MANAGED PRINT SERVICES - BUSINESS OPERATION SPECIALIST H/F

Job description

Lexmark creates innovative imaging solutions and technologies that help customers worldwide print, secure and manage information with ease, efficiency and unmatched value. Combining innovative technologies with deep industry expertise, Lexmark simplifies the complex intersection of digital and printed information in retail, financial services, healthcare, manufacturing, education, government and more.
Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry’s leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. The EMEA Shared Service Center is based in Budapest.
JOB FUNCTION
- The Business Operations Specialist (BOS) role is focused on ensuring that WW ManagedPrint Services (MPS) processes are executed in accordance with Lexmark’s capabilities and
contractual obligations to its customers as defined by the Customer Statement of Work (SOW).
- The BOS is responsible for understanding Lexmark’s global processes and systems in great detail and is considered as one “Subject Matter Expert” in the back office support for man operational practices.
- The BOS works closely with Country operations teams, Cebu WW Operations teams, and other cross functional Lexmark resources in a coordination role
- Duties include customer set up in Lexmark environment as well as managing day to day execution of the contract set up, escalation management, generating or providing customer reports and providing input and recommendations for ensuring global alignment to operational practices and customer contractual requirements.
ROLES, RESPONSIBILITIES AND AUTHORITY
- Direct interaction with various cross functional teams as needed to provide resolution support; analysis for concerns regarding consumables, entitlement, billing, and other general account issues
- Responsible for contractual interpretation and management of customer requirements as defined in a Managed Services Statement of Work, including ongoing contract maintenance/change management
- Coordinate implementation of customer setup requirements with Customer Operations and back office teams
- Monitor/audit process execution for compliance of Lexmark’s contractual obligations to its customers within set schedule
- Support WW system and/or process changes, participate in continuous improvement activities/projects, test end to end process improvements/changes and training as needed
under EMEA SME support & guidance
- Provide visibility & confidence to other Country Operations team that expected customer
service (Lexmark back office activity) is delivered according to contract and under control
- Work closely with and gain functional guidance from the different Operations Control Towers
Managers in Countries, to ensure country specifics are met and overall country operations are
delivered under SOW quality & SLA expectations.
EDUCATION & EXPERIENCE
Position involves use of developed interpersonal skills and requires, at a minimum, an undergraduate degree (BA/BS), with most persons possessing a graduate-level degree and significant operations experience
- Four-year degree from a credited institution. Graduate degree preferred.
- Working knowledge of Siebel and/or SAP systems is a clear advantage
- Understanding of analytical tools and project management tools. Experience with MSProject, Visio and MS Office experience is a plus.
- Strong working knowledge of "process development" and "gap analysis techniques".
- Proven problem solving experience and process focus.
- Experience working with Lean Six Sigma and/or Belt certification is helpful.
- Finance basics acumen
SKILLS AND COMPETENCIES
- French and English working proficiency
- Project management skills.
- Excellent communication and presentation skills, both oral and written.
- Ability to work with virtual teams from multiple geographies and influence the same at a peer and management level.
- Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities-flexible Developed transactional process skill.
- Respond to typical objections (Anticipate, Avoid, Respond appropriately)
- Must be able to work alone or within a team
- High levels of natural and intentional organization capabilities
- Strong analytical and reasoning abilities, mindset that enables solving complex problems in afast-paced environment while delivering to a deadline
- Demonstrated ability to effectively communicate complex ideas in effective, concise fashion
in both verbal and written format
- Can act and make decisions with minimal direction
- Can demonstrate consistently a Customer first mentality
- Able to multi-task and adapt to schedule changes; can effectively prioritize work on own
- Can effectively lead meetings; commands attention and can change tactics midstream when
something is not working
- Able to effectively debate position when challenged and debates position when it does not
align with project objective
- Customer Service oriented
Initial assignment is for 12 months and can be re-conducted for an additional 12 months.