About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

OVERVIEW :

The Imaging Operations Manager oversees the day to day Xerox operations at the Montreal Imaging Center, which serves various clients’ document conversion needs (scanning, indexing and associated document processes) in Canada. In charge of managing Service Level Agreements (SLAs) for the various client requirements, and provides leadership, management and support to the team of 20+ Xerox employees who deliver world class service to our imaging clients each day.

PRIMARY RESPONSIBILITIES :

Fall into 2 key areas – customer focused service delivery, and people management and leadership.

CUSTOMER FOCUSED SERVICE DELIVERY -

• Owns delivery of service at Montreal – through the management of a team of Delivery associates.
• Provides a focus for SLA management and customer satisfaction for the imaging clients served at Tapscott. Ensures timely measurement, reporting and communication of SLAs through operational governance meetings with key contacts
• Drives continuous and measurable improvement of productivity resulting in increased cost effectiveness and value. Leverages LSS to drive these improvements. Must be able to report on and articulate these savings to the clients.
• Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
• Ensures robust tools and - where relevant - technological platforms are in place and effectively leveraged to support customer environment and best service solution.
• Communicates effectively with clients in both oral and written form (in both French and English) , ensuring that clear expectations are understood.
• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of procedures in line with Service Delivery governance guidance

PEOPLE MANAGEMENT AND LEADERSHIP -

• Directly manages Account Associates
• Leads, motivates, mentors and develops Account Associates directly and/or indirectly to build business capability. Ensures high calibre people are in the right roles in the operation and continuously improving the calibre of people through selection and development activity
• Oversees the integration of all service delivery teams and constantly improves the quality and inter-working of the whole team, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Champions and fosters team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability

QUALIFICATIONS, ABILITIES & SKILLSETS:

• Able to communicate well in both French and English and in both spoken and written form in both languages
• 3-5 years experience as a people manager in a service delivery role or equivalent role
• Demonstrated ability to lead, coach, mentor and motivate employees
• Experience with various tools and processes to enable world class delivery
• Demonstrated organizational skills
• Strong excel skills and ability to analyze data to make business decisions
• Demonstrated resilience in times of change, transition and challenging business situations