Job expirat
• Directs the development & implementation of comprehensive strategies focusing on one or more specialized disciplines to meet customer needs
• Analyzes customer requirements/standards to develop & implement high level solutions
• Crafting/customizing value propositions & solutions targeted at growth for each customer
• Ensures the effective use of all departmental staff & resources
• Attends commercial discussions with customers to achieve favorable contract terms for Xerox
• Leads & manages the CET, subordinates, project staff supporting program & solution delivery
• Oversees implementation of solutions to ensure customer needs are met within budget
• Interfaces with key customer executives to develop solutions consistent with business needs
• Evaluates customer service levels & resolve issues
• Ensures that vendor contracts/services are adhered to & identifies/addresses issues
• Develops & monitors the status of solution/program schedules & tracks all associated budgets associated with the contract, program, project, e.g., direct labor, subcontractors, & temporary labor
• As the subject matter expert, may assist functional management in the performance of special assignments & projects in support of Xerox’s strategic planning efforts
• Ensures applicable service/operating procedures & practices are in compliance with industry standards & relevant regulations/laws
• Other duties as assigned
Requirements
• Experience in and understanding of European market
• Ability to work in cross-cultural environment
• Support Sales Executives & Account Managers in securing new business
• Focused on continuous improvement of customer’s business
• Able to forge relationships across multi-discipline groups within Xerox & third parties
• Engage on detailed business issues & conceptualize solutions
• Recognized as an expert within Xerox, both within & beyond own function
• Broadly recognized as an external thought leader within strategic function or discipline
• Contributes to the development of functional & regional strategy
• Leads multidisciplinary projects or initiatives
• Able to challenge sales strategy & create alternative solutions
• Highly developed analytical skills
Education & Experience
• >5 years in developing solutions to unique & complex problems in BPO /Customer Care
• Proactively identifies, defines & solves complex problems impacting the management & direction of the business
• Customer relationship management
• Internal bid management
• Experience working closely with service delivery counterparts
• Strong communication & presentation skills required
• Experience working with third parties on new customer engagements
• Able to prepare Request for Proposal (RFP) responses
• Project &/or implementation management
• Constructed commercial proposition
In a nutshell, Core competencies required for the role of the Solutions Architect:
• Thorough knowledge of the Global BPO industry
• Ability to understand business & operations issues & articulate same
• Builder of innovative solutions
• Pedigree of solutions development & deployment
• Self- motivated & able to manage well in a start- up mode
• Strong communication skills with internal stakeholders & customers
• Able to manage virtual multi-discipline teams
• Ability to work remotely from the core organization & collaborate effectively
• >5 years of customer care, call center & knowledge of analytics
• Could also have experience in sales or account management
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
