Advisory Services Operations Manager

Established Legal Account Operations support and knowledge required

POSITION PROFILE

Advisory Services Operations Manager

Overview: The Advisory Services Operations Manager acts 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 to assignment.

Responsibilities:

Facilitate communications with strategic customers to ensure performance standards are met locally and nationally. Manage P&L reconciliation, strategic implementation, employee relations, and customer relations for designated accounts. Administer the implementation process and operational best practices to meet all Service Level Agreements. Retain business through customer executive relationships, managing complex issues, contract adherence, and ensuring overall customer satisfaction.

Job Duties:

Develops People:

Promote effective use of internal recruiting and selection processes. Identify employee training and development needs through competency assessments and Ricoh training offerings. Arrange assignments, training, and other experiences to enhance team members' learning and job satisfaction. Provide strategic development for direct and indirect management of up to 200 employees. Establish goals, clarify roles, and hold team members accountable. Collaborate with other leaders, team members, and customers to implement solutions. Monitor, evaluate, and recognize employee excellence through the Ricoh Recognizes program. Create high-performing teams through effective feedback, recognition, and compensation management. Address performance issues and establish improvement steps, taking corrective action when necessary. Serve as a mentor and lead by example. Set expectations and empower others to solve problems and facilitate discussions for creative solutions.

Customer Relations:

Develop strategic relationships to build customer partnerships. Advocate as the voice of the customer by creating and directing cross-functional teams. Identify gaps in service delivery and adjust processes to fit within the client and Ricoh framework. Analyze complex problems, identify root causes, and determine optimal solutions to ensure customer satisfaction. Facilitate meetings with key customer contacts regarding contractual obligations, current initiatives, and strategic business planning. Create templates and cadences to ensure alignment with contractual requirements and value-added reporting.

Operational Effectiveness:

Manage approximately $13M in Enterprise Services revenue and associated gross profit. Drive customer global operation strategy by collaborating with key team members. Act as a Subject Matter Expert (SME) in EAO Program standards, tools, processes, and best practices. Ensure timely execution of EAO Program initiatives in alignment with quality requirements. Demonstrate working knowledge of Ricoh and act as an advisor on internal structure. Facilitate regular internal communications regarding best practices, challenges, and opportunities. Identify and implement strategies to improve performance, productivity, efficiency, and profitability. Ensure execution of certification, adherence to service delivery standards, and continuous improvement. Oversee Ricoh's on-boarding support processes in relation to customer expectations and satisfaction. Participate in the creation and management of implementation plans for assigned accounts. Establish and identify applicable reporting packages based on customer requirements. Implement change management strategies that support Ricoh's business strategies.

Opportunity Identification:

Maintain continuing education of new products and services to identify growth opportunities. Validate new opportunities and ensure timely execution. Participate in team selling models and interface with other global/regional teams.

Finance/Billing:

Ensure profitability of all assigned accounts and address sources of poor profitability. Oversee billing accuracy and resolve collections issues with assigned customers.

Qualifications:

4-year college degree preferred or equivalent experience. 5 years of direct management experience preferred. 2+ years of project management experience strongly preferred. ITIL Certification recommended. Proven track record in marketing new products and services. Demonstrated relationship-building skills with internal and external customers. High-level knowledge and understanding of technology (networks, security, print servers, and print devices).

Skills and Abilities:

Effective communication skills, both oral and written. Strong self-direction and initiative. Excellent customer relations skills. Project management experience. Ability to prioritize and handle multiple assignments in a fast-paced environment. Proficiency in standard software applications. Strong problem-solving, analytical, and product/service knowledge skills.

Working Conditions:

Typically works in an office environment with adequate lighting and ventilation. Cyclical stress due to frequent goals and deadlines. Mostly sedentary work with occasional walking, standing, bending, and lifting of objects weighing less than 10 lbs. Moderate dexterity required for basic skills (calculator, keyboard, hand tools). Periodic customer site visits, possibly without public transportation access. Overnight travel required.

The above statements describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.