Xerox Reporting & Analytics, Service Delivery Operations in Iasi, Romania
Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.
Learn more at www.xerox.com.
International Operations, Service Delivery
Operational Tower Owner
PURPOSE OF ROLE
The Operations Executive is a shared services role identified to support asset management, billing and reporting activities to the IO business organizations.
He/she will have focus on the following:
· Delivery of service that meets SLA and delights the customer
· Developing strong relationships and teams
· Supporting the achievement of productivity improvements
· Contributing to service transformation
SCOPE OF ROLE
The position is a support role with accountability for partnering with the account team to providing asset management, billing, reporting/analysis, driving standardization and consistency across aligned accounts.
The position interacts with internal stakeholders and with clients.
Billing and Meter Read Management – management of the customer billing process starting from the management of meter reads throughout the month and finishing with the creation of the invoice.
Asset Management – Device management within Xerox specific tool suite (proactive database maintenance, system updates, MACDs, connectivity management, etc.). Organizing the logistics of machine moves - liaising with the LSP and client regarding delivery/removal of kit. Run periodic reconciliation between systems to ensure accuracy.
Reporting – Creation of customer facing management information packs for nominated accounts (SLAs, volumes, costs, incidents, etc.); Calculation of Service Credits for nominated accounts;
Ensure an efficient operation of the service delivery unit by maintaining Xerox governance standards;
Manage escalations and offer assistance common issues;
Carry out quality checks to ensure quality standards are maintained;
Involvement in issue resolution for internal and external issues;
Solves problems brought to their attention by the customer (internal or external ) ;
Contribute to more efficient work processes;
Help creating and maintaining process documentation;
Supports achievement of contracted SLAs and KPIs;
Adherence to agreed processes;
Management of emails, phone calls to be done professionally and timely
General knowledge of Xerox’s structural workings and what we sell.
BACKGROUND, EXPERIENCE AND QUALIFICATIONS
Language competency – good level of English;
Ability to convey concepts and ideas effectively to a variety of audiences;
Good communication skills both verbal and written;
Ability to liaise with clients;
Proactive approach and self-motivated;
Ability to build strong relationships with remote delivery organization;
Attention to detail;
Familiarity with relevant service offers is a plus;
Understanding of workflow processes and ability to adapt;
Strong IT skills - capable of using multiple Xerox systems following training;
MS skills – good level of Excel, knowledge of MS Access is a plus;
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Title: Reporting & Analytics, Service Delivery Operations
Requisition ID: 18005469