Operations Manager

#DiscoverYourMark and Be part of our highly dynamic team to enjoy the following benefits:

• HMO coverage from day 1 of employment for you and your dependents with Maternity coverage
• Expanded Medical Benefit
• Accident and life insurance
• Dental and optical reimbursements
• Free medical consultation with Lexmark's in-house doctors
• Employee privilege access to lactating, gaming, music and sleeping room
• Health and wellness activities
• Work-life balance
• Semi flex schedule and alternative work arrangements
• Dress down Friday and Shift Allowance
• Company-sponsored team bonding activities
• Unlimited access to online learning

***eligibility guidelines apply***

JOB SUMMARY:

The Operations Manager position has the responsibility of overseeing the day-to-day operations that are carried out in the Onboarding to Resolution end-to-end process to drive productivity and cost effectiveness in the business operations.

The role involves working at an operational level with the O2R operational execution teams, the O2R process team, business stakeholders, other GBS and business functions, Lexmark partners and end-customers.

Serves as the first point of contact for customers, partners, and internal front office teams for concerns and escalations on services sales order and work order activities. Provides operational management of order management activities for services customers, which include order entry through fulfillment, service claims, and dispatch to debrief of activities to service partners & technicians for break fix, proactive consumables, and installation activities. Ensures printers are fixed or installed or consumables are delivered in alignment to customer SLA requirement. Determines the status of the activities, technician schedules, maintains records of open activities, schedule changes, product enhancements or changes, product pricing and partner payment, while adhering to rules, audit requirements and international regulations for each customer/country supported. Ensures accurate entry of all required data for all orders into the CRM system. Maintains efficient, timely and effective communication with customers.

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 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

STRATEGIC PROJECTS

• Supports new strategic projects
• Participates in UAT 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 company's standards. Plans, manages and maintains systems and procedures for operating effectively and with efficiency.
• Organizational leadership - conducts continual analysis and evaluation of strategic information. Plays 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 AND 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.

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.

Customer/Client Focus – Focus on discovering and meeting customer/client needs.

Developing Others – fostering the long-term learning or development of others

Initiative / Proactivity – Take independent action or proactively create opportunities to resolve or prevent problems in keeping with role.

Leadership – Taking a role as leader of a team or other group. Leadership is often, but not always, shown from a position of formal authority.

Strategic Business Sense – The ability to understand the business implications of decisions and the ability to strive to improve organizational performance. It requires an awareness of business issues, processes and outcomes as they impact the organization and the customer.

Teamwork and Cooperation – Working co-operatively with others, being part of a team, working together, as opposed to working separately or competitively.

Performance Planning, Feedback & Evaluation – Enabling and developing direct reports through effective use of the Performance Management and Employee Development processes. Demonstrates competency in such activities as goal setting, training and development, career planning, performance coaching and performance evaluation.

Project Management – The ability to plan and organize resources to deliver required objectives in a defined situation.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

College degree, minimum of 2 years management experience from an IT-enabled company

Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry's leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. Lexmark Research and Development Corporation (Lexmark Cebu) is one of Lexmark's multimillion-dollar facilities invested in Cebu, Philippines. It is the base of Lexmark research and development and shared services operations in the Asia Pacific region, making the Cebu facility the largest site next to the corporate headquarters.

In 2020 alone, Lexmark Cebu won the Best Globa

Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry's leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. Lexmark Research and Development Corporation (Lexmark Cebu) is one of Lexmark's multimillion-dollar facilities invested in Cebu, Philippines. It is the base of Lexmark research and development and shared services operations in the Asia Pacific region, making the Cebu facility the largest site next to the corporate headquarters.

In 2020 alone, Lexmark Cebu won the Best Globa

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Perks and benefits

Medical

Miscellaneous allowance

Parking

Vision

Maternity Benefit, Life and Accident Insurance, Pe

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