CLIENT SVCS OPS MGR 2

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB PURPOSE/MISSION/SUMMARY: The L2 Operations Manager is the owner of the end-to-end execution of operational teams. The L2 Operations Manager ensures that standard processes are executed in a consistent and efficient manner. This role is responsible for the achievement of operational Key Performance Indicators (KPI) and champions and drives performance analysis, actions and ensures improvement plans are aligned to standard work processes and metrics. He/She sets continuous improvement operational objectives for his/her operational teams and ensures those objectives? are met by identifying the opportunities to eliminate waste, drive efficiencies, or improve customer satisfaction. ? The L2 Operations Manager is responsible for reporting out our metrics, articulating E2E action plans across teams and functions, and requesting help from the stakeholders. The L2 Operations Manager is also responsible for giving updates on our key projects and getting feedback and updates on key projects from our stakeholders, to ensure full E2E alignment across functions. The L2 Operations Manager will also be an escalation point for the stakeholders on key issues with partners or customers that need to be driven tactically to close. Relative to the Strategic projects (such as D365 or Cloud MPS), the L2 Operations Manager provides operational insights and requirements to the Central team and Sub-Process Owners. The L2 Operations Manager provides functional guidance to Operations Managers within his/her scope. This role works with other operational execution teams and the Sub-Process teams. He/She coordinates closely with other Lexmark business functional teams & GBS end-to-end teams. KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS: OPERATIONS EXECUTION Supports the Site Process Lead in defining performance metrics and business governance, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets Responsible for the execution of the processes and all aspects of the back-office operations Accountable for driving resolution of customer and partner escalations Accountable for reporting out E2E metrics & governance to key stakeholders Responsible for driving improvements across E2E operational execution area, working closely with the PAs and Sub-Process Owners? Responsible for identifying process improvements and coordinating with the process owner & team Continuous improvement of the standard operations execution and Management System Leads through Our People by building and management of a highly motivated, customer and business-oriented team Implements GBS foundations, adhere to GBS principles and contribute to GBS strategy development – be an advocate Accountable for Year End preparation activities for their respective Geos CONTINUOUS IMPROVEMENT Empowers the process team in continuous improvement initiatives Drives process efficiency opportunities to the process team Support engagement with the Operations Manager of the other sub-processes and other GBS end-to-end teams Represents E2E operational team in WW Sub GPO projects and initiatives Defines, enhances structure, tools, measurements to ensure the team monitor process execution for compliance of Lexmark’s contractual obligations to its customers within set schedule. STRATEGIC PROJECTS Lead O2R strategic or key projects Influence new strategic projects Manages adoption of new strategic projects by the team Provides relevant data and information in support of strategic projects, as required OTHER RELATIVE DUTIES ASSIGNED Provides training to employees, as needed Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience. Others, as assigned OTHER OPERATIONAL RESPONSIBILITIES Work environment - provides a work environment that engenders positive energy, creativity and teamwork amongst employees, ensuring safety in the workplace. Institute rules – manages staff in accordance with company rules and procedures. Establishes departmental rules and procedures and creates work schedules that ensure achievement of departmental key objectives. Performance management – executes performance management process in accordance with Lexmark and department policies. Develops organizational capability looking at structure and competency of staff. Operational effectiveness – manages day to day operations to ensure quality output up to the standards of the company. Plans, manages and maintains systems and procedures for operating effectively and with efficiency. Organizational leadership - conducts continual analysis and evaluation of strategic information. Play sa significant role in long-term planning, including an initiative geared toward operational excellence. Communication – facilitates internal and interdepartmental communication. Provides meaningful reporting to senior management in a timely and effective manner. Financial management – manages department’s budget according to establish budget controls. Recruiter - responsible for hiring, training and coaching employees. Other assigned duties relative to the job. COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: Commitment to Continuous Learning – taking actions to improve personal and professional skills, knowledge and abilities, may require self-directed, self-paced learning or ensuring that you are always at the leading edge of field.

• Analyzes own performance, prepares and follows personal development plan, takes
• short-term actions to improve performance in current job
• Keeps current in own field of expertise taking initiative to understand up-to-date
• information, best practices
• Actively seeks feedback from others, integrates feedback into personal development
• plan and modifies thinking and behavior
• Pursues long-term development plans by independently analyzing future requirements in personal career goals or industry direction Conceptual Thinking – Ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations. It includes using creative, conceptual or inductive reasoning.
• Uses basic skills and knowledge of experiences to identify problems.
• Sees patterns between current situation and past situation; points out patterns, trends or missing information to others.
• Applies and modifies complex learned concepts or methods to new situations.
