Partner Payment Operations Lead

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

The Operations Lead (OL) is an integrated management and process systems expert role responsible for a wide range of activities that support the business. They serve as first-level points of contact for assigned teams, geographies, or stakeholders, where they deliver escalation resolution.

Depending on the area of assignment, the Operations Lead supports the business with day-to-day operations, including team performance and quality management objectives, and/or serves as the definitive source of knowledge for the assigned geography. They contribute expertise to enhance organizational efficiency and ensure defined requirements are met.

The role is accountable as the subject matter expert to L1/L2 Specialists and the assigned team or process. The Operations Lead acts as a technical consultant, coach, and trainer; supports initiatives and activities of the Process Analyst on process governance and continuous improvement; and serves as back-up or overflow support for the assigned function. The role is also responsible for operational high-level supervisory transactions related to their core function in support of the Operations Manager.

Key Roles And Responsibilities / Key Job Functions

• Act as the Operations Lead for the assigned core function, shift, or geography.
• Provide consultations to internal or external teams requiring technical, process, or end-to-end expertise.
• Provide supervisory floor support for business-related activities and issues. Support the Operations Manager in all operational aspects of the role.
• Collaborate with other Operations Leads, Project Managers, and stakeholders to ensure alignment with business objectives and requirements.
• Conduct initial investigations and Root Cause Analysis for the resolution of escalations and operational issues.
• Serve as the primary escalation contact for Operations Managers with stakeholders, particularly when escalations require broader scope and stakeholder management.
• Identify chronic process and system issues and work with the Process Analyst for resolution.
• Work with Tech Ops, Business Applications Support, and IT/EBA to ensure timely and effective issue resolution.
• Partner with Process Analysts on process improvement initiatives.
• Support governance activities to ensure process adherence and compliance with business controls.
• Perform quality audits and track metrics for current or new process rollouts.
• Conduct User Acceptance Testing (UAT) for process changes.
  
  

• Conduct technical coaching and process mentoring for targeted specialists.
• Co-develop process training materials.
• Conduct onboarding and refresher process training.
• Support the Operations Manager in the development of the Training Needs Analysis (TNA).
  
  

• Execute day-to-day transactions according to standard global policies and procedures.
• Act as back-up or overflow support to operational specialists, as needed.
• Act as back-up or overflow support to the Process Analyst, as needed.
• Act as back-up to the first-level Operations Manager, as required.
  
  

• Ability to quickly learn and become an expert in system-driven tasks and workflows, including hyper-automation systems.
• Strong leadership abilities, including directing, coaching, and mentoring.
• High level of process and system knowledge with attention to detail.
• Ability to multitask efficiently and perform well under deadlines and job-related stress.
• Proficiency in Microsoft Office applications, including Word, PowerPoint, Excel, and Visio; knowledge of Access and hyper-automation tools is a plus.
• Excellent written and oral communication skills; frequent interaction with international counterparts and internal stakeholders is required.
• Strong analytical and problem-solving skills.
• Well-developed interpersonal skills; ability to work effectively with diverse personalities.
• Strong attention to detail and awareness of upstream and downstream impacts of work.
• Systematic approach with strong organizational and reasoning abilities.
• High energy level and ability to handle multifaceted projects alongside routine activities.
• Ability to establish credibility, be decisive, and align with organizational priorities.
• Strong customer and operational focus.
• Sound administrative skills.
  
  

• BA/BS degree in Business Management, Engineering, Computer Science, IT (Information Technology) or equivalent. Masters degree in business administration a plus.
• Supervisory experience is preferred.
• A minimum of 2 years operational experience in data analysis/management and the delivery of operations through use of technology solutions including the use of Enterprise Resource Planning solutions.
• Experience with transactional operations execution to defined service level agreements and quality.
• Knowledge and experience in finance, business, and economics. The individual will be involved in client/stakeholder interactions.
• Background with distribution, planning, and order management processes