Xerox MQ-IP & XSite OTI FLM in Guatemala, Guatemala

Role, Purpose, and Scope

The Front Line Manager (FLM) will manage a team of Contract Administrators, within the Services Center of Excellence, to achieve business objectives while maintaining an environment with focus on customer satisfaction and professional customer support.

The FLM will provide guidance to the team in real time operational performance; ensuring service level targets are achieved as set by the business. They will also be responsible to report performance of related business units to the management team and manage information flow to ensure service level objectives are being achieved.

Major Responsibilities

  • Lead a team via creating and maintaining an environment with intense focus on delivering timely and accurate processing of invoice presentment and message queue resolution activities.

  • Create a culture that focuses on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives.

  • Drive improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

  • Coach, provide direction and enforce policies/standards to help the team achieve departmental goals and objectives.

  • HR responsibilities of managing a team of people, providing developmental and performance support and feedback, and successfully navigating conflict resolution in accordance with HR guidelines and policies.

Background, skills, experience and qualifications

(please denote whether desired or preferred)

  • Fluent in English, both written & verbal.

  • Degree from an accredited university or equivalent work experience .

  • Minimum 3-5 years previous management in an operational environment.

  • Able to read and interpret complex documents and coach employees to effectively write routine correspondence with internal/external customers.

  • Proficient with Microsoft Office Outlook, Word, and PowerPoint.

  • Moderate to Advanced Microsoft Excel skills including the ability to use formulas, pivot tables, and sort/filter

  • Demonstrated strong quantitative, analytical, and controllership skills.

  • Effective at managing multiple priorities.

  • Strong facilitation & change management skills.

  • Team & action oriented self-starter.

  • Demonstrated leadership attributes; customer driven approach, cross functional teamwork, decision making, strategic implementation & management of operational performance.

  • Ability to work overtime as needed.

Role specific competencies and requirements

(please denote whether desired or preferred)

Primary Skillset Needs

  • Attention to detail

  • Communication skills

  • Ability to multi-task in a changing, deadline driven environment

  • Ability to translate business requirements into functional specifications

  • Problem solving skills

  • Strong MS Access or Excel skills

Job: Accounting

Organization: Human Resources Europe-X000000137

Title: MQ-IP & XSite OTI FLM

Location: Guatemala-Guatemala-Guatemala City

Requisition ID: 17000469