Service Operations Manager

4 days ago


Taguig, National Capital Region, Philippines Canon Australia Full time

About Us

We are a leading provider of Business Process Optimisation and IT services. With over 20 years of experience, our team helps organisations optimise, automate, and transform their operations, setting them up for greater growth.

We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We're trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients' key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade.

The Client Service Coordinator – Service and Support Compliance position is responsible for overseeing Canon Oceania Customer compliance requirements. This role will support SSG to ensure Canon adheres to regulatory and customer policies related to OH&S, inductions, site access and compliance by maintaining an up-to-date, accurate customer register.

This role will liaise with Canon employees, business partners and third-party suppliers to minimise non-compliance and prevent risks.

  1. Maintain records compliance in line with Canon Group Oceania privacy principles.
  2. Be the central point of contact for site compliance and induction activities for Canon SSG Customers.
  3. Maintain an ongoing register of site compliance requirements by customer and site.
  4. Ensure Canon Staff and Business partner records are up to date.
  5. Proactively monitor customer requirements and ensure the relevant staff (Canon Technicians, partner Technicians or 3rd Party Contractors) complete site-specific inductions to ensure continuity of service delivery for Canon customers.
  6. Supply Canon HSE materials on request to Canon customers (CoC and Safe work Method statements).
  7. Manage access requirements for Canon Staff and Partners via 3rd party compliance management systems.
  8. Work with relevant Canon departments to coordinate key information, deliver seamless processes and ensure data accuracy.
  9. Assist with the preparation of monthly customer compliance reporting.
  10. Support vendor operation responsibilities including raising invoices as required.
  11. Process payments where required to maintain access to induction systems.
  12. Support the Client Service Coordinator team and MDS customer accounts.
  13. Drive a professional internal and external Customer Focused culture within own business area and the organisation.
  14. Develop an in-depth understanding of the customer's company objectives, decision making processes, in order to leverage revenue from the relationship and promote Canon as a quality outsource supplier.
  15. Develop thorough understanding of the Client Service Coordinators role and responsibilities, and the ability to support all tasks required to deliver Canon services.
  16. Develop a business plan for each account (where relevant) and communicate progress to Service and Support team.
  17. Establish and maintain key customer relationships through effective communication.
  18. Provide management of contractual and service level agreement objectives are achieved consistently.
  19. Assist with the preparation of monthly customer performance reporting.
  20. Attend key customer meetings (as required).
  21. Provide feedback to supervisor to ensure they are regularly updated on customer performance against KPIs.
  22. Oversee the effective and timely management of customer issues raised through the HSE or SSG.
  23. Ensure service excellence through innovation, quality assurance and business process reviews.
  24. Review Scorecard and monthly report monthly with supervisor.
  25. Develop an engagement action plan (that is reviewed and updated regularly), identifying additional actions to personally take to improve your direct reports and Account/site's engagement index score.
  26. Ensure accurate invoices against customer contracts, contract variations, and additional work request obligations.
  27. Ensure projects are successfully implemented (including handover to business as usual).
  28. Work with team/s to bring innovation and creativity to their work.
  29. Oversee the development and implementation of operating manuals, training manuals and work instructions.
  30. Develop an understanding of the customer/s needs and form relationships in order to generate additional revenue.
  31. Initiate actions to improve own skills and personal approach.
  32. Work as part of 'ONE' Team and ensure positive, supportive, and collaborative working relationships with peers.
  33. Actively share and learn from the experience of others.
  34. Comply and drive Canon's, and customer standards, policies and codes of conduct.
  35. Any other ad hoc tasks as and when required.


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