MPS Business Operations Manager DACH
Employer · Xerox
Business analyst
Department manager
Office and call centre supervisorFull-timeBudapest
For more than 100 years, Xerox has continually redefined the workplace experience. We are looking for an Operation Manager to manage contractual interpretation, customer requirements setup, and provide MPS Operations subject matter expertise.
Tasks
- Provide on request consultation/guidance to pre-sales team on capabilities and services and ensure compliance with processes
- Responsible for contractual interpretation and set up of customer requirements as defined in a Managed Services Statement of Work
- Work with various cross functional teams to provide support, analysis and drive resolution for escalations
- Focus on swift escalation resolution, while ensuring quality resolution and minimizing customer impact
- Control Device Registration end to end process; Investigate and solve registration issues
- Manage the creation process of a unique/ad hoc customer invoice and work with the invoicing team
- Support WW system and/or process changes, participate in continuous improvement activities/projects
- Work closely with in-countries contacts to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations
- Provide MPS Operations subject matter expertise and guidance for the Country organization and Shared Service Center teams
- Monitor account dashboard and KPIs to ensure proactive resolution and prevent customer impact
Requirements
- Undergraduate degree (BA/BS), graduate degree preferred
- Average 5 years or more of significant operations experience
- Excellent English communication and presentation skills, both oral and written
- Fluent in German language
- Proven project management and stakeholder management skills
- Strong analytical, problem-solving, and process improvement mindset
- Advanced Microsoft Excel and PowerPoint knowledge
- Experience working with global, cross-functional teams
- Strong business and financial acumen
- Customer-focused, proactive, and self-driven approach