Operations Manager

Date: 14-Jun-2022

Location: Taguig City, Philippines

Company: Canon

Position title

Operations Manager

Business Unit

Managed Services

 

Functional reporting to

 

Administratively reporting to

Head of Managed Services

Liaises with

External:

  • Canon Customers
  • Canon Strategic Alliance Partners
  • Third Party Suppliers

Internal:

  • Canon Management and Employees

Direct reports

Process Leads

 

Purpose

  • The Operations Manager is responsible for the day to day productivity of the CAU under the Managed Services Division, ensuring multiple customer KPIs across multiple time zones and platforms are met
  • The Operations Manager is a single point of reference for customer processes and updates.
  • The Operations Manager plays a key role in maintaining a high level customer satisfaction and employee engagement.

Responsibilities

Operational

  • Ensure that team members and team leaders have the tools and available knowledge to implement and provide exceptional service delivery in line with contractual obligations
  • Responsible for ensuring all processes, procedures, Canon and Client policies, and Client Service Business Rules are implemented and adhered to.
  • Responsible for ensuring all employee schedules are planned and meet customer KPI requirements
  • Ensure compliance to legal requirements at all time.
  • Ensure KPI's and/or SLA’s are met.
  • Measure on improving both customer satisfaction and employee satisfaction.
  • Coach and develop the leadership team.
  • Establish employee goals, conduct performance reviews, coaching, and providing career development.
  • Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
  • Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies.

Transitions Management

  • Responsible in managing end-to-end transitions of new roles
  • Ensure transition deliverables in accordance to defined methodology with high level of quality, timeliness, and budget

Essential duties

Service Delivery

  • Provide leadership, support, and training to Shared Services team to improve their efficiency, leadership capabilities and relationship with clients and stakeholders.
  • Implement training, educational, and promotional activities to help increase awareness of Canon activities.
  • Ensure the team is delivering high quality output and actively identify continuous improvement initiatives.
  • Maintain adherence to the Quality System, report all customer complaints (Internal and External) and conditions that are adverse to the operational efficiency of the department, company or achievement of quality.
  • Make suggestions for improvement as appropriate.
  • Liaising with other departments to resolve queries and troubleshoot issues, including process or technical.

Accountability

  • Achieving the Quality Standards relevant to this position.
  • Achieving KPIs for multiple clients across multiple platforms.
  • Managing operational costs through effective cross training, management of performance targets and employee engagement.

Occupational Health & Safety and Environmental Awareness

  • Responsible for ensuring the workplace is safe and any areas of concern are escalated to the OH&S representative within Canon immediately
  • Champion Canon’s environmental strategy to employees and customers
  • Responsible for working within the OH&S and environmental guidelines and policies provided by Canon and Client
  • Responsible for supporting the company in ensuring a healthy and safe environment to work in
  • Be aware of and understand your requirements and responsibilities in relation to the companies
  • Occupational Health, Safety and Environmental policy.

Reporting Requirements

  • Prepare a monthly summary of performance to Head of Shared Services

Performance measures

  • Meeting customer KPI's
  • Customer Satisfaction Index
  • Employee Satisfaction Index
  • Continuous improvement of tools and services
  • Compliance with all contractual deliverables
  • Reporting requirements met within agreed timeframes
  • Management of resource costs including annual leave, turnover
  • Training and Development Commitment to excel

 

Qualifications

  • Tertiary Education on Business or any related courses or Solid experience on Operations management and leading people.
  • Experience in credit and collections, accounts receivable, accounts payable, and payroll is preferred but not required
  • Strong communication, analytical, and problem solving skills
  • A proven ability to work effectively within time frames
  • Excellent problem solving skills
  • A flexible approach and CAN-DO attitude

Key competencies

  • Driving for Results
  • Continuous Improvement
  • Living the Vision, Mission and Values
  • Customer Focus
  • Communicating Effectively
  • Team Work
  • Leading People