Job expirat
The role- SBU Manager (HR, Payroll and Benefits)
The SBU Manager has overall responsibility for the delivery of services to Client called out under the contract between Xerox and Client. This includes oversight and management of the Xerox team and day-to-day operations as well as overall responsibility for the Client relationship and account (i.e. service delivery, operations, IT, HR, etc.). The primary responsibilities of the SBU Manager are to ensure customer satisfaction, execute service delivery in accordance with the client contract, operate the unit in accordance with the SBU budget and manage specific technical functions of this group as well.
The SBU Manager will lead a team of managers who have responsibility for specific areas of service delivery in addition to being responsible for an individual service delivery tower.
The person acts as the leader of this group and typically utilizes management skills as well as technical skills. This position requires strong technical, communication and management skills and extensive experience in managing the operations of a service delivery team.
The duties and qualification requirements for the role of Client SBU Manager are as follows
Client Interface & Support Duties:
- Acts as the principal client contact.
- Directs and manages the daily operations of Xerox SBU team in support of client needs.
- Accomplishes objectives and priorities set in conjunction with Client by leading and managing staff and assuring execution of planned activities and agreed upon services to be delivered.
- Manages day-to-day interaction with client leadership.
- Communicates effectively with client to identify needs and evaluate alternative business solutions.
- Continually seeks opportunities to increase client satisfaction and deepen client relationships.
- Assures compliance with all client operating policies and procedures.
General Duties:
- Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Supports client in the establishment of strategic goals and associated plans to meet them.
- Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
- Maintains professional and technical knowledge, keeping abreast of current trends.
- Contributes to team effort by accomplishing related results as needed.
- Reviews and resolves issues affecting Company compliance, legal requirements and client objectives.
- All other duties as assigned.
Core competency requirements:
Communication:
- Facilitates team meetings effectively.
- Holds regular status meetings with team.
- Keeps team well informed of changes within the organization and general news.
- Effectively communicates relevant information to superiors.
- Delivers engaging, informative, well-organized presentations.
- Resolves and/or escalates issues in a timely fashion.
- Understands how to communicate difficult/sensitive information tactfully.
- Relays relevant information to the client and Xerox in a timely manner.
Management:
- Initiates and implements improvements in all areas of responsibility.
- Serves as main point of contact on all matters at Client.
- Responds/acts on Client and Xerox management direction.
- Suggests areas for improvement in internal processes along with possible solutions.
- Identifies and provides standards for gathering information for use in trend analysis and reports information to client management.
Leadership& Development:
- Conducts effective performance evaluations and mentors those with less experience through formal channels.
- Helps team execute career development plans & training.
- Seeks and participates in development opportunities above and beyond training required by the job.
- Encourages more junior staff to take responsibility for their development within the company.
- Challenges others to develop as leaders while serving as a role model and mentor.
- Manages the development of team by ensuring, when possible, that project tasks are in line with each staff member’s career interests.
- Inspires coworkers and staff to attain goals and pursue excellence.
- Identifies opportunities for improvement and makes constructive suggestions for change.
- Manages the process of innovative change effectively.
- Remains on the forefront of emerging industry practices.
XL World is one of the leading and fastest-growing Outsourcing companies in Romania. We employ close to 600 professionals in 2 high-tech centers in Romania.
We are located in Iasi and Oradea and we have offices in UK, Italy and Albania.
We provide multi-lingual services to the largest multi-national companies in the areas of Customer Care, Marketing, IT and Back-Office.
Our work environment is higly dynamic and results-oriented.
We heavily invest in training and development of our employees.
For more information see our web site: www.xlworld.eu
