Sr Manager, Operational Excellence

Sr Manager, Operational Excellence

We want you to join our customer centric team whose passion it is to Empower Digital workplaces!

At Ricoh, we aren’t satisfied with keeping pace with today’s complex work environments, we are setting the pace. We are reimagining the workplace.

Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance. Flexible work options, a time off purchase program, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh.

We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.

Discover what you are capable of in an environment where your growth is supported, and your success is celebrated.

The Sr Manager, Operational Excellence works closely with the Nat’l Dir, Corp Ops and Support, Svs Delivery and Service Delivery senior leadership providing strategic and operational leadership of services to end user customers. Leads cross functional support teams providing subject matter expertise and guidance through Services Programs and leads reporting and analysis teams in driving critical awareness of key performance factors, including financial, quality of operations and customer satisfaction for all service delivery groups.

The SR Manager is responsible for providing leadership in the following: Operational Excellence, Strategic Partnership, Customer Experience, Finance & Operations. Leads Service Delivery shared services to support consistent operations and fulfillment of customer-specific SLAs and other Service Delivery requirements and expectations.

The role operates under a large scope of authority within Ricoh guidelines and is accountable for overall P & L and budget processes. The Sr Manager is also responsible for working directly with the Nat’l Director and Services Delivery leadership setting strategic initiatives which align with Corporate strategic objectives. This role also provides EMT financial and strategic business updates.

The position is also responsible for People Management activities, including but not limited to: hiring, coaching, performance management, development, corrective action, and termination.

Responsibilities:

• Continually assess system needs and processes to support delivery and corporate infrastructure. Work closely with Service Delivery partner bridging business needs with IT.
• Responsible for implementing revenue and gross profit plan and account retention / growth development strategies.
• Other duties as assigned by manager.
• Manage data and analytics to support standard operational best practices to ensure consistent delivery of services offerings.
• Lead and/or support profitability projects for Services Delivery.
• Develop and implement systems and solutions designed to ensure compliance with Ricoh, government, and client requirements.
• Work collaboratively with various Ricoh sales groups to provide efficient cost-effective solutions.
• Develop and lead processes, campaigns and projects designed to optimize services Gross Profit, employee engagement, customer retention, and other corporate initiatives.
• Provide valuable insights to field and senior leadership to understand opportunities to improve and expand.
• Builds executive and influencer level relationships internally and externally
• Collaborates closely with RUS and other stakeholders continuing to Sense, Adapt and Innovate Ricoh vison.
• Perform management development training activities for the team.
• Maintain employee engagement in the Services Delivery organization through regular communication venues including team meetings and employee 1/1.
• Build executive and influencer level relationships internally and externally.
• Lead Services Analysis and Reporting teams in providing the needed data to drive improved revenue, margin, retention, and satisfaction.
• People Management activities, including but not limited to: hiring, coaching, performance management, development, corrective action, and termination.
• Maintain a high level of industry awareness to ensure that Ricoh solutions in the Legal, Commercial, and BPO/BPA space are competitive and relevant.
• Operational Excellence - Manage processes and programs, leveraging tools such as analytics and reporting that are developed to support all lines of business across delivery and organizationally.

Education & Experience:

• Post-Secondary Education or equivalent experience in related field
• Minimum of 10 years of related experience, including accounting, operations, and customer experience. Service Delivery experience an asset.
• Minimum of 7 years strategic and people leadership experience

Skills:

• Ability to motivate individuals and groups by creating a positive work environment, quality training, and mentoring.
• Proven ability to conduct professional business communications at all levels within and outside of Ricoh.
• Must be highly Customer Satisfaction driven.
• Displays a strong ability for self-direction and exhibits a high degree of initiative.
• Strong leadership, judgement, and interpersonal skills
• Experience in setting goals by defining and prioritizing specific and realistic objectives.
• Excellent collaborative leadership skills to forge strategies among diverse teams and across business groups.
• Exceptional negotiation and customer service skills with ability to influence.
• Excellent analytical, problem-solving, and decision-making skills
• Excellent planning, organizational and time management skills, with the ability to work within tight deadlines.
• Strong accounting knowledge and analytics including P & L and financial statements.
• Excellent verbal and written communication, presentation, and facilitation skills

Proficiency in the use of MS Office applications. Ricoh is an information management and digital services company connecting technology, processes, and people in progressive business around the world. Ricoh is a recognized leader in document workflow, process automation, digital transformation, and security. Every day our 90,000+ global employees work with big and small companies' optimizing their end-to-end business solutions.