COS Manager

Responsibilities :

Lexmark Global ServicesCustomer Relationship Management – Customer Operations Specialist ManagerJob Description

JOB SUMMARY:

Responsible for managing and leading individuals or teams to manage a hardware and services engagement that meets Customer’s expectations. Coordinates the efforts of all services operations resources across multiple accounts. Ensures multiple direct reports deliver services that equal or exceed contracted Customer service levels while meeting revenue and profit targets. 

ROLES AND RESPONSIBILITIES:

• Responsible to manage a team of Customer Operations Specialists (COSs) who manage the execution of MPS Statements of Work for multiple small accounts
• Ensure direct reports execute and deliver Lexmark responsibilities against signed Statements of Work, which can be highly complex and require a focus on steady state operational elements, profitability and growth. Ensure all elements of the contract are delivered within the budget while meeting customer satisfaction expectations
• Responsible to ensure effective management of thousands of installed devices with revenues typically >$10M
• Responsible for the Customer Satisfaction of the client for the provision of hardware, supplies and services
• Coordinates and holds regular communication with the internal team regarding the status of the account. Tracks team progress and conducts status meetings internally
• As required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occur
• Holds team accountable to their roles and responsibilities required to support contracted service delivery to the Customer
• May lead or manage a CFT that includes various organizations within Lexmark; such as but not limited to Supply Chain, Sales, Product Engineering, Customer Support Services, Lexmark Professional Services and Operations. May be required to lead international teams and/or manage projects with an international scope
• Responsible to maximize team results and advance the interest of the company. Ensure team remains motivated, rewarded and focused on delivering an exceptional customer experience
• Fiduciary responsibility for ongoing operations including cost management, accounts receivable and gross margin; develop, implement and monitor expense control for assigned business region
• Responsible to manage the successful services delivery in such a manner that Lexmark experiences 100% customer retention
• Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Customer or Lexmark
• Provides recommendations for business process and productivity improvements and cost reductions for Lexmark
• Demonstrates continuous improvement aimed toward achieving operational excellence in Customer Operations across all areas and functions
• Promotes the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third party organizations
• Coaches and mentors Customer Operations Specialists in their development and delivery of daily functions
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

EXPERIENCE AND BACKGROUND:

Ideal Candidate will have:

• Strong analytical/procedural background with a minimum of ten (10) or more years in a Customer Operations and/or Management Consultant position
• Experience with managing multi-disciplined teams that are geographically dispersed
• Experience with managing multiple direct reports who are responsible for managing Customer contracts
• Significant experience interacting with customers, including executives
• Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations
• Experience with the delivery of operations through the use of technology solutions
• Experience in developing/managing budgets and critical business KPIs
• Experience working in and navigating through a matrix organization to obtain information or desired results

TECHNICAL COMPETENCE:

• Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groups

• Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format
• Proficiency in MS Office Suite applications including, word processing, spreadsheet, and presentation software. MS Visio preferred; working knowledge and MS office suite basic skills are required

• Demonstrated ability to apply a systematic approach to problem solving; able to identify and thoroughly analyze and provide solutions to the problem
• Well-developed management skills—principles and people

• Strong project management skills; prefer working knowledge of Microsoft Project. Demonstrated ability to create detailed plans and execute facilitation of plans

KEY METRICS:

• Planned Revenue Attainment and Growth
• Services Gross Margin
• Contract Renewal
• Customer Satisfaction
• Key Operational Metrics

PERSONAL CHARACTERISTICS:

• Able to maintain both a short and long term vision around business trends and strategies
• Able to contribute to the development of current and future service delivery offerings to support the overall client relationship needs
• Exercises sound, prudent and ethical business judgment at all times
• Understands cross-cultural business practices; demonstrates a sensitivity and awareness to other people and culture. Possess ability to build rapport with a diverse workforce in multicultural settings
• Possess strong negotiation skills; demonstrated ability to influence and negotiate required
• Able to manage multiple initiatives at one time. Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment
• Can think big picture and also demonstrate an ability to be detail oriented; anticipate and know when to get into the details
• Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible
• Strong leadership skills, ability to direct and motivate employees
• “Hands on” management style—drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient customer support
• Organized; possesses high levels of natural and intentional organizational capabilities
• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions

EDUCATION:

• BA/BS/BBA degree in Business or equivalent experience
• MBA w/ concentration in finance, administration or operations a plus; Global Management Degree preferred
• PMP, CMM certification preferred
• ITIL / ITSM experience; certification preferred
• Six Sigma, Lean, TQM or other business process improvement methodology preferred

 KEY DELIVERABLES:

• Resource Plan
• Financial Status Report / Action Plan
• Operational Metrics Status Report / Action Plan

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