Manager, Digital Operations

3 weeks ago

Taguig, National Capital Region, Philippines Iron Mountain Full time
At Iron Mountain, we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. We need smart, committed people to join us, whether you're starting your career or making a change. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner with our 225,000 customers worldwide to preserve their artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that welcomes your unique contributions? If so, let's start the conversation.

**Job Summary**

The Operations Manager for Digital Solutions is responsible for the delivery of services in one or more of Iron Mountain's Digital Solutions operations. This office-based role has direct responsibility for operational teams and ensures operational best practices are in place and followed to deliver services to Iron Mountain's customers. The Operations Manager manages key performance indicators, delivers on financial goals, and executes initiatives for continuous improvement, scalability, and growth.

**Responsibilities**

* **Service Delivery**: Meet customer service level agreements with quality and timeliness of delivery. Handle adverse situations through root cause analysis, remediation planning, and execution. Capacity planning and productivity expectation setting are key to success.

* **Financial Execution**: Provide accurate financial forecasts for revenue and controllable expenses. Lead the operations team to deliver on financial forecasts and identify corrective actions when forecasts are not delivered.

* **Operational Programs Execution**: Execute organization best practices through the use of standard and supported toolsets. Execute initiatives designed to improve financial performance, promote scalability, or other changes to improve the business.

* **Cross Functional Coordination**: Communicate effectively with other functional teams across Iron Mountain. Provide actionable information related to requests for assistance from IT resources. Communicate operational status, plans, and challenges with Commercial peers.

* **Leadership & Talent Development**: Lead teams to achieve operational, financial, and other business goals. Teach operational staff how to plan, communicate, lead, and resolve problems. Develop succession plans and recognize the potential of staff members.

**Requirements**

* 5+ years of Management experience with non-voice Business Process Outsourcing (mailroom, scanning, data capture services) or Shared Service center preferred

* Demonstrated ability to train, coach, and lead a team to achieve operational, financial, and other business goals

* Excellent written and verbal communication skills

* Working knowledge of technology components required to support BPO operations

* Ability to lead large and diverse operational teams and interact with technical teams

* Ability to analyze financial statements, forecast, and measure to budget

* Broad background in document management; Experience with Kofax Capture, Kofax KTM strongly preferred

* Bachelor's degree preferred

* Formal LEAN training and certification preferred

* Ability to work well in a globally matrixed organization that is fast-paced

* Virtual and remote teaming ability

* Comfortable leading presentations internally and externally and summarizing complex issues for communication across different audiences

* Good customer and executive communication skills, written and verbal

* Ability to travel as required

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