Operations Manager

Xerox; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Xerox is seeking an Operations professional to support second-line management, define performance metrics, and drive day-to-day order management. The role focuses on governance, escalation handling, and KPI oversight to ensure delivery targets are met.

Responsibilities include continuous improvement initiatives, data analysis for root-cause analysis, and collaboration with the process and operations teams on strategic projects and staff development.

Qualifications

• Analytical mindset with ability to perform data-driven root-cause analysis.
• Experience in driving process improvements and efficiency initiatives.
• Ability to manage performance metrics and governance within operations.
• Comfort with coordinating cross-functional teams and stakeholders.

Responsibilities

• Supports the second line Manager and SPL in defining metrics and governance.
• Executes day-to-day work order management activities and resolves escalations.
• Governs KPIs and reviews performance with internal stakeholders.
• Drives process improvement projects with the process team.
• Provides training and staffing development.
• Supports new strategic projects and UAT sessions.

Skills

Analytical thinking

Process improvement

Leadership

Performance management

Job description

Job Description:

Description & Requirements

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS

OPERATIONS EXECUTION

• Supports the second line Manager and SPL in defining performance metrics and business governance, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets.
• Executes and manages the day-to-day work order management operational activities
• Manages and drives resolution of customer and partner escalations.
• Governs the operational KPI (Key Performance Indicators) and reviews internally and to stakeholders.
• Analyzes data and performs root cause analysis and corrective action of issues, identifying top pain points.
• Drives process improvement projects in collaboration with the process team.
• Supports and develops the people in the organization.

CONTINUOUS IMPROVEMENT

• Supports the process team in continuous improvement initiatives.
• Brings process efficiency opportunities to the process team.
• Implements processes as defined by the process team.
• Works closely with the Operations Manager of the other sub-processes and other GBS end-to-end teams
• Recommends reporting enhancements to better support the operations.
• Analyzes data to effectively introduce/recommend solutions to problems

STRATEGIC PROJECTS

• Supports new strategic projects
• Participates in UAT (User Acceptance Testing) sessions
• Manages adoption of new strategic projects by the team
• Provides relevant data and information in support of strategic projects, as required

OTHER RELATIVE DUTIES ASSIGNED

• Provides training to employees, as needed
• Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience.
• Others, as assigned

OTHER OPERATIONAL RESPONSIBILITIES

• Work environment - provides a work environment that engenders positive energy, creativity, and teamwork amongst employees, ensuring safety in the workplace.
• Institute rules - manages staff in accordance with company rules and procedures.
• Establishes departmental rules and procedures and creates work schedules that ensure achievement of departmental key objectives.
• Performance management - executes performance management process in accordance with Lexmark and department policies. Develops organizational capability looking at structure and competency of staff.
• Operational effectiveness manages daily operations to ensure quality output up to the companys standards. Plans, manages, and maintains systems and procedures for operating effectively and with efficiency.
• Organizational leadership - conducts continual analysis and evaluation of strategic information. Play a significant role in long-term planning, including an initiative geared toward operational excellence.
• Communication - facilitates internal and interdepartmental communication. Provides meaningful reporting to senior management in a timely and effective manner.
• Financial management - manages department’s budget according to establish budget controls.
• Recruiter - responsible for hiring, training and coaching employees.
• Other assigned duties relative to the job.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES

Commitment to Continuous Learning - taking actions to improve personal and professional skills, knowledge, and abilities, may require self-directed, self-paced learning or ensuring that you are always at the leading edge of field.

• Analyzes own performance, prepares, and follows personal development plan, takes short-term actions to improve performance in current job
• Keeps current in own field of expertise taking initiative to understand up to date information, best practices
• Actively seeks feedback from others, integrates feedback into personal development plan and modifies thinking and behavior
• Pursues long-term development plans by independently analyzing future requirements in personal career goals or industry direction

Conceptual Thinking - Ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations. It includes using creative, conceptual, or inductive reasoning.

• Uses basic skills and knowledge of past experiences to identify problems.
• See patterns between current and past situations; point out patterns, trends, or missing information to