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We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
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TITLE: Operations Manager, Digital Business Unit
LOCATION: UK - Rugby
REPORTS INTO: Senior Operations Manager, Digital Imaging Operations UKI
The Role
We are seeking a dynamic and experienced Operations Manager to lead our Digital Imaging & Document processing operation in Rugby. In this pivotal role, you will be responsible for overseeing the operations, personnel, and processes related to the scanning of physical documents and their conversion. Encompassing document logistics, preparation, scan conversion and post-scan processes within the general production environment. You will play a key role in ensuring that our clients receive high-quality and secure digitisation services
General:
Ensure that all client objectives are achieved to their satisfaction and that a pro-active and professional client communications strategy is developed and maintained to the highest levels
Support the team in the execution of exceptional delivery services and contractual KPI’s
Promote and maintain a high standard of operational excellence and personnel management supervising all operational activity and operational personnel within the agreed upon parameters;
Ensure that all direct reports are met with daily and updated with current priorities and issues that may impact work in progress, delivery schedules, pipeline forecasts or commercial objectives;
Keep relevant colleagues updated on all operational or supply chain issues, productivity improvements achieved, service improvements achievements and cost savings initiatives;
Ensure that all required administration relating to daily operational throughput is managed and maintained;
Ensure that local operational staff are fully and regularly briefed on Task and Capture Centre performance, processes, procedures, objectives and other relevant information;
Ensure that all IRM personnel policies and compliance procedures are followed at all times.
Business Planning in close collaboration with the Senior Operations Manager, Training and onboarding manager and other Site Supervisors:
Agree, monitor and update on a regular basis a service delivery plan that commercially maximises the facility’s resources whilst meeting or exceeding client expectations.
Agree and continually monitor/update a pipeline forecast and work-in-progress stream in relation to all service deliverables for the facility
Collate and publish regular records in regards to service performance.
Ensure that all administrative requirements are accurately processed, collated and published in a timely manner.
Relationship & Performance Management within the jurisdiction of responsibility:
Ensure that a detailed and factual list of daily service deliverables is established, maintained and monitored at all times.
Set, monitor and continually seek to improve operational performance (staff contribution and service deliverables); share best practices with colleagues, through regular performance reviews and feedback
Ensure that the Communications Strategy is being followed and that all team members are kept fully briefed of all operational expectations, via shift start huddles and shift handovers
Monitor the individual performance of direct reports, and subsequent subordinate personnel; quickly address below-standard performance results.
Ensure that an up-to-date and comprehensive skills matrix is maintained for all direct reports, and training plans are maintained and updated accordingly;
Liaise with relevant employees to ensure that detailed production schedules and priorities to meet or exceed client expectations are in place.
Monitor ongoing workloads to ensure that all resources are being fully utilised to minimum target values and within required SLA target objectives.
Ensure a non-compliance procedure is maintained to address any quality or SLA failures.
Ensure that all non-conformance reports raised in relation to contract breach are processed quickly and accurately for reporting through to Senior Management.
Liaise with client contacts and IME key stakeholders to ensure that all relevant deliverables are being provided to client expectations and in-line with contract obligations.
Quality Assurance & Continuous Improvement
Ensure that specific and detailed SOP workflows are communicated effectively to all subordinate employees; ensure compliance by effectively training and equipping employees, and maintaining evidential training records
Ensure that detailed TQA processes and procedures have been communicated and are being followed according to requirement.
Undertake investigations, publish reports and recommend remedial actions relating to non-conformance incidents.
Contribute fully to any investigation resulting from a major service failure, breach of contract or any instance that may damage the reputation of Iron Mountain or its relationship with an individual client, as requested by Senior Management.
Identify process improvements relating to the processing and production of all products and services delivered including close monitoring and interrogation of ongoing performance results.
Financial Management within the jurisdiction of responsibility:
Maintain a commercially viable operation through daily monitoring/interrogation of KPI’s.
Ensure that local Iron Mountain DM contracts are delivered against agreed cost models; plan/initiate corrective action where an individual product, contract, order or individual member of staff is performing below required objectives.
Ensure that all financial data is being collated accurately and in a timely manner to ensure that precise financial performance data can be processed to agreed schedules.
Ensure that forecasting and planning of all daily deliverables is in-line with performance targets and sufficient to maximise the utilisation of all operational resources.
Vetting requirement
Government SC clearance required for role
Legal residence in UK for 5 years
Competences
Excellent people manager with strong leadership skills able to create a high performing, motivating culture within an environment of limited technical/intellectual scope.
Flexible, adaptive & innovative team-player delivering processes and results.
Exceptional presenter of hard operational facts, objectives and deliverables.
Decisive manager able to handle variable and conflicting business issues delivering data services against complex client demands.
Experience
Experience in a first-line management position preferably within a busy document processing environment
Sound understanding of business process management procedures and techniques
Comprehensive experience of process implementation & delivery
Knowledge of operational security in relation to client confidentiality and legislative compliance.
Delivering data services against complex client demands
Utilisation of variable cost labour, in line with “floating revenues”, through innovative planning and labour processes
Category: Operations Group
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0080671