Advisory Services Operations Manager

Advisory Services Operations Manager

POSITION PROFILE

The Advisory Services Operations Manager functions in a leadership role as primary operational point of contact to assigned Global/Vertical customers, primarily in North America. 

Directly responsible for oversight of Ricoh employees, including individual contributors and managers. Is engaged from contractual concept or assignment, leading all aspects of account management. 

Responsible for facilitating communications with strategic customers to ensure that expected and agreed to standards of performance are being met locally and nationally. Responsible for P&L reconciliation, strategic implementation, employee development and retention for designated clients Administers the implementation process and operational best practices by engaging the necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements. 

Responsible for business retention through, managing complex issues, contract adherence and ensuring customer satisfaction.

A focused role to include digital & data fluency (analytics, service data, cost-to-serve), AI-augmented operations and automation literacy, complex multi-site P&L and contract management, change and transformation execution, ecosystem/vendor management, and operational risk and resilience management.

JOB DUTIES AND RESPONSIBILITIES

Develops People 

• Accountable to attract and retain talent.
• Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for direct and indirect resources.
• Arranges assignments, training and other experiences to build team members’ learning, development and job satisfaction. 
• Provides strategic development for management of up to employees within account portfolio.
• Establishes goals, clarifies roles and responsibilities and holds work group members (Internal/External) accountable. 
• Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative. 
• Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh Recognizes program. 
• Creates high performing teams through effective feedback, recognition and compensation management.
• Confronts performance issues and collaboratively establishes steps for improvement including the courage to take corrective action when necessary. 
• Serves as a mentor to team members and other departments and leads by example.
• Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes. 

Operational Effectiveness

• Responsible for management of revenue and associated gross profit and contribution.
• Supports customer global operation strategy by collaborating with key internal and external team members to implement the solution or initiative.
• Collaborates across customer vertical to share best practices and bring Ricoh to its highest level.
• A SME in the Service Delivery vertical portfolio standards; tools, processes and best practices. 
• Ensure that all Service Delivery vertical portfolio initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices 
• Demonstrates working knowledge of Ricoh and is consulted as an advisor on internal structure. 
• Responsible for identifying, improving performance, productivity, efficiency and profitability through effective best practices 
• Inspect and ensure execution of certification, adherence to service delivery standards and identify areas for continuous improvement 
• Participate in the creation and management of implementation plans for assigned clients.

Opportunity Identification

• Maintains a continuing education of new products and services to identify and apply knowledge to service growth opportunities
• Validate new opportunity, bring resources and tools to assure execution in a timely fashion as it relates to labor
• Ensures profitability of all assigned accounts down to individual site locations. Identifies sources of poor profitability; works with appropriate resources to make changes and restore profitability.
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

• 4-year college degree preferred or equivalent experience.
• 5 years direct management experience preferred.
• 2+ years of project management experience strongly preferred.
• Ability to learn and master industry specific applications.
• ITIL Certification recommended 
• A proven track record in marketing new products and services including standard and advanced services & solutions.
• ITIL 4 (preferred).
• PMP (preferred).
• Lean Six Sigma (preferred).
• AI/Automation fundamentals.
• Change Management.
• A proven track record in
• Must have a proven track record of relationship building with both internal and external customers.
• Must have a demonstrated high-level knowledge and understanding of technology (networks, security, print servers and print devices).

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate both orally and in writing and to effectively communicate with all levels of management, outside vendors, employees, and customers.
• Strong ability for self-direction and shows a high degree of initiative.
• Strong customer relations skills.
• Project management experience.
• Ability to prioritize.
• Must be highly motivated and able to handle multiple assignments and operate effectively in a fast paced environment.
• Ability to utilize standard software applications.
• Well versed and visibly displaying Problem Solving skills
• Well versed and visibly displaying Knowledge of Products & Services.
• Well versed and visibly displaying Analytical Skills.
• Executive business skills and negotiation.
• Digital & data fluency (analytics, service data, cost-to-serve).
• AI-augmented operations and automation literacy.
• Complex multi-site P&L and contract management.
• Change and transformation execution.
• Customer value and outcome engineering.
• Skills-based workforce planning and reskilling.
• Well versed and visibly displaying the skill or knowledge to independently support the following; PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, Vertical Knowledge/Training for applicable accounts.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
• Work has cyclical stress due to frequent goals and deadlines, and daily stress due to the responsibility associated with the incumbents’ decisions, outcomes and potential outcomes.
• Work is mostly sedentary, but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files and small parts, etc.).
• Requires moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools)
• Requires periodic customer site visits whose locations may or may not be serviced by public transportation.
• Overnight travel required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.