• ? Clarifies complex data or situations into a clear presentation; integrates many small pieces of information to make sense of them. Customer/Client Focus – Focus on discovering and meeting customer/client needs.
• Follows up on customer/client inquiries, requests, and complaints.
• Maintains clear communication with customers/clients.
• Takes personal responsibility for correcting customer/client-service problems within area of responsibility.
• Makes self-available to customers/clients particularly during critical time periods
• Makes concrete attempt to make things better for the customer/client.
• ? Addresses underlying customer/client need, seeks information and matches needs to Services
• Identifies solutions that have long-term benefits for the customer/client. Developing Others – fostering the long-term learning or development of others
• Expresses positive expectations of others regarding future abilities or potential to learn
• Gives detailed instructions to explain how to do task, gives on-the-job demonstrations and helpful suggestions
• Gives reasons for tasks and uses methods such as questioning to confirm others have understood directions
• Gives specific feedback, positive and corrective, and assesses competence of others so as to delegate full responsibility when they are ready
• Gives constructive behavioral and performance feedback rather than criticizing personal traits
• Does longer-term coaching or training of others, arranging appropriate assignments and experiences to foster learning, and build skills
• Designs new programs to meet training needs of staff Initiative / Proactivity – Take independent action or proactively create opportunities to resolve or prevent problems in keeping with role.
• Shows persistence in overcoming obstacles when things do not go smoothly.
• Addresses present problems rather than ignoring them.
• Acts proactively in the short term (one to three months ahead)
• Acts proactively with an eye on the current semester/year (four to twelve months ahead)
• ? Anticipates and acts with future in mind (one to two years ahead). Leadership – Taking a role as leader of a team or other group. Leadership is often, but not always, shown from a position of formal authority.
• Manages meetings- sets agendas and objectives, controls time, gives assignments.
• Keeps those affected by decisions informed and provides reasons for decisions.
• Uses formal authority and power in a fair manner; treats everyone fairly.
• Promotes team effectiveness - enhances team morale and productivity; publicly credits others.
• Preserves the team and its reputation in the organization.
• ? Positions self as leader – models desired behavior; secures team members’ “buy-in” regarding team mission, goals, and policies.
• Communicates a compelling vision Strategic Business Sense – The ability to understand the business implications of decisions and the ability to strive to improve organizational performance. It requires an awareness of business issues, processes and outcomes as they impact the organization and the customer.
• Understands basic business fundamentals – how own job fits in relation to the bottomline
• Understands tactical business fundamentals and incorporates them into decision making
• Is aware of general economic conditions and competitive impact on organization and
• customers
• Thinks in strategic terms when evaluating own strategic actions against organization
• strategic goals
• Proactive in planning actions to align with organizations strategic goals and to meet
• external events Teamwork and Cooperation – Working co-operatively with others, being part of a team, working together, as opposed to working separately or competitively.
• Co-operates by participating with others in doing own share of work.
• Keeps others informed of relevant or useful information.
• Expresses positive expectations of team members.
• Encourages group members to contribute.
• Values and solicits ideas and opinions from others.
• Assists others in the accomplishment of team goals.
• Acts to promote positive climate, good morale, and cooperation within the team.
• ? Brings team conflict out into the open and encourages or facilitates a beneficial
• resolution Performance Planning, Feedback & Evaluation – Enabling and developing direct reports through effective use of the Performance Management and Employee Development processes. Demonstrates competency in such activities as goal setting, training and development, career planning, performance coaching and performance evaluation.
• Novice: Limited understanding; is given clear and specific instructions to get job done.
• Working Knowledge: Understands enough to independently handle most tasks in this area most of the time but is supplied with direction for work objectives.
• Experienced Knowledge: Technically experienced and fully competent; can exercise independent judgment regarding all technical issues; understands how area of knowledge relates to broader issues.
• ? Expert Knowledge: Specialist knowledge of the area; is relied on for guidance.
• Teaching Knowledge: Understands which aspects of this knowledge area need to be transferred to others in order to achieve Project Management – The ability to plan and organize resources to deliver required objectives in a defined situation.
• Novice: Limited understanding; is given clear and specific instructions to get job done.
• Working Knowledge: Understands enough to independently handle most tasks in this area most of the time but is supplied with direction for work objectives.
• Experienced Knowledge: Technically experienced and fully competent; can exercise independent judgment regarding all technical issues; understands how area of knowledge relates to broader issues.
• ? Expert Knowledge: Specialist knowledge of the area; is relied on for guidance.
• Teaching Knowledge: Understands which aspects of this knowledge area need to be transferred to others in order to achieve organizational goals; plays a role in transferring skills and knowledge to others.