Roles and Responsibilities:

• Works closely with US VP to support tier 0-3 accounts and that have a major impact on Xerox' P&L
• Understand the client’s industry, business, and their critical business drivers.
• Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
• Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
• Manage customer requests by providing realistic resolution time scales.
• Contact customers when follow up on open items is required and take ownership of the case.
• Handle customers’ escalations related to the service provided, if required by the account.
• Provide innovative ideas to help client achieve their business goals.
• Providing co-ordination and recording of service issues and complaints to ensure the customer stakeholders and relevant internal problem/solution owners have been identified and agreed.
• Ensure the corporate process is adhered to at all times.
• Maximize account retention

Experience/Exposure:

• Service Outsourcing / Operations experience (i.e., leads complex svc. delivery teams; establish operational control processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc.)
• Financial planning and knowledge of finance. Profit focused and accountable for results, strong business, and financial acumen
• P&L management - cost reduction and revenue management experience

Education/certification:

• Bachelor's degree

Key Skills Required:

• Preferred Lean Six Sigma Certification
• PRINCE/PMP Certification
• ITIL Foundation Certification