Job Description
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.
JOB PURPOSE/MISSION/SUMMARY:
The Operations Lead (OL) is an integrated management and process+systems expert role responsible for a wide number of activities to support the business. They are first-level points of contact for the team/geography/stakeholder assignments, where they will deliver escalation resolution.
Depending on the area assignment, they support the business with the day-to-day operations, including the team's performance and quality management objectives and/or serve as the definitive sources of knowledge for the geography who contribute their expertise to enhance organizational efficiency and ensure defined requirements are met.
The role is accountable as the subject matter expert to the L1/L2 Specialists and the assigned team or process; being the technical consultant, coach, and trainer; supporting initiatives and activities of the Process Analyst on process governance and continuous improvements; and acting as a back-up or overflow support of the assigned function. The person is also responsible for operational high-level supervisory transactions related to his/her core function in support of the Operations Manager.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:
Act as the Operations Lead on core function/shift/geography assigned.
Provide consultations to internal or external teams that require the technical or process or E2E expertise
Provide supervisory floor support to operations for any business-related activities & 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/requirements.
Conduct initial investigation and Root Cause Analysis for the resolution of escalations and operational issues.
Be the primary escalation contact for the operations managers with the stakeholders, as needed, particularly when there is a large scope and stakeholder management from the operations manager.
Identify chronic process and system issues and work with Process Analyst for resolution.
Work with Tech Ops, Business Applications Support and IT/EBA for timely and effective issue resolution.
Work with Process Analysts for process improvement activities.
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.
Technical Coach and Process Trainer
Conduct technical coaching and process mentoring to targeted specialists in the organization.
Co-develop process training and training materials.
Conduct on-boarding or refresher process training.
Support the Operations Manager in the development of the Training Needs Analysis (TNA)
Other Responsibilities
Execute day-to-day transactions of the prescribed processes according to the standard and global policy and procedures.
As needed, act as the back-up and overflow support to the operational specialists.
As needed, act as the back-up and overflow support to the Process Analyst.
As needed, act as the back-up to the 1st level Operations manager
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
Ability to quickly learn and become an expert in different system-driven tasks and flows. Including current hyper-automation systems that can enable increased efficiency.
Leadership abilities to direct, coach, mentor.
Must be able to learn processes and system to a great level of detail.
Must be able to multitask efficiently. Must work well with deadlines and other job stresses.
Must be proficient in other Microsoft Office applications: Word, PowerPoint, Excel, Visio; knowledge on Access and hyper automation tools is a plus
Professional and excellent written and oral communications skills; Individual will need to constantly communicate with international counterparts and internal customers / stakeholders.
Strong analytical skills using various problem-solving methods and systems necessary.
Well-developed interpersonal skills. Ability to get along well with diverse personalities; mature-flexible.
Pays attention to details of areas affecting incoming work and affected by outgoing work product.
Systematic, strong analytical, organizational, and reasoning abilities.
High energy level, comfortable performing multifaceted projects in conjunction with normal activities
Ability to establish credibility and be decisive-but able to recognize and support the organization's preferences and priorities.
Strong focus on the customer and the operational aspects of the business
Sound administrative skills.
