Advisory Services Operations Manager
POSITION PROFILE
The Advisory Services Operations Manager functions as the primary operational point of contact for assigned Global/Vertical customers, primarily in North America. This role involves overseeing Ricoh employees, including individual contributors and managers, and leading all aspects of account management from contractual concept or assignment.
Responsibilities include facilitating communications with strategic customers to ensure performance standards are met locally and nationally, managing P&L reconciliation, strategic implementation, employee relations, and customer relations for designated accounts. The manager administers the implementation process and operational best practices by engaging necessary resources and ensuring the attainment of all Service Level Agreements. Business retention is achieved through customer executive relationships, managing complex issues, contract adherence, and ensuring overall customer satisfaction.
JOB DUTIES AND RESPONSIBILITIES Develops People
Promotes effective use of internal recruiting and selection processes to attract and hire talent.
Identifies employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for direct and indirect EAO resources.
Arranges assignments, training, and other experiences to build team members' learning, development, and job satisfaction.
Provides strategic development for direct and indirect management of up to 200 employees within the enterprise portfolio.
Establishes goals, clarifies roles and responsibilities, and holds work group members (internal/external) accountable.
Collaborates with other leaders, team members, and internal or external customers to implement solutions or initiatives.
Continually monitors, evaluates, and recognizes employee excellence leveraging the Ricoh Recognizes program.
Creates high-performing teams through effective feedback, recognition, and compensation management.
Confronts performance issues and collaboratively establishes steps for improvement, including taking corrective action when necessary.
Serves as a mentor to team members and other departments, leading by example.
Sets expectations and empowers others to solve problems, facilitating discussions that generate creative solutions and remove obstacles to necessary process changes.
Customer Relations
Develops strategic relationships beyond initial contact to build a foundation for customer partnership.
Advocates as the voice of the customer by creating and directing cross-functional teams to prioritize actions that maximize value and enhance customer partnership.
Identifies gaps in service delivery and adjusts process documentation to work within the client and Ricoh framework.
Uses various methods to analyze complex problems, identify root causes, and determine optimal solutions to ensure complete customer satisfaction.
Facilitates meetings with key customer contacts, including contractual obligations, current initiatives, and strategic business planning.
Creates templates and cadences to ensure alignment with contractual requirements and value-added reporting.
Operational Effectiveness
Responsible for approximately $13M in Enterprise Services revenue and associated gross profit and contribution.
Drives customer global operation strategy by collaborating with key internal and external team members to implement solutions or initiatives.
Acts as a subject matter expert (SME) in the EAO Program standards, tools, processes, and best practices.
Ensures timely execution of all EAO Program initiatives in alignment with quality requirements by utilizing program tools and best practices.
Demonstrates working knowledge of Ricoh and is consulted as an advisor on internal structure.
Facilitates regular internal communications (Best Practices, Challenges, and Opportunities) with all appropriate functional areas (sales, PS, TS, MS, etc.).
Identifies and improves performance, productivity, efficiency, and profitability through the engineering/reengineering and implementation of effective best practices and strategies to build customer value.
Inspects and ensures execution of certification, adherence to service delivery standards, and identifies areas for continuous improvement.
Implements Core Team processes, including Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy, and internal and external CAD for assigned accounts.
Oversees Ricoh's onboarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectations and satisfaction.
Participates in the creation and management of implementation plans for assigned accounts.
Establishes and identifies applicable reporting packages based on customer requirements.
Implements change management strategies that support Ricoh's short and long-term business strategies.
Opportunity Identification
Maintains continuing education of new products and services to identify and apply knowledge to service growth opportunities.
Validates new opportunities, brings resources and tools to ensure timely execution.
Participates in team selling models in support of US and OUS activities, interfacing with other Global/Region teams in support of the customer.
Finance/Billing
Ensures profitability of all assigned accounts down to individual site locations. Identifies sources of poor profitability and works with appropriate resources to make changes and restore profitability.
Oversees billing and ensures accuracy for assigned accounts. Escalates concerns to the appropriate resource within customer admin. Works with A/R to resolve collections issues with assigned customers.
Performs other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
Education : 4-year college degree preferred or equivalent experience.
Management Experience : 5 years of direct management experience preferred.
Project Management Experience : 2+ years strongly preferred.
Marketing Experience : Proven track record in marketing new products and services, including standard and advanced services & solutions.
Relationship Building : Proven track record of building relationships with both internal and external customers.
Technology Knowledge : Demonstrated high-level knowledge and understanding of technology (networks, security, print servers, and print devices).
KNOWLEDGE, SKILLS, AND ABILITIES
Communication : Ability to communicate effectively both orally and in writing with all levels of management, outside vendors, employees, and customers.
Self-Direction : Strong ability for self-direction and initiative.
Customer Relations : Strong customer relations skills.
Project Management : Project management experience.
Prioritization : Ability to prioritize tasks.
Motivation : Highly motivated and able to handle multiple assignments in a fast-paced environment.
Software Applications : Ability to utilize standard software applications.
Problem Solving : Well-versed in problem-solving skills.
Product & Service Knowledge : Well-versed in knowledge of products and services.
Analytical Skills : Well-versed in analytical skills.
Independent Support : Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical knowledge/training for applicable accounts.
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
Environment : Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise level.
Stress : Cyclical stress due to frequent goals and deadlines; daily stress due to the responsibility associated with decisions and outcomes.
Physical Activity : Mostly sedentary work, but requires walking, standing, bending, reaching, lifting, or carrying objects typically weighing less than 10 lbs. (e.g., papers, books, files, small parts).
Dexterity : Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools).
Customer Site Visits : Requires periodic customer site visits, which may or may not be serviced by public transportation.
Travel : Overnight travel required.
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
