to-day operations, ensuring quality and performance while supporting team initiatives.

The Operations Lead will be responsible for escalations, technical consultations, and training. Ideal candidates must possess strong leadership, analytical, and communication skills, alongside proficiency in Microsoft Office.

Qualifications

• Strong analytical skills using various problem-solving methods.
• Quickly learn different system-driven tasks.
• Excellent written and oral communication skills.

Responsibilities

• Act as the Operations Lead on the core function/shift/geography assigned.
• Provide consultations to internal or external teams.
• Support the Operations Manager in operational tasks.
• Conduct Root Cause Analysis for escalations.
• Perform quality audits and metrics tracking.

Skills

Leadership abilities

Analytical skills

Excellent communication skills

Interpersonal skills

Proficiency in Microsoft Office

Multitasking

Attention to detail

Tools

Microsoft Office

Hyper-automation tools

Job description

Job Purpose / Mission / Summary

The Operations Lead (OL) is an integrated management and process+systems expert responsible for a wide range of activities to support the business. They are the first–level points of contact for the team, geography, and stakeholder assignments, delivering escalation resolution.

They support day‑to‑day operations, including team performance and quality management objectives, and serve as the definitive source of knowledge for the geography, enhancing organizational efficiency and ensuring that defined requirements are met.

The role is accountable as the subject matter expert to the L1/L2 Specialists and the assigned team or process; it serves as a technical consultant, coach, and trainer, supports initiatives of the Process Analyst on process governance and continuous improvements, and acts as backup or overflow support for the assigned function. The person is also responsible for operational supervisory transactions related to the core function in support of the Operations Manager.

Key Roles & Responsibilities

• Act as the Operations Lead on the core function/shift/geography assigned.
• Provide consultations to internal or external teams requiring technical or process expertise.
• Provide supervisory floor support to operations for all business‑related activities and issues.
• Support the Operations Manager in all operational aspects of the role.
• Collaborate with other Operations Leads, project managers, and stakeholders to ensure alignment for business objectives and requirements.
• Conduct initial investigation and Root Cause Analysis for the resolution of escalations and operational issues.
• Serve as the primary escalation contact, particularly for large‑scope stakeholder management.
• Identify chronic process and system issues and work with Process Analysts for resolution.
• Work with Tech Ops, Business Applications Support, and IT/EBA for timely issue resolution.
• Support governance activities to ensure process adherence and business controls compliance.
• Perform quality audits and metrics tracking for current or new process rollouts.
• Conduct User Acceptance Tests for process changes.
• Serve as a Technical Coach and Process Trainer.
• Conduct technical coaching and process mentoring for targeted specialists.
• Co‑develop process training and training materials.
• Conduct onboarding or refresher process training.
• Support the Operations Manager in developing the Training Needs Analysis (TNA).

Other Responsibilities

• Execute day‑to‑day transactions of the prescribed processes according to standard and global policy and procedures.
• Act as backup and overflow support for operational specialists and the Process Analyst as needed.
• Act as backup to the first‑level Operations Manager as required.

Competencies, Skills, Knowledge & Abilities

• Quickly learn and become an expert in different system‑driven tasks and flows, including hyper‑automation systems.
• Leadership abilities to direct, coach, and mentor.
• Strong analytical skills using various problem‑solving methods and systems.
• Excellent written and oral communication skills; ability to communicate with international counterparts and internal stakeholders.
• Well‑developed interpersonal skills; ability to work well with diverse personalities.
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, Visio); knowledge of Access and hyper‑automation tools is a plus.
• Ability to multitask efficiently and meet deadlines under stress.
• Attention to detail and systematic problem‑solving abilities.
• High energy level, comfortable performing multifaceted projects alongside normal activities.
• Ability to establish credibility and make decisive, informed decisions while supporting organizational priorities.
• Strong focus on the customer and operational aspects of the business.
• Sound administrative skills.