Production Manager - Richmond, VA

Description & Requirements

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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 today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Job Role Summary:

The role holder works as part of the service delivery team aligned to Document Processing Services. Responsible for managing the day to day production service to end user customers and for owning and driving continuous improvement of productivity, service quality and customer satisfaction.

He/she will have focus on the following:

• Delivering service that meets / exceeds SLA and delights the customer

• Developing strong relationships with teams, suppliers, partners

• Achieving productivity improvements

• Contributing to transforming and growing the business

• Production Manager manages the delivery of a large contract across the Commonwealth of Virginia.

• Responsible for management of Xerox staff

• Responsible for ensuring that the Service Delivery model framework is understood and utilized across the teams.

• Will require up to 25% travel within the Commonwealth

Main Responsibilities:

• Responsible for managing Contract delivery whilst utilizing the Service Delivery Model framework to ensure process consistency

• Responsible for ensuring that Contract processes are maintained, reviewed and utilized by all relevant employees

• Accountable for Operational Guidelines, ensuring that they are up to date, communicated to the team and stored in a shared area at all times

• Responsible for operations and delivery to meet or exceed Contract requirements

• Responsible for delivering service in accordance with Contractual Service Level Agreements & Key Performance Indicators

• Responsible for delivering Contract services in line with SEC530, NIST 800-53, ISO27001 & ISO9001 audit requirements

• Responsible for supporting the Service Delivery Manager by providing information relating to production of Management Information (both internal and client facing)

• Responsible for supporting the Service Delivery Manager by contributing to regular review meetings with Clients

• Responsible for identifying operational risks and issues and assisting the Service Delivery Manager with the remediation planning and execution

• Responsible for continually managing and adjusting resources in line with business case, cost constraints and volume fluctuations, resulting in cost optimization and avoidance of financial risk

• Responsible for the operational management of 3rd party suppliers who contribute to the day to day operations, e.g. 3rd party indexing resource, HR, etc

• Responsible for providing input to the Service Delivery Manager in relation to scoping and providing operational effort and costs for new business

• Responsible for facilitating and running the execution of Business Continuity and Disaster Recovery plans/regular tests as required

• Responsible for working with the Service Delivery Manager to set productivity targets

• Responsible for ensuring that performance management procedures for your direct reports are complied with at all times, including but not limited to regular reviews of results

• Responsible for working closely with 3rd party provider(s) in order to ensure development needs are met and/or performance issues are addressed in a timely manner

• Demonstrate role model behavior interacting with suppliers, customers and Xerox employees

• Responsible for maximizing employee potential by identifying training needs and mentoring and developing team members

• Responsible for supporting the Service Delivery Manager with the implementation of innovative improvements to enable continuous service improvement

• Responsible for working in collaboration with peers and partners, to share best practices

• Responsible for supporting the Service Delivery Manager with sharing of resources in order to reduce costs

Qualifications:

• Minimum:

• A strong knowledge of Document Transaction Processing Services operations and production processes

• Experience and knowledge with ISO processes and procedures, compliance, security and audit activity

• Managing complex and diverse teams

• Awareness of quality standards, quality management systems and processes, including quality and milestone planning, quality assurance, quality reporting and audit management including

• Good management skills with the ability to motivate, manage and direct groups

• Self-starter, the successful candidate will be well organized, operating with minimal supervision whilst enthusing and motivating colleagues and peers with their energy and drive - a team player

• Proven ability to communicate and influence teams

• Preferred:

• Client relationship management skills

• Proven ability to communicate and influence at all levels of the business

• Experience managing in an environment with heightened information security controls

• Good Lean Six Sigma project and process execution within a production environment

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