The primary objective of the Strategic Business Unit (SBU) Client Operations Director is to build and maintain a successful long-term relationship between the client and Xerox. The Client Operations Director oversees and manages the operations of an SBU with overall responsibility for the accounts (i.e. service delivery, operations, IT, HR, facilities). Manages client relationships to ensure satisfaction. Has profit and loss responsibility for each account and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the SBU. Key metrics of success include delivering operational excellence and building client relationships.
• This position is has full accountability for a range of one to twenty accounts. Has responsibility for between $10M-$25M Post Sales Revenue. Total headcount responsibility ranges from: 1-6 direct reports and 20-100 indirect reports. The position has both internal and external interface at all levels at an account: day-to-day to Executive level.
Primary Responsibilities:
• Acts as the principal client contact.
• Directs and manages the daily operations of one or more accounts within an SBU.
• Develops budget estimates and manages project/contract to meet revenue and cost projections. Determines resource allocation levels to meet project/contract commitments.
• Accountable for meeting or exceeding budget and plan estimates.
• Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed.
• Reviews and resolves issues affecting Xerox compliance, legal requirements and client objectives including contractual Service Level Agreements and operation Key Performance Indicators (KPI).
• Effectively and swiftly resolves client problems/issues.
• Stands up new deals within the accounts with support from implementation professional support
• Leads development and account strategy for increased penetration and expansion of offerings and program deployment within assigned accounts with support of area senior staff.
• Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensure operations’ effective achievement of objectives.
• Supports and approves new deal construction and proposal for new opportunities and renewals within assigned accounts.
• Works on complex issues where analysis of situations or data requires an in-depth knowledge of the client. Participates in development of methods, techniques and evaluation criteria for projects, program and people. Ensures budgets and schedules meet client requirements.
• Regularly interact with senior management or executive levels (both Xerox and the Client) on matters concerning several functional areas, divisions and/or client. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.
• Directs and controls the activities of a broad functional area through several department managers within Xerox. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
• Ensure appropriate use of Performance Management Process and hold employees accountable for delivering results.
Desired Skills and Experience
Candidate Education:
Minimum Bachelor's Degree
Professional Certifications:
Minimum Lean Six Sigma Yellow Belt Certification
Candidate Background: Skills, Knowledge & Ability: Minimum requirements:
Demonstrates successful performance in key client-interfacing and operational roles.
Ability to work with, communicate and develop relationship with senior levels of management.
Ability to work with, communicate and develop relationship with entry and functional management leads.
Strong organizational, problem-solving, and analytical skills; ability to manage multiple, long and complex priorities and workflows.
Full Operations P&L experience
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Proven leadership and business acumen skills.
Prior experience of leading, developing and motivating a direct team, including hiring, performance management and achieving results.
Demonstrates ability to interpret economic conditions and relevant business indicators and anticipate the impact on the SBU.
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