Job expirat
Overview of role, purpose, and scope
The Order to Collection Centre of Excellence (CoE) Manager role is a key business role responsible for delivering the outsourced activities of a country. The roles is responsible for ensuring the financial integrity of the processes managed, the controls compliance [both internal (ICE) and external (SoX)] and the day to day operational efficiencies required to run a multi country environment.
The span of control begins with the data entry of an Order and finishes with the cash receipts of a transaction being accurately received and matched in a timely manner.
The purpose of the role is to be the main interface of the Chief Administrative Officer managing the interaction between the country and the Functional Service Unit (FSU) delivering the service levels agreed, the cost structure determined and the operational targets deployed. The role is expected to bring best in class initiatives to drive year over year productivity, automation and suggested systems enhancements ensuring the longevity of the operation, organisation optimisation and continuous improvement expectations.
• Key components of success will include:
- Delivering operational excellence – SLA’s
- Delivery of cost initiatives
- Achievement of operational targets – KPI’s
- Customer satisfaction and retention results -
- Leadership and employee retention – Employee Satisfaction & Motivation
- Strong relationships (internally & externally) with senior leaders.- 360 degree feedback
Main responsibilities
Including day-to-day activities
- Strategic work face planning in a multi lingual environment
- Work load planning and process re-engineering to define Best in Class levels for each process managed
- Process Automation programs – owning the results
- Elimination of variance
- Lean and Six Sigma analysis of process gaps
- Ensure full compliance with all Controls metrics
Internal controls within Customer Administration and Sarbanes Oxley controls
Year over year controls improvement e.g. proportion of N rated controls reduces
Customer Satisfaction and Retention planning
- Meeting the retention targets
- Delivery of the Loyalty ratios
- Operational excellence
Achievement of monthly Operational Targets (e.g. Gross DSO, costs etc.)
Process Improvement actions to continuously improve.
- Client Relationship Management
Effective and efficient resolution of client / customer reported issues
Proactive solution generation to reduce queries
Reactive management to effectively close Customer complaints against SLA’s
- People and Resource Management
Talent Management - all HR activities for teams including recruiting, retention, succession planning, training, performance management, development, compensation/pay, team building, and recognition practices through the management team
• This person ideally has 10+ years or more of progressively responsible leadership experience, managing complex administration operations in a multinational organization
• This person has managed a CoE in a best/right shore environment
• Has experienced working with big BPO organisations.
• Strategic thinker and planner
• Ability to work in an international and multi-cultural management structure
• Effective in building relationships with constituencies and subordinates.
• Excellent written and verbal communication skills
• Flexibility to navigate successfully in a matrix management structure and rapidly changing organization
• Demonstrable track record in running high performing teams with operational targets
• Deep understanding of Customer Administration organisations.
- “best practice ” processes and solutions with a view of shaping the future “best practice” within the centre
- Proficient in causal analysis and utilization
• Demonstrated experience in planning operations and management
• Demonstrated ability to effectively control a complex operation against existing processes and SLA’s
• Demonstrated ability to implement Process Improvement framework
Skillset Needs
• Service Operations Expertise – ability to use process models and frameworks available within the company and externally to drive quality of service in service delivery
• Service Governance & Performance Management - the ability to provide overall direction and control for the Xerox delivered services to deliver high-quality, cost-effective services to the client
• Creativity and Innovation - The ability to challenge current ways of doing things(conventional practices)
• Outsourcing/Operations experience(i.e. experience from Agent to Manager level)
• Results Focus - the drive and determination to achieve objectives, overcoming obstacles to deliver results
• People Management – the ability to lead, motivate and inspire others to excel and delivery high standards of performance for the business
• Negotiation and conflict management skills
• Demonstrable Analytical skills
- Ability to assess issues, define causes, and prioritize/execute solutions
- Ability to manage employees within diverse/virtual environments
- Planning, organizing, executing and controlling skills
• Demonstrated ability to deliver results within a controlled and compliant structure
• Ability to understand and manage cultural diversity
- Demonstrated leadership skills, high energy and team motivator
• Embracing Change - the ability to work flexibly, adapting quickly to change and responding positively to new ways of working enabling us to thrive on change and constantly improve
• Corporate Citizenship - maintaining and promoting social, ethical and organizational values in the working environment and all business activities; placing the needs of the client and the goals of the organization above one’s own personal interests
• Communication & Influencing - the ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, and where necessary to gain their agreement and acceptance
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
