Xerox Operations Executive with English in Iasi, Romania

Operations Executive

ROLE TITLE

Operations Executive

ORGANISATION

Global Document Outsourcing

FUNCTIONAL AREA

Service Delivery

REPORTS TO

Shared Services Capability – Operational Tower Owner

PURPOSE OF ROLE

To be a centre of competence in MPS and the associated technology. To support billing and invoicing, XOS suite, MI reporting and MACD process.

  1. General responsibilities

  2. Solves problems brought to their attention by the customer (internal or external);

  3. Manage and solve common problems;

  4. Ensure that feedback from the client is sent to the management team to drive the improvement of services;

  5. Contribute to more efficient work processes;

  6. Carry out quality checks to ensure quality standards are maintained;

  7. Managing escalation and resolution of common issues;

  8. Centre of competence on XDM, XSM and XRM;

  9. Track the performance against SLAs and KPIs;

  10. Involvement in issue resolution for Xerox and external client issues

  11. Acts as a centre of reference for Xerox systems (XSM, XDM, XRM, ESAP, Mercury, etc.);

  12. Ensures effective shared mailbox management.

  13. Participate in team meetings and general inputs in day to day improvements

  14. Adherence to agreed processes

  15. Management of emails, phone calls to be done professionally and timely

  16. Standards maintained when using the Hub sites.

  17. Creation to professional and fun working environment

  18. General knowledge of Xerox’s structural workings and what we sell

  19. Operational Tower Specific responsibilities

  20. Meter Read and Billing

  21. Management of remote meter read collection for nominated accounts only;

  22. Management of Invalid Reads;

  23. Completion of month end billing for nominated accounts only;

  24. Invoice validation for nominated accounts only;

  25. Produce back up to invoice for nominated accounts only;

  26. Manages escalations and offers assistance with regards to flagged issues;

  27. Help creating and maintaining process documentation for nominated accounts only.

  28. Asset Management and MACD

  29. Management of assets within tool suite for nominated accounts only;

  30. Management of MACD for nominated accounts only;

  31. Management of connectivity for nominated accounts only;

  32. Organizing the logistics of machine moves/liaising with CEVA (logistics) and client regarding delivery/removal of kit;

  33. Ensure all the systems are up-to-date following a change;

  34. Periodic reconciliation between systems (XSM/ESAP/Mercury);

  35. Ensures the accuracy of the information uploaded in the systems.

  36. Management Information

  37. Production of Management Information packs for client review meeting for nominated accounts only;

  38. Calculation of Service Credits for nominated accounts only;

  39. Assists with regards to Management Information packs issues;

  40. Supports achievement of contracted SLAs and KPIs;

  41. Ensures that the SLAs and KPIs are always reported according to the contracts;

  42. Ensures that the Management Information packs are always in accordance with the company’s brand.

  • English – B2 at a minimum

  • Good analytical skills with intermediate to advanced Excel skills, with an ability to analyze relevant information to make quality decisions

  • Good command of Microsoft Office tools

  • Good presentation, customer service and effective communication skills

  • Methodical, organized, good time management skills

  • Works in a coordinated effort with other members of a group, or team, in striving for a common goal

  • Able to show initiative and creativity with all tasks

Title: Operations Executive with English

Location: Romania-Iasi-Iasi

Requisition ID: 18002329

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.