Advisory Services Operations Manager - Legal

at  Ricoh

QUALIFICATIONS (EDUCATION, EXPERIENCE AND CERTIFICATIONS)

• 4 year college degree preferred or equivalent experience.
• 5 years direct management experience preferred.
• 2+ years of project management experience strongly preferred.
• ITIL Certification recommended
• A proven track record in marketing new products and services including standard and advanced services & solutions.
• Must have a proven track record of relationship building with both internal and external customers.Must have a demonstrated high level knowledge and understanding of technology (networks, security, print servers and print devices).

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate both orally and in writing and to effectively communicate with all levels of management, outside vendors, employees, and customers.
• Strong ability for self-direction and shows a high degree of initiative.
• Strong customer relations skills.
• Project management experience.
• Ability to prioritize.
• Must be highly motivated and able to handle multiple assignments and operate effectively in a fast paced environment.
• Ability to utilize standard software applications.
• Well versed and visibly displaying Problem Solving skills
• Well versed and visibly displaying Knowledge of Products & Services.
• Well versed and visibly displaying Analytical Skills.Well versed and visibly displaying the skill or knowledge to independently support the following; PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, Vertical Knowledge/Training for applicable accounts.

Develops People

• Promotes effective use of internal recruiting and selection process to attract and hire talent.
• Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for direct and indirect EAO resources.
• Arranges assignments, training and other experiences to build team members’ learning, development and job satisfaction.
• Provides strategic development for direct and indirect management of up to 200 employees within enterprise portfolio.
• Establishes goals, clarifies roles and responsibilities and holds work group members (Internal/External) accountable.
• Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
• Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh Recognizes program.
• Creates high performing teams through effective feedback, recognition and compensation management.
• Confronts performance issues and collaboratively establishes steps for improvement including the courage to take corrective action when necessary.
• Serves as a mentor to team members and other departments and leads by example.
• Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.

Customer Relations

• Develops strategic relationships beyond initial contact to build foundation for customer partnership.
• Advocate as voice of the customer by creating and directing cross-functional teams to quickly prioritize actions that create maximize value and enhance customer partnership
• Identify gaps in service delivery and adjust process documentation to work within the client and Ricoh framework
• Uses several methods to analyze complex problems, identify root cause and determine optimal solutions in the resolution of account issues to ensure complete customer satisfaction.
• Facilitates meetings with key customer contacts inclusive of contractual obligations, current initiatives and strategic business planning
• Create template and cadence to ensure alignment with contractual requirements and value add reporting

Operational Effectiveness

• Responsible for approximately $13M in Enterprise Services revenue and associated gross profit and contribution.
• Drives customer global operation strategy by collaborating with key internal and external team members to implement the solution or initiative.
• A SME in the EAO Program standards; tools, processes and best practices.
• Ensure that all EAO Program initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices
• Demonstrates working knowledge of Ricoh and is consulted as an advisor on internal structure.
• Facilitates a regular cadence for internal communications (Best Practices, Challenges, and Opportunities) with all appropriate functional areas (sales, PS, TS MS etc.)
• Responsible for identifying, improving performance, productivity, efficiency and profitability through the engineering/reengineering and implementation of effective best practices and strategies in support of building customer value
• Inspect and ensure execution of certification, adherence to service delivery standards and identify areas for continuous improvement
• Implementation of the Core Team processes Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy and internal and external CAD for assigned accounts
• Oversight of Ricoh’s on-boarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectation & satisfaction.
• Participate in the creation and management of implementation plans for assigned accounts.
• Establish and identify applicable reporting packages based on customer requirements.
• Implement change management strategies that support Ricoh’s short and long term business strategies

Opportunity Identification

• Maintains a continuing education of new products and services to identify and apply knowledge to service growth opportunities
• Validate new opportunity, bring resources and tools to assure execution in a timely fashion
• Participate in team selling model in support of US and OUS activities. Interface with other Global/Region teams in support of customer.
• Finance/Billing
• Ensures profitability of all assigned accounts down to individual site locations. Identifies sources of poor profitability; works with appropriate resources to make changes and restore profitability.

• Oversees billing and ensures accuracy for assigned accounts. Escalates concerns to the appropriate resource within customer admin. Works with A/R to resolve collections issues with assigned customers.Performs other duties as assigned