Operations Lead

About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

The Operations Lead (OL) is an integrated management and process+systems expert role

responsible for a wide number of activities to support the business. They are first-level points

of contact for the team/geography/stakeholder assignments, where they will deliver escalation

resolution.

Depending on the area assignment, they support the business with the day-to-day operations,

including the team’s performance and quality management objectives and/or serve as the

definitive sources of knowledge for the geography who contribute their expertise to enhance

organizational efficiency and ensure defined requirements are met.

The role is accountable as the subject matter expert to the L1/L2 Specialists and the assigned

team or process; being the technical consultant, coach, and trainer; supporting initiatives and

activities of the Process Analyst on process governance and continuous improvements; and

acting as a back-up or overflow support of the assigned function. The person is also responsible

for operational high-level supervisory transactions related to his/her core function in support

of the Operations Manager.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

• Act as the Operations Lead on core function/shift/geography assigned.
• Provide consultations to internal or external teams that require the technical or process

or E2E expertise

• Provide supervisory floor support to operations for any business-related activities &

issues. Support the operations manager in all operational aspects of the role.

• Collaborate with other Operations Leads, project managers, and stakeholders to ensure

alignment for business objectives/requirements.

• Conduct initial investigation and Root Cause Analysis for the resolution of escalations and

operational issues.

• Be the primary escalation contact for the operations managers with the stakeholders, as

needed, particularly when there is a large scope and stakeholder management from the

operations manager.

• Identify chronic process and system issues and work with Process Analyst for resolution.
• Work with Tech Ops, Business Applications Support and IT/EBA for timely and effective

issue resolution.

• Work with Process Analysts for process improvement activities.
• Support governance activities to ensure process adherence and business controls

compliance.

• Perform quality audits and metrics tracking for current or new process rollouts.
• Conduct User Acceptance Tests for process changes.

Technical Coach and Process Trainer

• Conduct technical coaching and process mentoring to targeted specialists in the

organization.

• Co-develop process training and training materials.
• Conduct on-boarding or refresher process training.
• Support the Operations Manager in the development of the Training Needs Analysis

(TNA)

Other Responsibilities

• Execute day-to-day transactions of the prescribed processes according to the standard

and global policy and procedures.

• As needed, act as the back-up and overflow support to the operational specialists.
• As needed, act as the back-up and overflow support to the Process Analyst.
• As needed, act as the back-up to the 1st level Operations manager

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• Ability to quickly learn and become an expert in different system-driven tasks and

flows. Including current hyper-automation systems that can enable increased

efficiency.

• Leadership abilities to direct, coach, mentor.
• Must be able to learn processes and system to a great level of detail.
• Must be able to multitask efficiently. Must work well with deadlines and other job

stresses.

• Must be proficient in other Microsoft Office applications: Word, PowerPoint, Excel,

Visio; knowledge on Access and hyper automation tools is a plus

• Professional and excellent written and oral communications skills; Individual will need

to constantly communicate with international counterparts and internal customers /

stakeholders.

• Strong analytical skills using various problem-solving methods and systems necessary.
• Well-developed interpersonal skills. Ability to get along well with diverse personalities;

mature-flexible.

• Pays attention to details of areas affecting incoming work and affected by outgoing

work product.

• Systematic, strong analytical, organizational, and reasoning abilities.
• High energy level, comfortable performing multifaceted projects in conjunction with

normal activities

• Ability to establish credibility and be decisive-but able to recognize and support the

organization's preferences and priorities.

• Strong focus on the customer and the operational aspects of the business
• Sound administrative skills.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• BA/BS degree in Business Management, Engineering, Computer Science, IT (Information

Technology) or equivalent. Master's degree in business administration a plus.

• Supervisory experience is preferred.
• A minimum of 2 years operational experience in data analysis/management and the

delivery of operations through use of technology solutions including the use of Enterprise

Resource Planning solutions.

• Experience with transactional operations execution to defined service level agreements

and quality.

• Knowledge and experience in finance, business, and economics. The individual will be

involved in client/stakeholder interactions.

• Background with distribution, planning, and order management processes
• Sound administrative skills.