Operations Executive

Full time
Iasi, Romania
Posted 4 months ago
 

ROLE TITLE
Operations Executive
ORGANISATION
Global Document Outsourcing
FUNCTIONAL AREA
Service Delivery
REPORTS TO
Shared Services Capability – Operational Tower Owner
PURPOSE OF ROLE
To be a centre of competence in MPS and the associated technology. To support billing and invoicing, XOS suite, MI reporting and MACD process.
 
  1. General responsibilities
    1. Solves problems brought to their attention by the customer (internal or external);
    2. Manage and solve common problems;
    3. Ensure that feedback from the client is sent to the management team to drive the improvement of services;
    4. Contribute to more efficient work processes;
    5. Carry out quality checks to ensure quality standards are maintained;
    6. Managing escalation and resolution of common issues;
    7. Centre of competence on XDM, XSM and XRM;
    8. Track the performance against SLAs and KPIs;
    9. Involvement in issue resolution for Xerox and external client issues
    10. Acts as a centre of reference for Xerox systems (XSM, XDM, XRM, ESAP, Mercury, etc.);
    11. Ensures effective shared mailbox management.
    12. Participate in team meetings and general inputs in day to day improvements
    13. Adherence to agreed processes
    14. Management of emails, phone calls to be done professionally and timely
    15. Standards maintained when using the Hub sites.
    16. Creation to professional and fun working environment
    17. General knowledge of Xerox’s structural workings and what we sell
  2. Operational Tower Specific responsibilities
    1. Meter Read and Billing
      1. Management of remote meter read collection for nominated accounts only;
      2. Management of Invalid Reads;
      3. Completion of month end billing for nominated accounts only;
      4. Invoice validation for nominated accounts only;
      5. Produce back up to invoice for nominated accounts only;
      6. Manages escalations and offers assistance with regards to flagged issues;
      7. Help creating and maintaining process documentation for nominated accounts only.
    2. Asset Management and MACD
      1. Management of assets within tool suite for nominated accounts only;
      2. Management of MACD for nominated accounts only;
      3. Management of connectivity for nominated accounts only;
      4. Organizing the logistics of machine moves/liaising with CEVA (logistics) and client regarding delivery/removal of kit;
      5. Ensure all the systems are up-to-date following a change;
      6. Periodic reconciliation between systems (XSM/ESAP/Mercury);
      7. Ensures the accuracy of the information uploaded in the systems.
    3. Management Information
      1. Production of Management Information packs for client review meeting for nominated accounts only;
      2. Calculation of Service Credits for nominated accounts only;
      3. Assists with regards to Management Information packs issues;
      4. Supports achievement of contracted SLAs and KPIs;
      5. Ensures that the SLAs and KPIs are always reported according to the contracts;
      6. Ensures that the Management Information packs are always in accordance with the company’s brand.

 

Background, Experience and Qualifications

  • English – B2 at a minimum
  • Good analytical skills with intermediate to advanced Excel skills, with an ability to analyze relevant information to make quality decisions
  • Good command of Microsoft Office tools
  • Good presentation, customer service and effective communication skills
  • Methodical, organized, good time management skills
  • Works in a coordinated effort with other members of a group, or team, in striving for a common goal
  • Able to show initiative and creativity with all tasks.

Trimite CV-ul tau la Careers.Romania@xerox.com sau aplica in formularul online de mai jos si il vom redirectiona noi pentru tine.

Job Features

Job CategoryIT

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